How to Delight Customers with Secure Account Access

How to Delight Customers with Secure Account Access

Virginia Credit Union is one of the largest credit unions in the country and a pioneer in the use of technology to deliver great service to its more than 260,000 members. Challenged with providing more effective authentication and fraud prevention for its members' 3,000 daily calls, the Credit Union adopted voice biometrics to verify indentities faster and with less effort while also reducing fraud.

The results have been significant, including:

  • A 37-second decrease in Average Handle Time (AHT)
  • Savings equivalent to two full-time employees per month
  • The ability to identify and reject fraudsters' attempts to access member information
  • The solution was designed and deployed in under six months



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