Voice biometrics—Omni-channel customer engagement success stories

Virginia Credit Union delights members with secure account access

Voice biometrics improves the member experience and agent satisfaction.

Company profile

Virginia Credit Union (VACU) is in the top ten percent of credit unions in the U.S. with assets of $3.4 billion. VACU has branch offices in Richmond, Fredericksburg, Farmville, and Charlottesville and provides financial services to more than 260,000 member-owners. As a cooperative, VACU is focused on its members’ success and is committed to the communities it serves, returning value to its members through attractive rates, lower fees, and free financial education resources.

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Virginia Credit Union uses Nuance Voice Biometrics

I’ve had members tell me how much they love the Voice ID application, because it takes only seconds to verify their identity without all of the questions we used to ask.

Kate Hopson
AVP/Manager, Contact Center
Virginia Credit Union

Challenge

  • Slow, complex, inefficient authentication processes
  • Poor caller experience and use of member dollars
  • Increasing sophistication of fraudsters
  • Manual processes hurt VACU's innovation message

Solution

  • Nuance FreeSpeech and FraudMiner quickly IDs callers and deters fraudsters
  • Connects VACU's existing telephony and backend systems to Nuance APIs
  • Custom, desktop pop-up window gives agents seamless, in-call verification

Results

  • Overall average handle times (AHT) decreased by 37 seconds compared to 2016
  • Savings equivalent to 2 full time employees (FTE) per month from reduced AHT
  • 79,000+ verified matches in the first year
  • Design-to-deployment in under 6 months

Background

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   United States & Canada