As a credit union, the member experience drives
everything VACU does, and new ideas about how to
better serve members and make the banking experience
even more frictionless are always considered—with a
careful eye on using credit union resources wisely on
behalf of the membership.
VACU cares deeply about the safety and security of
its members. Ensuring secure access to accounts is
critical, and VACU determined that its agent-driven
authentication processes required too much time and
relied on easily found information. At the same time,
members said it was difficult to remember answers to
complex, knowledge-based security questions. VACU
wanted to improve this process, going beyond traditional
methods like passwords, PINs, and other knowledge-based
factors to offer an easier, faster, yet still highly
The credit union receives approximately 3,000 inbound
member calls per day and each caller must be
authenticated before accessing any account data. Any
simplification of the authentication process needed to
reduce the number of time agents spent on each call,
and needed to be easy for the member without requiring
them to learn complex new methods.
VACU also wanted to demonstrate its technology
leadership in member-facing systems. As a pioneering
member of the credit union technology standards body,
CUFX, VACU is a leader in using advanced technology to
improve the member experience.
And finally, the VACU team wanted to leverage
investments already made in existing IVR technology,
extending its value and accelerating ROI by avoiding a
full replacement of their current solution.