Virginia Credit Union delights members and agents with frictionless authentication
Description
Providing outstanding service to its 308,000 members is core to Virginia Credit Union’s mission. But their old authentication methods frustrated both members and agents. So, the credit union deployed Nuance biometric authentication to verify members in as little as 6 seconds using their natural speech, lowering average handle time (AHT) by 84 seconds and greatly improving member experiences.
Download case study (pdf. Open a new window) Explore Biometric authentication
Kate Hopson
VP Contact
Virginia Credit Union
Reduce member and agent frustration caused by a lengthy authentication process—and grow membership without increasing agent headcount.
Nuance biometric authentication verifies members in seconds during their natural interactions with agents.
A frictionless authentication experience for members and agents, and a dramatic AHT reduction that allows the same number of agents to serve more members.
seconds time to authenticate
FTE productivity gain equivalent
seconds average handle time reduction