Illuma: Halting Fraud in the Contact Center, Biometrics in the Deepfake Era, and the True Cost of Authentication

An exploration of the challenges encountered as credit unions balance member expectations for streamlined, welcoming credit union contact center interactions with the need for effective risk mitigation, against the current threat landscape for fraud and account takeovers. This session will explore the true cost of current authentication methodologies, the pros and cons of each option, and the potential impact on member experience associated with adding more security layers. Lastly, we’ll explore what makes passive voice a leading option for the contact center and IVR based on the current capabilities of technology and adoption rates.