Glia and Illuma Partnership Brings Seamless Voice Authentication to Customer Interactions

Glia, the customer interaction leader unifying Digital Customer Service (DCS), phone and automated self-service on a single platform, and Illuma Labs announced a strategic partnership to streamline voice authentication for customer service interactions.

By integrating Illuma Shield with the Glia Interaction Platform, financial institutions can offer quick, seamless and secure real-time voice authentication that enhances the customer experience, improves operational efficiency, and helps prevent fraud.

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Milind Borkar, CEO and founder of Illuma noted, “Glia’s ChannelLess solution enables a frictionless experience that enhances the customer experience and drives new efficiencies. Illuma Shield fits seamlessly with the Glia Interaction Platform, adding more efficiency by making voice authentication effortless. Our joint customers are experiencing the real value that the Glia and Illuma partnership delivers.”

According to Eric Valla, CIO at WyHy Federal Credit Union, “The more complex authentication is for telephone banking, the more friction members face during an interaction. Illuma’s real-time voice authentication makes it easy to begin an engagement and the Glia Interaction Platform makes it seamless from start to finish. This combination has greatly improved our overall member experience.”

Jennifer Zorn, EVP and CIO for Evans Bank commented, “We wanted to remove friction from the authentication process and also enhance security for our customers. Illuma delivered a frictionless approach with voice authentication that matches the seamless interactions that Glia provides. We were impressed with the joint solution, as well as the white-glove implementation experience provided by both companies.”

The Glia Interaction Platform brings Digital Customer Service (DCS), traditional phone and AI-driven self-service options together to enable a seamless experience that can accelerate interactions and drive new opportunities.

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Steve Kaish, SVP of Alliances for Glia stated, “Illuma and Glia share a philosophy on making each customer interaction as effortless as possible. Authentication, particularly for phone banking, has traditionally been cumbersome and a major source of friction. By verifying enrolled customers in the first few seconds of natural conversation with the Illuma Shield software, Glia quickly enables an authenticated interaction, reducing fraud and letting customers focus on their immediate need, be it an account balance, mortgage inquiry or loan origination.”

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