Read the inside story behind an iconic credit union’s wildly successful move from disparate authentication silos to seamless, cross-channel identity journeys and a completely reimagined contact center.
In this revealing case study, one of America’s largest credit unions tells the story of an overwhelmingly positive mobile, web, and contact center transformation—with cross-channel biometric authentication from Daon at its core.
In addition to cutting fraud in half and delivering a dramatically enhanced customer experience to its millions of members, the credit union saved millions of dollars in its first year through IVR-integrated voice biometrics—minimizing wait times and call handle times while maximizing the effectiveness of human agents.
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