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"How One of the World's Largest Credit Unions Halved Its Contact Center Fraud, Enhanced the Customer Care Experience, and Saved Millions in the Process"
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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