NACUSO Marketplace Provider
Organization Name: Illuma
NACUSO Membership: Standard
Year Formed: 2016
Description of Your Services: Illuma is the leader in real-time voice authentication and fraud prevention for credit unions. Its flagship solution, IllumaSHIELD™, uses AI-powered voice biometrics to deliver secure, seamless authentication, reducing fraud risks while improving efficiency in contact centers.
Services You Provide:
IT Services:Cyber Security
Why should a credit union use your services?: Credit unions choose IllumaSHIELD™ because it delivers stronger caller authentication without adding friction — using voice biometrics to verify members automatically in the background instead of relying on PINs or security questions. The result is faster, more secure calls that save staff time, improve member satisfaction, and protect against fraud — all with seamless integration into existing credit union systems.
Number of Credit Union Customers: 38
Percentage of Users/Customers that are Credit Unions: 90
Are You a CUSO?: Yes
Are there investment opportunities for credit unions?: Yes
Describe Your Business Model:Other (please describe)
Business Model Other: Software as a Service
Are you currently seeking additional users/customers?: Yes
Do you offer discounts or other benefits for NACUSO Members?: No
Website Link: https://illuma.cx/
Contact Information:Amy TraversVice President of Sales7700 Windrose Ave, Ste G300, Plano, TX 75024972-217-7106amy@illuma-labs.com
Milind BorkarFounder & CEO7700 Windrose Ave, Ste G300, Plano, TX 75024972-217-7106milind@illuma-labs.com
Milind BorkarFounder & CEO7700 Windrose Ave, Ste G300, Plano, TX 75024972-217-7106milind@illuma-labs.com
Additional Information:
Boost security, cut call times, and deliver a better member experience — credit unions using IllumaSHIELD™ are already seeing powerful results. Illuma’s frictionless voice authentication stops fraud in real time while eliminating PINs and tedious security questions, helping your team work faster while also protecting your members. Learn more at https://illuma.cx/credit-unions/.
Reviews:
Customer Name:Chad Rogers
Customer Title:President & Chief Executive Officer at Connexus Credit Union
Year Customer First Used Your Services:2021
Is Customer An Owner:Yes
Review Text:“IllumaSHIELD™ has allowed us to shorten our average call time by over a minute. That helps us get through more calls more quickly. Operational expenses go down, agent productivity goes up, and all of that is wrapped in the package of a better, more exceptional experience for the member.”
Customer Name:Steve Goodwine
Customer Title:Vice President, Head of Contact Center at Hudson Valley Credit Union
Year Customer First Used Your Services:2022
Is Customer An Owner:No
Review Text:"Our caller verification used to take about 60 seconds. We’re at 17.1 seconds on IllumaSHIELD™ today and that number keeps shrinking as machine learning keeps improving the system. Our contact center agents love it too. They feel better protected from fraudsters with lower effort.”
Customer Name:Katie Johnson
Customer Title:Contact Center Manager
Year Customer First Used Your Services:2020
Is Customer An Owner:No
Review Text:“When agents are enrolling callers in IllumaSHIELD™, it’s a seamless interaction. Members just say yes. There is not a line that they have to call or phrase to say over and over.”
Customer Name:Brent R.C. Nelson
Customer Title:Vice President of the Virtual Communication Center, Wellby Financial
Year Customer First Used Your Services:2024
Is Customer An Owner:No
Review Text:“At Wellby Financial, our transformation from JSC Federal Credit Union wasn’t just a rebrand—it was a redefinition of how we serve our members and how we support our team. We’ve proudly served the Houston community since 1961, and as we’ve grown, so has our commitment to delivering safe, seamless, and emotionally intelligent service. Today, we’re not just competing with other financial institutions. From a member and team experience standpoint, we’re setting our sights on the standards set by leaders like Disney, Marriott, and Hilton. IllumaSHIELD™ has been a powerful step forward in that mission. It helps us remove friction, reduce risk, and dramatically improve both the member and employee journey. Our teams no longer face the burnout of repetitive and exhausting verification processes, and our members are no longer met with suspicion or delay. Their identity is confirmed—securely and seamlessly—before they’ve even finished saying ‘hello.’ That shift empowers us to move straight into meaningful conversations and solutions. But more than that, it helps us deliver the kind of personalized, standout experience people don’t expect from a financial institution. Our goal isn’t to be good for a credit union—it’s to be exceptional, period.”
Customer Name:Dan Gatfield
Customer Title:Dort FCU Chief Retail Officer
Year Customer First Used Your Services:2021
Is Customer An Owner:No
Review Text:“Our traditional authentication process was averaging 90 seconds. But because we were doing a more stringent security Q&A in response to an increase in fraud attempts, our average increased to nearly two minutes to authenticate members. Now it only takes 14.5 seconds to authenticate a member who has opted into the program. So that’s been great. Obviously, that affects hold times. It affects abandonment rate. All those things that we were struggling with, we’ve seen these things turn around thanks to the voice authentication piece.”
Customer Name:Jeffrey Lamb
Customer Title:Fraud Operations Manager, Empower FCU
Year Customer First Used Your Services:2024
Is Customer An Owner:No
Review Text:“One of the most positive outcomes has been the improvement in overall member experience, along with our ability to become more inclusive. We’ve heard encouraging stories about members who are visually impaired and perceived improved ease of access for some of our more long-standing members. IllumaSHIELD™ has created opportunities to verify individuals who might not have been easily verified through traditional methods, enhancing accessibility and service for all members.”
Customer Name:Chad Rogers
Customer Title:President & Chief Executive Officer at Connexus Credit Union
Year Customer First Used Your Services:2021
Is Customer An Owner:Yes
Review Text:“IllumaSHIELD™ has allowed us to shorten our average call time by over a minute. That helps us get through more calls more quickly. Operational expenses go down, agent productivity goes up, and all of that is wrapped in the package of a better, more exceptional experience for the member.”
Customer Name:Steve Goodwine
Customer Title:Vice President, Head of Contact Center at Hudson Valley Credit Union
Year Customer First Used Your Services:2022
Is Customer An Owner:No
Review Text:"Our caller verification used to take about 60 seconds. We’re at 17.1 seconds on IllumaSHIELD™ today and that number keeps shrinking as machine learning keeps improving the system. Our contact center agents love it too. They feel better protected from fraudsters with lower effort.”
Customer Name:Katie Johnson
Customer Title:Contact Center Manager
Year Customer First Used Your Services:2020
Is Customer An Owner:No
Review Text:“When agents are enrolling callers in IllumaSHIELD™, it’s a seamless interaction. Members just say yes. There is not a line that they have to call or phrase to say over and over.”
Customer Name:Brent R.C. Nelson
Customer Title:Vice President of the Virtual Communication Center, Wellby Financial
Year Customer First Used Your Services:2024
Is Customer An Owner:No
Review Text:“At Wellby Financial, our transformation from JSC Federal Credit Union wasn’t just a rebrand—it was a redefinition of how we serve our members and how we support our team. We’ve proudly served the Houston community since 1961, and as we’ve grown, so has our commitment to delivering safe, seamless, and emotionally intelligent service. Today, we’re not just competing with other financial institutions. From a member and team experience standpoint, we’re setting our sights on the standards set by leaders like Disney, Marriott, and Hilton. IllumaSHIELD™ has been a powerful step forward in that mission. It helps us remove friction, reduce risk, and dramatically improve both the member and employee journey. Our teams no longer face the burnout of repetitive and exhausting verification processes, and our members are no longer met with suspicion or delay. Their identity is confirmed—securely and seamlessly—before they’ve even finished saying ‘hello.’ That shift empowers us to move straight into meaningful conversations and solutions. But more than that, it helps us deliver the kind of personalized, standout experience people don’t expect from a financial institution. Our goal isn’t to be good for a credit union—it’s to be exceptional, period.”
Customer Name:Dan Gatfield
Customer Title:Dort FCU Chief Retail Officer
Year Customer First Used Your Services:2021
Is Customer An Owner:No
Review Text:“Our traditional authentication process was averaging 90 seconds. But because we were doing a more stringent security Q&A in response to an increase in fraud attempts, our average increased to nearly two minutes to authenticate members. Now it only takes 14.5 seconds to authenticate a member who has opted into the program. So that’s been great. Obviously, that affects hold times. It affects abandonment rate. All those things that we were struggling with, we’ve seen these things turn around thanks to the voice authentication piece.”
Customer Name:Jeffrey Lamb
Customer Title:Fraud Operations Manager, Empower FCU
Year Customer First Used Your Services:2024
Is Customer An Owner:No
Review Text:“One of the most positive outcomes has been the improvement in overall member experience, along with our ability to become more inclusive. We’ve heard encouraging stories about members who are visually impaired and perceived improved ease of access for some of our more long-standing members. IllumaSHIELD™ has created opportunities to verify individuals who might not have been easily verified through traditional methods, enhancing accessibility and service for all members.”