Digital customer support supplier Glia is enhancing its Glia Interplay Platform with a partnership with voice authentication supplier Illuma Labs. Glia has built-in Illuma’s voice authentication know-how into its customer support platform to assist organizations streamline voice authentication for customer support interactions.
Glia anticipates the brand new addition won’t solely stop fraud, but in addition improve the client expertise and enhance operational effectivity. “Illuma Defend matches seamlessly with the Glia Interplay Platform, including extra effectivity by making voice authentication easy,” defined Illuma CEO and Founder Milind Borkar. “Our joint prospects are experiencing the true worth that the Glia and Illuma partnership delivers.”
Illuma Defend is Illuma’s flagship voice biometrics product that integrates sign processing, AI, and machine studying. The know-how works within the background to authenticate prospects throughout an interplay and forestall account takeover. In the meantime, the customer support consultant doesn’t have to make pointless clicks or spend time on information entry throughout or after the decision. And since the consumer interface reveals up on the agent’s present display screen, they don’t should open up a unique window.
The Glia Interplay platform is comprised of digital, cellphone, and self-service customer support choices. The vary of options not solely gives prospects a wide range of choices when searching for out customer support, but it surely additionally affords finish customers a seamless, omni-channel expertise within the occasion they should change communication channels.
“Authentication, notably for cellphone banking, has historically been cumbersome and a serious supply of friction,” stated Glia SVP of Alliances Steve Kaish. “By verifying enrolled prospects within the first few seconds of pure dialog with the Illuma Defend software program, Glia shortly permits an authenticated interplay, lowering fraud and letting prospects deal with their speedy want, be it an account stability, mortgage inquiry or mortgage origination.”
Glia was based in 2012 as SaleMove. The New York-based firm affords digital communication environments, on-screen collaboration, and AI-enabled help instruments for purchasers who have to assist finish prospects on-line, over the cellphone, in house workplace environments, and through video. In whole, Glia has facilitated greater than 10 billion buyer interactions. The corporate has raised $152 million and counts Envestnet, Deutsche Financial institution, and United Healthcare amongst its purchasers. Glia has taken house 10 Finovate Better of Present awards for its dwell demos and most not too long ago showcased its instruments at FinovateSpring 2021.
Based in 2016, Illuma seeks to assist credit score unions increase their model fame with a contemporary and seamless member expertise and higher safety. The Texas-based firm has raised $2.5 million. Illuma appeared on the FinovateSpring stage final month in San Francisco with a demo of the way it brings passive voice authentication to Glia’s customer support interactions.
Photograph by MART PRODUCTION
