CommunityWide Puts Member Experience First with Pindrop® Solutions + Confirm

About CommunityWide Federal Credit Union

CommunityWide Federal Credit Union (CommunityWide) is a member-owned financial cooperative founded in 1967. For over five decades, CommunityWide has prioritized serving members’ best interests through affordable, personalized services, consistently striving to improve and innovate to meet evolving member needs.

CommunityWide is recognized for providing comprehensive financial tools and advice to help members become better informed about financial wellness to reach their financial goals. The credit union has earned recognition from Forbes Advisor for its focus on not just being a place to deposit money, but for its strong commitment to providing financial education and guidance that empowers members to achieve financial success. CommunityWide has ~40 employees, $19M in revenue, and is approaching $1B in assets under management.

About Confirm

Confirm is a partner of Pindrop and a financial technology solutions provider specializing in secure, compliant, and scalable technology for credit unions, financial institutions, and fintech companies. With +20 years of comprehensive experience in credit unions and fintech, Confirm’s core value lies in bridging the gap between traditional banking operations and modern technology needs. The company provides integrated solutions that connect banking cores, fintech platforms, and telecom systems, enabling financial institutions to modernize their operations while maintaining regulatory compliance.

With a proven track record of scaling operations efficiently, Confirm helps organizations achieve growth objectives through technology that adapts to their evolving needs.

Challenges

CommunityWide was aware of the increasing threat of voice-based fraud and deepfakes targeting financial institutions across the industry, particularly in contact centers. Although the credit union was not aware of direct fraud issues to their organization, their leadership team recognized the need to proactively address the threat before it impacted members and their operations. Additionally, they were aware of their Card Services team experiencing isolated fraud, and wanted to get in front of what could be coming for their own (Checking and Loan services) business.

Despite no immediate fraud concern, the credit union knew that its existing member verification process was creating inefficiencies that impacted both member experience and contact center performance. Traditional authentication methods, like manual verification processes, such as one-time passwords, were slowing down transactions and contributing to longer average handle times and increased wait times for members.

Before Pindrop^® Solutions + Confirm

Verification was inefficient and slow

CommunityWide’s existing member verification processes had become time-consuming and created operational inefficiencies internally. For example, the average time to authenticate a customer was 60 seconds. The team also lacked comprehensive visibility into member transaction patterns and behaviors. Without detailed insights into how members interacted with their services, they were unable to proactively address member needs or optimize service delivery.

Reporting mechanisms were inadequate

CommunityWide’s reporting mechanisms were inadequate for providing the comprehensive performance insights needed to make data-driven operational improvements. Although they collected basic KPIs, the credit union lacked deeper analytics and reporting capabilities necessary to fully understand contact center performance and identify areas for enhancement.

Member intelligence needed improvement

Without comprehensive member intelligence, CommunityWide struggled to anticipate member needs or provide personalized guidance. Representatives often lacked context about a member’s relationship history, preferred service channels, or potential cross-selling opportunities, resulting in reactive rather than strategic member interactions. Additionally, the absence of call records made it difficult to track member interactions effectively and resolve disputes when they arose.

Why Pindrop^® Solutions + Confirm?

Pindrop offered a proactive, instead of a reactive solution.

How did CommunityWide size the opportunity?

Total risk assessment

CommunityWide sought to proactively detect and mitigate fraud with the broader goal of understanding whether or not they had a fraud problem. Additionally, their leadership team wanted a more comprehensive view of risk across the contact center.

According to Pindrop’s 2025 Voice Intelligent Security Report, credit union fraud has increased by +38% over the past few years. This reinforces the need for credit unions to stay vigilant by investing in advanced fraud detection tools, improving authentication measures, and equipping employees with the latest training to respond to these emerging threats.

Technical expertise

Confirm handles the integration with the carrier for call capture and the agent UI via their pre-built banking core interface. Also, Pindrop and Confirm provided a pre-arranged set of enrollment and authentication policies recommended for Confirm’s tenant that are applied to all Confirm customers. This is important because many small banks still run on legacy contact center technology, where pre-built integrations don’t exist. Therefore, if a customer wants to deploy Pindrop^® Solutions in their environment, there’s time and effort required to build an integration from zero. That’s where Confirm comes in; they simplify this process through their pre-built integrations (call capture and agent UI in banking core), making implementation for smaller financial service providers faster, easier, and less resource-intensive to build.

Audit response

Additionally, the CommunityWide team needed to be ready with compliance reporting triggered by an external audit. The data and reporting requirements to comply with such audits are difficult for a credit union of this size to prepare for proactively. For example, if an auditor asks, “How did you authenticate this caller?” Confirm reporting ensures that the organization has a record of voice verification and OTPs sent, ensuring that everything is clearly documented.

As they sought a new solution, CommunityWide leadership had three questions:

Question 1: How would contact center staff respond to the task of learning a new solution?
Question 2: How would members respond to zero legacy authentication questions?
Question 3: Would call handle times actually improve?

The team didn’t have answers to these questions, but decided that, given easy implementation and the price being right, the decision to move forward was low risk. Additionally, the strong brand reputation of Pindrop, combined with public references from customers, bolstered CommunityWide’s decision to proceed.

Why did CommunityWide choose Pindrop^® Solutions and Confirm?

What ROA did Pindrop^® Solutions + Confirm deliver?

Lower average handle time, better member experience

Before Pindrop and Confirm, the average time to authenticate for CommunityWide was about 60 seconds. Now, authentication time is less than 5 seconds, representing a +90% reduction in time to authenticate. With the credit union handling close to 750 calls per day, they made the member experience faster with less hassle, all while increasing the security for their members.

“To date, there have been no member complaints on the new, frictionless process. Additionally, the contact center agents “seem really happy”, said Andrew Wer

CommunityWide now considers its member experience holistically versus the previous point-in-time approach, which was misleading and did not tell the whole story. This partnership also helps the credit union deliver this holistic member experience while increasing security and fraud detection. Because of this partnership, members and staff are happy, and security is stronger.

Single pane of glass

Strong and simple integration is truly the value in the Confirm and Pindrop partnership, especially for credit unions that have a lower call volume than what Pindrop historically serves. For example, in June alone, there were just over 2,000 CommunityWide callers helped via the Confirm and Pindrop integration. About 75% of these callers were newly enrolled, with the remaining 25% authenticated with voice. Due to the high volume of newly enrolled callers, the team anticipates the number of callers authenticated with voice to increase significantly in the coming months.

The integration delivers a unified view of member interactions and security events through a single dashboard interface. This “single pane of glass” approach eliminates the need for staff to toggle between multiple systems to understand member authentication status, call patterns, and potential security concerns. For credit unions with moderate call volumes, this integrated visibility provides enterprise-level insights without the complexity typically associated with larger-scale solutions.

“If there was an issue that came up, previously it was hard to try and piece it all together…But, today that process is easy and straightforward with this new solution in place.” Andrew Wery, Chief Operations Officer, CommunityWide

An unexpected added benefit was the ability to use the solution as a contact center reporting tool, which enables the team to easily pull information on member interactions based on a date and timestamp. The Confirm platform’s consolidated data model enables the CommunityWide team to easily extract detailed information about member interactions using simple date and time parameters. Confirm has already started working with the credit union on additional reporting information that can be leveraged, like employee usage of the platform and more detailed information on high-risk accounts.

Audit trail

For credit unions, the auditing process is typically once a year and viewed as a cost of doing business. Being prepared for this event is important if and when it arises. Now, CommunityWide has an easy way to provide this information to auditors when the situation arises.

“Providing pre-built reporting in case of an audit is very difficult data for a credit union of this size to track, but Pindrop and Confirm do so out of the box. So, if an auditor wants to know “how did you authenticate this caller” Confirm reporting allows the credit union to attest to something like ‘we voice verified and sent an OTP’. It’s all documented.” – Margaret

Member and staff response was overwhelmingly positive

Even as the organization grows, CommunityWide cares a lot about the experience of their members, and this solution enables them to truly understand the anecdotal information outside of just point-in-time metrics. Beyond member experience, staff response has been very positive; time with members decreased considerably, but more importantly, the team hears from agents that this solution has helped create a more positive experience in moving a member more quickly through the authentication process, shifting focus to member conversations and solving their unique problems.

Fast implementation and results

Pindrop^® Passport is a multifactor authentication solution for contact centers that passively authenticates callers as they engage with an Interactive Voice Response (IVR) system or with a contact center agent. Passport runs in the background of a call to help determine if an inbound caller matches an enrolled profile associated with the caller’s phone number, and whether the phone number or the carrier network data indicates a potential risk to a contact center. This solution, consolidated with Confirm’s integration into the core platform, allowed the employee multiple ways to authenticate a member, and enabled fast implementation with a holistic, seamless solution that worked out-of-the-box for CommunityWide.

With passive voice, one-time passwords, or knowledge-based questions in a single pane of glass, the credit union is able to service a member quickly and efficiently, while automatically updating the interaction to the core banking system that manages all member accounts and transactions, which facilitates easy auditing at a later time.

Conclusion

CommunityWide’s partnership with Pindrop and Confirm demonstrates how proactive investment in voice security technology can deliver immediate operational benefits, while strengthening member protection. By reducing authentication time from 60 seconds to under 5 seconds (a +90% improvement), the credit union transformed both member experience and contact center efficiency across its +750 daily interactions.

With seamless implementation in under two months, comprehensive audit trails, and overwhelmingly positive response from both members and staff, CommunityWide positioned itself ahead of emerging voice fraud threats while enhancing daily operations.