Community Wide Case Study

Founded in 1967 and recognized by Forbes Advisor for its commitment to financial education, CommunityWide is a small but forward‑thinking credit union with around $1 billion in assets and about 40 employees. Despite no major fraud crisis at the time, leadership proactively acknowledged growing industry threats from voice‑based scams and deepfakes. Even isolated card services fraud spurred them to simplify their outdated phone authentication process, which was bogged down by manual one‑time passwords and slow verification requiring about a minute per call. Their existing systems also lacked deeper analytics and call reporting needed for strategic contact center improvement and audit readiness.

Working with Confirm, which streamlines integration through prebuilt connectors into banking cores and telecom systems, CommunityWide deployed Pindrop’s voice‑based authentication solution—Pindrop Passport—alongside Confirm’s UI integrations. The joint solution enabled passive authentication inside IVR or agent-assisted calls, immediate risk insight, and a unified dashboard combining voice, device, behavior, and OTP data in a “single pane of glass.” Implementation took under two months and delivered results out of the box: authentication dropped to under five seconds, reporting became audit‑ready, and both staff and members responded positively. Call center efficiency improved, member satisfaction rose, and the credit union gained a proactive defense posture against future synthetic voice fraud.