Fintech
Eltropy launches Voice+, unifying voice and digital for community financial institutions
Eltropiaa pioneering conversational platform for credit unions and community banks, launched Voice+, integrating traditional voice capabilities with digital channels such as text messaging, video and chat in a unified contact center solution. Voice+ offers a “single pane” experience that allows agents to seamlessly manage voice and digital interactions, with unified routing, AI agents and assistants, and analytics across all channels.
“Voice+ bridges the gap between traditional voice and the cutting-edge digital conversations today’s customers expect,” She said Ashish GargCo-founder and CEO of Eltropy. “This future-proof solution enables community banks and credit unions to meet and exceed customer needs through simple, unified conversational experiences. Delivering Voice+ represents an important milestone in realizing our vision of a unified conversations platform. We couldn’t be more excited for our customers to take advantage of Voice+.”
Eltropy Voice+ offers comprehensive voice capabilities including softphone controls, call forwarding, conferencing, voicemail, call recording, outcalling, callback, priority queues, skills-based routing and IVR. A visual call flow designer allows credit unions and community banks to easily implement routing strategies based on hours of operation, queue statistics, data drops and other dynamic information, from simple to highly sophisticated flows.
Eltropy’s AI capabilities automate simple calls and assist human agents, allowing them to resolve customer issues faster on the first interaction. The platform allows for smooth transfer when forwarding a call from a AI virtual agent to a human agent, with the entire context conveyed to the human.
“Voice+ is integrated directly into our unified conversations platform in the cloud,” said Jack Chawla, vice president of product and strategy at Eltropy. “This allows it to seamlessly blend voice capabilities with all our digital channels like text, video and chat. While Voice+ brings many innovations to the market, we recognize that customers are moving away from legacy solutions voice solutions require guarantees on the main functions of the Call Center. In this first release of Voice+, we provide a complete solution, with all the expected voice features, analytics, supervision tools and more.”
With Eltropy Voice+, credit unions and community banks can now:
- Communicate flexibly – Text message to collect and send documents, initiate e-signature, send appointment links, and verify identity, all during the phone call.
- Smooth transition – Switch between AI virtual agents and human agents, with contextual awareness to ensure a seamless experience.
- Efficient itinerary – Distribute calls using priority queues, agent skill, and skill-based routing for optimal agent-member matching.
- Easily design call flows – Use the drag-and-drop designer to easily implement pre- and post-call workflows, including features like callback options, channel diversion, post-call polling, data-driven routing, and more.
- Full voice support – Enjoy a full suite of voice features including hot/cold transfers, conferencing, voicemail, callback, hold, 911/e911, call recording and more.
“Voice+ will significantly improve the service we offer members,” said Howie Meller, President and CEO of People First Federal Credit Union. “By enabling our agents to combine voice with digital channels like text, video, co-browsing and AI-powered assistance, we can resolve issues more quickly and effectively in a single, unified experience.”
Other customers who have signed up for Voice+ include: Edwards Federal Credit Union, Natco Credit Union, Novations Credit Union and Oregonians Credit Union.