Eltropy updates the Unified Conversations Platform

These enhancements include Voice+, a modern voice and contact center solution, SBR 2.0 for advanced skill-based routing, lobby management capabilities and additional productivity-enhancing updates.

Eltropy Voice+ integrates voice capabilities with digital channels such as SMS, video and chat, all enhanced by an AI layer. This creates a comprehensive, unified contact center solution for voice, digital and AI interactions as agents benefit from a streamlined single-pane-of-glass interface that enables more efficient and effective customer service.

The updated Skill-Based Routing (SBR 2.0) introduces several new features:

• Queue priority to handle high value interactions first
• Assignment of agent skills based on language skills
• Offline queue for messages outside of business hours
• Cross-channel parallelism to determine concurrent channel processing
• Improved performance through faster agent assignment

Lobby Management, part of Eltropy’s Total Branch Solution, provides efficient check-ins, queue management, branch traffic analytics and resource planning tools to improve the in-branch experience and bridge the gap between digital banking and traditional branch services.

Other platform enhancements include updates to appointment management, a comprehensive view of AI and agent-managed interactions, improvements to the supervisor dashboard, and screen pop capabilities for the agent workspace.

“These improvements reinforce our commitment to quality and represent one of our most significant engineering efforts to date,” said Ashish Garg, co-founder and CEO of Eltropy. “We are excited about the opportunities these improvements create for credit unions and the community.” Banks can improve the overall banking experience of their members, customers and employees.”

Early adopters of Voice+ include Edwards Federal Credit Union, Natco Credit Union, Novations Credit Union, Oregonians Credit Union and People First Federal Credit Union.

“What Eltropy is doing with its Unified Conversations Platform will only magnify and highlight all of the other technology improvements we are currently making for our members across all departments of the organization,” said Carter Pope, CEO of Edwards Federal Credit Union. “Ultimately, we are improving our financial and communications technology to primarily help our employees, so they can in turn help our members have a better banking experience.”

“Voice+ will make a big difference in the way we serve our members,” said Howie Meller, president and CEO of People First Federal Credit Union. “Our agents can now use voice in addition to text, video, co-browsing and AI assistance. This means we can solve problems faster and better, all in one place. This is a real improvement for our members.”