Eltropy Voice+ is a future-ready AI-powered voice+digital conversation experience for credit unions & community banks that integrates traditional voice with a powerful unified conversations platform.
Provide 24×7 answers using AI Voice Virtual Agents, shorter wait time for human agents and increase first call resolution with add-on digital tools
Offer seamless channel switching, AI-powered knowledge assistance, and features like co-browsing, texting, workflows, context transfer, and more.
Offer historical and real-time actionable insights to help them identify bottlenecks, optimize resources, and improve member and agent satisfaction.
Voice+ will dramatically improve the service we provide members. By allowing our agents to combine voice with digital channels like text, video, co-browsing, and AI assistance – we can resolve issues faster and more effectively in a single unified experience.
Off-load simple calls to AI Voice Virtual Agent and reduce the wait time without adding more member service representatives.
Empower agents to resolve members issue on first call with easy access to subject matter experts, co-browsing, ID Verification and many other tools.
With one-click access to texting, co-browse, ID verification, eSign, genAI Agent Assist and other tools to use while on call, make it easy for agent’s to provide top-notch service to the members.
With “single pane of glass” modern browser based UX thoughtfully designed for agents to get things done, agent feel empowered to help members effortlessly.
Track key metrics both real-time and historical to identify potential bottlenecks and areas for improvement for addressing them proactively.
Monitor agent performance and customer satisfaction levels (CSAT) to identify areas for improvement.
Flexible, modern, and powerful calling features.
Offer browser-based crystal clear voice calling that allows you to make and receive calls without using a physical telephone.
Supports warm & cold transfer the calls to internal queues, and internal & external users. Record calls even when transferred to external user.
Allows you to add other users or contacts to conference to increase the first call resolution (FCR) significantly
Enhanced 911 (e911) identifies and routes your location to the appropriate local PSAP for a speedy response.
Dual channel cloud recording with on-demand playback. Transcribe & analyze the call recordings with Eltropy Conversation Intelligence.
Allow callers to receive a call back instead of staying on hold for extended periods.
Allows members to leave messages after hours or if no agents are logged in.
Visually design powerful call flows to do segment routing, next best action routing, demographic routing and much more.
Prioritize calls based on the caller value, type of issues or any other variable using priority queueing.
Automatically bring relevant information form Core and CRM to the agent for faster and contextual call handling.
Allow agents to add Tags & Notes at the end of the call before they become available for next call.
Text to Talk or Just place an outbound call to connect with members at the right moments.
Provision, manage and monitor from anywhere.
Achieve the right tradeoff between connecting to highly skilled agents v/s wait time using agent proficiency in your routing strategy.
Monitor agent performance and call center activity in real-time.
Listen in on agent calls without the agent’s knowledge, for quality assurance purposes.
Join an ongoing call between an agent and a member to provide timely intervention (if needed)
Track volume, queue time, handle time, abandonment rate, missed interactions, & more for phone calls and digital channels in a single dashboard.
Use dynamic IVR or create your own IVR to route the calls to the right skill queues.
Collect feedback from members post calls.
Combined power of Eltropy Unified Conversations.
Transfer calls from an AI agent to a human agent with the AI Agent transcript for full context.
Use caller ID to do screen pops and OTP to reduce the handle time and increase call security.
See what your member sees on their screen and navigate it together in real-time.
Allows you to integrate text messaging into your contact center solution.
Allows you to integrate AI voice into your contact center solution.
Allows you to integrate video banking into your contact center solution.
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