- Unified Conversations Platform company Eltropy has introduced a range of new enhancements to its offering.
- The enhancements include Skill-Based Routing, new Lobby Management features, and a voice and contact center solution, Voice+
- A Finovate alum for more than seven years, Eltropy most recently demoed its technology at FinovateFall 2022.
Unified Conversations platform provider Eltropy recently unveiled a set of new enhancements to its offering. The upgrades include Skill-Based Routing (SBR 2.0), new Lobby Management features, and a modern voice and contact center solution, Voice+.
“These enhancements reaffirm our commitment to quality and mark one of our most significant engineering efforts to date,” Eltropy CEO and Co-founder Ashish Garg said. “We’re excited about the opportunities these improvements will create for credit unions and community banks to elevate their overall member, customer, and employee experience in banking.”
Eltropy Voice+ brings voice functionality to digital channels such as text, video, and chat. Enhanced by an AI layer, Voice+ provides a unified contact center solution for voice, digital, and AI interactions, and gives agents a single interface to support greater efficiency. Skill-Based Routing (SBR 2.0) provides users with several features including the ability to prioritize high-value interactions, match agent proficiency based on language skills, and identify simultaneous channel handling via cross-channel concurrency. Lobby Management, first introduced earlier this year, now combines the best of digital banking with traditional branch services with efficient check-ins, queue management, branch traffic analytics, and resource planning tools.
Howie Meller, President and CEO of People First Federal Credit Union — which was among the early adopters of Eltropy’s Voice+ — praised the enhancements as a benefit for members and credit union employees alike. “Voice+ will make a big difference in how we serve our members,” Meller said. “Our agents can now use voice alongside text, video, co-browsing, and AI help. This means we can solve problems faster and better, all in one place. It’s a real improvement for our members.”
Eltropy made its first Finovate appearance in 2017, and most recently demoed its technology on the Finovate stage at FinovateFall 2022. In the years since then, the company has partnered with several community financial institutions such as Cyprus Credit Union, InRoads Credit Union, and Magnifi Financial, as well as fellow Finovate alums Jack Henry, Fiserv, and Alkami. In fact, Eltropy began the year celebrating its 600 customer milestone. The company opened the doors to its new headquarters in Santa Clara, California, in May.