Eltropy Launches Voice+, Unifying Voice and Digital for Community Financial Institutions
Eltropy, a pioneering conversations platform
for credit unions and community banks, launched Voice+, integrating
traditional voice capabilities with digital channels like text messaging, video, and chat into a unified contact center
solution. Voice+ provides a “single pane of glass” experience for agents to
seamlessly handle voice and digital interactions, with unified routing, AI
agents and assistants, and analytics across all channels.
"Voice+ bridges the gap between traditional
voice and cutting-edge digital conversations that today's customers
expect," said Ashish Garg, Eltropy Co-founder and CEO. "This
future-proof solution allows community banks and credit unions to meet
and exceed customer needs through effortless, unified conversation experiences.
Providing Voice+ is a major milestone in executing our vision for a Unified
Conversations platform. We couldn’t be more excited for our customers to
leverage Voice+.”
Eltropy Voice+ offers comprehensive voice
capabilities including softphone controls, call transfer, conferencing,
voicemail, call recording, outbound dialing, callback, priority queues,
skill-based routing, and IVR. A visual call flow designer allows credit unions
and community banks to easily implement routing strategies based on business
hours, queue stats, data dips 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 more quickly
on the first interaction. The platform enables a smooth handoff when escalating
a call from an AI virtual agent to a live agent, with full context passed along
to the human.
"Voice+ is built directly into our unified
conversations platform in the cloud,” said Jack Chawla, VP 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 moving from legacy voice solutions need assurance on core Call Center
functionality. In this first release of Voice+, we are providing a complete
solution – with all the expected voice features, analytics, supervisor tools,
and more.”
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