Eltropy

Additional features

AI-Powered Unified Conversations Platform

Centralizes and manages all customer interactions across various channels within a single, intelligent system, driven by AI to enhance financial institution experiences.

Omnichannel Communication

Provides robust capabilities for seamless communication across multiple channels, including traditional text messaging, secure chat, video banking, voice (CCaaS), and co-Browse, ensuring customers can connect their preferred way.

AI at Every Step

Integrates artificial intelligence throughout the entire customer interaction journey, offering 24/7 support via AI agents, automating routine tasks, providing intelligent assistance to human agents, and deriving insights.

Enterprise-Grade Compliance & Security

Prioritizes the protection of sensitive data, ensures privacy, and maintains adherence to industry best practices, rigorous audits, and critical regulatory requirements like PII redaction and proactive fraud prevention.

Maximizes Value Across Departments (40+ Use Cases)

Supports a comprehensive range of over 40 distinct use cases, enabling efficiency and value creation across all financial institution departments, including Lending, Collections, Contact Center, Branch Operations, Marketing, Payments, and Fraud.

Integrated Ecosystem & Workflow Automation

Connects people, data, and systems enterprise-wide through turnkey integrations with leading core banking systems, CRMs, loan origination systems (LOS), and other key platforms to streamline operational workflows.

Lobby Management

Offers advanced features for efficient in-branch operations, including streamlined check-ins, intelligent queue management, real-time queue position alerts for customers, and analytics for optimizing branch traffic and resource allocation.

Video Banking & Video Verify

Replicates and enhances the in-branch experience virtually, enabling secure transactions through features like remote ID verification, secure document exchange, e-signatures, and Remote Online Notary (RON) for enhanced fraud prevention.

Reputation Management

Provides tools to help financial institutions actively collect positive customer reviews, which enhances their Google rankings and improves their overall online presence and brand perception.

Appointment Management

Facilitates efficient scheduling and management of both in-branch and virtual appointments, allowing customers to book easily and staff to manage their schedules effectively.

Voice+ (Contact Center as a Service - CCaaS)

A modern, comprehensive voice and contact center solution that integrates voice capabilities with digital channels, featuring a unified agent interface, advanced skill-based routing (SBR 2.0), real-time monitoring, call recording, and dynamic IVR.

Secure Chat

Offers a protected and encrypted chat environment for sensitive customer conversations, ensuring data privacy and compliance.

Co-Browse

Allows contact center agents to view and navigate a customer's screen in real-time, providing direct visual assistance and improving problem resolution.

Rich Texting

Enhances standard text messaging with support for emojis, icons, images, embedded surveys, and links, allowing for more engaging and effective communication.

Text-to-Talk

Integrates text and voice capabilities to facilitate seamless communication, particularly useful in departments like lending and collections.

AI Agents / Intelligent Virtual Agents

Provides 24/7 automated support capable of handling over 40% of front-line customer inquiries, with seamless handoffs to human agents when needed.

AI for Fraud Detection and Prevention

Utilizes artificial intelligence to monitor customer interactions for suspicious activities and patterns, helping to identify and prevent fraudulent transactions.

AI-Powered Knowledge Assistance for Agents

Equips human agents with AI-driven knowledge bases and tools to quickly find information, enhancing their efficiency and accuracy in responding to customer queries.

Conversation Intelligence

Analyzes and transcribes call recordings, monitors for Personally Identifiable Information (PII), and performs sentiment analysis to provide deeper insights into customer interactions and agent performance.

PII Redaction

Automatically detects and redacts Personally Identifiable Information from communications and recordings to ensure data privacy and compliance.

Secure Data Export

Provides capabilities for daily export of interaction data to secure FTP servers, ensuring data availability and integration with other systems.

DocuSign Integration

Integrates with DocuSign for secure and legally compliant electronic signatures on documents exchanged during virtual interactions.

User Role Mapping

Integrates with Directory Providers to efficiently assign user roles and permissions, streamlining user management and access control.

Text Analytics

Tracks key metrics for text interactions, including message volume, response rates, and average handle time, broken down by interaction type, department, and individual employee.

Supervisor Dashboard Improvements

Offers enhanced dashboards and tools for supervisors to monitor agent performance, call center activity, and overall communication metrics in real-time.