Elevating Digital Engagement Across Every Touchpoint

Eltropy Unified Platform

Multi-File Uploads Made Easy

Collecting documents just got easier for both your team and consumers. With the new ability to upload multiple files under a single document category, consumers can now submit things like the front and back of a driver’s license or a multi-page proof of insurance without hassle. 

This simple update reduces frustration, speeds up document collection for more complex cases, and works seamlessly across text, chat, and video channels. That means fewer back-and-forths, quicker resolution times, and a better overall experience for everyone involved.

A More Natural, Face-to-Face Video Experience

Video calls with consumers now feel more personal and polished. The agent’s video is front and center by default, creating a more intuitive, face-to-face interaction. Consumers see themselves in a smaller preview window, similar to video apps they already use. This simple but impactful change helps build trust and comfort, especially in sensitive conversations like lending or financial advice.

Behind the scenes, the layout is cleaner and easier to use across devices. When the agent shares their screen or starts e-signing, the video collapses to give consumers more space to focus on the task at hand. Hardware settings are easier to find, video recording notices are clearer, and multi-party calls are more comfortable to navigate, especially on mobile.

The result? A smoother, more modern experience that reflects the professionalism of your brand and helps consumers feel at ease during important conversations.

Smoother Appointments Start with Better Prep

Consumers can now upload documents while booking their appointments, giving your team everything they need ahead of time to make the most of each interaction. Whether it’s a loan application, payment issue, or ID verification, having documents upfront means less back and forth, fewer delays, and a more productive conversation from the very start.

For staff, this unlocks time to personalize the appointment instead of chasing paperwork. A loan officer can review the consumer’s documents in advance, pre-qualify them, and use the meeting to walk through options or even issue a same-day decision. Collections agents can go in informed and ready to offer relevant support or escalations. It’s a small change that dramatically improves efficiency and the overall consumer experience.

Documents are tied to the appointment, visible on the dashboard, and persist even if rescheduled, ensuring nothing gets lost in the shuffle.

Transform Reviews into Local Insights That Drive Real Change

Reputation Management just became more precise. Reviews now display the exact branch address instead of only showing the institution name, making it easier to pinpoint where feedback is coming from. Combined with advanced filtering by agent, branch, and time range, your team can quickly spot performance trends, identify service gaps, and address emerging issues at the local level.

With this added visibility, teams can shift from generic responses to targeted, informed action. If one branch is consistently receiving low ratings related to lending, you can quickly identify the location and take steps to improve. Filtering reviews by department and timeframe might reveal a regional spike in card-related complaints that requires attention.

These updates help turn scattered feedback into focused, location-based strategies that improve satisfaction, increase NPS, and build stronger community relationships.

Eltropy AI

Clearer Conversations with In-Call Texting from Department Numbers

AI Voice Agents can now send text messages during a call using your official department numbers. Whether it’s a routing number, a link, or a branch address, the information is delivered directly to the consumer’s phone, without ending the conversation. This creates a smooth, professional experience that feels both personal and trustworthy.

By sending messages from a familiar number, consumers are more likely to recognize and trust the communication. It also gives them a lasting reference point for key details they might otherwise forget once the call ends.

This update bridges the gap between live voice interactions and the digital convenience of SMS, allowing your institution to deliver real-time support and persistent follow-up in one seamless experience.

Smarter, Fairer Scoring with AI Intelligence

AI Intelligence now makes conversation scoring more transparent and accurate. When certain questions aren’t relevant, like verifying a consumer’s identity during a follow-up call, the new Not Applicable option ensures those moments don’t negatively affect an agent’s score. It’s a small change that leads to more fair and realistic evaluations.

In addition, reviewers can now hover over each AI-scored answer to instantly see the exact part of the conversation that triggered a Yes or No. Clicking the tooltip takes them straight to the matching message, or clearly indicates if no related response was found. This gives supervisors the context they need to trust the AI’s assessment and coach more effectively.

With these updates, your team gets scoring that reflects real performance, improves coaching accuracy, and builds confidence in AI-assisted evaluations.

Integrations

Co-Browse Now Available for More Online Banking Platforms

Users accessing online banking through platforms like Apiture, Candescent, CU*Answers, or Mahalo can now take full advantage of co-browsing. This update removes the previous technical limitations with SAML-based integrations, making it possible for agents to view and assist with screens in real time, directly from the conversational panel.

With co-browsing available on both desktop and mobile browsers, agents can guide users through complex tasks, spot issues faster, and deliver a more hands-on experience during support sessions. This upgrade enhances collaboration, improves resolution times, and ensures a more seamless digital experience.

By extending co-browse to these integrations, your institution can offer the kind of digital support consumers expect while staying on par with larger competitors in terms of functionality and service quality.