Powering Simpler, Smarter, More Inclusive Financial Experiences

Eltropy Unified Platform

Never Miss a Request with Universal Notifications

Agents can now receive incoming request notifications across all areas of the Eltropy Unified Platform, not just in the Conversations module. Whether they’re reviewing appointments, managing submissions, or digging into campaign insights, agents will see real-time alerts and can accept requests without switching tabs or disrupting their workflow.

This update helps eliminate missed interactions and reduces response times, ensuring consumers get timely support regardless of where agents are working. Notifications are synced across all open Eltropy windows, providing a seamless and responsive experience that supports faster service and fewer delays

One Platform, Distinct Brand Experiences

CFIs operating multiple brands can now deliver tailored chatbot experiences for each brand or context, without losing the efficiency of centralized operations. With multiple branding support in the Conversation Panel, admins can create and manage unique bot personas, branding elements, and consumer experiences specific to each brand or website page.

This update simplifies scaling for institutions that support diversified brands. Whether a chatbot is helping someone open an account or apply for a loan, you can fine-tune the experience to match the brand voice and purpose of that interaction.

Professional, Private Warm Transfers for Video Calls

Video calls now support private warm transfers, giving agents the ability to consult with a colleague before handing off the conversation, all while the consumer remains on hold, without seeing or hearing either agent. This improvement aligns Eltropy Video Banking with traditional contact center standards, offering the professionalism and control your teams expect.

When a warm transfer is initiated, the consumer is automatically placed on hold, allowing the primary and secondary agents to coordinate privately. The second agent stays invisible until the transfer is finalized. If needed, the contact can be brought back into the conversation simply by taking them off hold, giving agents flexibility without sacrificing privacy or flow.

These enhancements bring video calls up to par with phone-based service interactions, offering your team more control, smoother transitions, and a more polished experience for consumers, especially in complex or high-stakes conversations like lending, disputes, or financial advice.

Daily Appointment Summaries That Support Better Service

Branch managers and staff can now receive automated daily appointment summary emails, helping them prepare for upcoming engagements with greater clarity and confidence. These summaries are role-based; managers see all appointments across their assigned branches, while individual staff receive only their personal schedules, ensuring the right level of visibility for each team member.

Each summary includes important details like appointment time, duration, contact information, service type, and even video room names for virtual meetings. This helps staff plan ahead, review any relevant notes, and walk into every appointment ready to provide personalized, high-quality service.

Appointments are meaningful moments to connect with consumers and support their financial goals. With the ability to prepare in advance, teams can reduce no-shows, create smoother interactions, and deliver a more thoughtful, member-first experience across every touchpoint.

Privacy-First Check-In, Now Available in Eltropy Lobby Management

Branches using Eltropy Lobby Management can now offer anonymous check-in, allowing walk-in consumers to join the queue by simply entering their name, no mobile number required. This feature removes a key barrier for privacy-conscious individuals and those without a mobile device, creating a more inclusive experience without compromising queue management efficiency.

Configured at the branch level, anonymous check-in works seamlessly across both staff-assisted and self-service flows. It supports accessibility goals, aligns with growing privacy expectations, and helps ensure no one is excluded from service due to data collection requirements.

Whether the consumer prefers not to share their number or doesn’t have one, this enhancement helps branches welcome more people while keeping operations smooth and respectful.

Eltropy AI

Smarter Scoring, Fairer Insights, Now Enhanced in Eltropy’s Unified Platform

Eltropy AI Intelligence within the Unified Platform now delivers even greater scoring accuracy by filtering out brief, non-substantive interactions and allowing teams to customize profanity detection based on their standards.

By setting a minimum message threshold, the system avoids scoring quick replies like “You too,” which don’t reflect meaningful engagement. Customizable profanity filtering also reduces false positives, ensuring agent evaluations better align with your communication culture.

These enhancements help teams focus on real conversations, improve coaching accuracy, and make performance data more reliable across the board.

Integrations

IDgo Integration: A Secure, Passwordless Authentication That Builds Consumer Trust

IDgo is now integrated into the Eltropy Unified Platform, enabling secure, passwordless authentication through device-based biometrics and text verification. When a consumer calls in, the system checks enrollment and triggers a quick text-based identity check, no passwords, no guesswork.

This upgrade supports enhanced IVR workflows, reduces fraud risk, and makes authentication faster and more seamless across your existing Eltropy environment. For consumers not enrolled in IDgo, fallback options or agent routing ensure a smooth experience every time. It’s a simpler, more secure way to verify identity, built right into the tools your team already uses.