Take The Call to Future Proof
Your Contact Center
Contact Center Voice + Eltropy Unified Platform
Modernizing Contact Centers
Eltropy Modern Contact Center supports both human and AI interactions within a single unified platform, offering both traditional voice capabilities and cutting-edge features needed to elevate the contact center experience for credit unions and community banks.
Measurable impact
Trust the ROI
Eltropy orchestrates growth, optimizes performance, and delivers tangible value for 700+ credit unions and community banks. See how our customers are transforming their Contact Centers with our Modern Contact Center solutions.
10X
Faster Answers to Member Questions
90%
Containment with Efficient Query Handling
24x7
Contact Center
Support
DO MORE WITH LESS
Eltropy Modern Contact Center
Embrace a modern, more efficient contact center to empower your team to enhance interactions, streamline operations, and maximize their productivity, while ensuring exceptional service.
Unified Omnichannel Experience
Add Text & Chat channels to reduce call durations that occupy agents in one task for long periods.
Offer your members and customers a seamless experience across all channels —Chat, Text, Voice, and Video—with unified inbox, one-click channel switch, co-browsing, and more.
Transition from text to voice with Text-to-Talk in a single click no-dial option to reduce outbound call charges.
Advance Self-Serve Options
Set up AI Agents to handle routine queries 24/7 across voice and chat. Transfer to human agents as needed with complete context.
Host a Live Chat Widget on your website or mobile app to provide real-time, secure support to engage web visitors.
Use industry’s first multi-channel Skill-Based Routing [SBR] for automatic & intelligent call routing that uses priority queues, agent skills, and proficiency matching for optimal agent-member/customer pairing.
Frictionless Fraud Prevention
Authenticate members and customers using multi-factor authentication (MFA) with Text (OTP) and Video Verify (KBA, ID verification, and Video interaction).
Record & store interactions for meeting regulatory requirements for compliance, audit, and security.
Reactive to Proactive Support
Monitor call center activity in real-time for quality assurance and provide timely intervention using Eltropy Live Dashboard, Silent Monitoring, and Barge-In.
Track call volume, wait time, handle time, abandonment rate, missed interactions, and much more with the Unified Interaction Dashboard to optimize interactions.
Leverage conversation insights from AI Intelligence to ensure high levels of satisfaction.
Zero Information Silos
Enable your front-line staff to provide accurate and fast query resolution with ChatGPT-like AI Assistants trained on your member/customer data, interaction history, procedures, guidelines, etc., across channels and departments.
Staff Experience Optimization
Utilize AI, Automation, and Pre-Set Text Templates for routine workflows, such as member authentication, call routing, reminders, basic queries, and more.
Enable “Anywhere Staffing” with remote Video Banking.
After-Call Work
After-Call Work (ACW) for Secure Chat gives agents extra time to wrap up each conversation. During this period, agents can add notes, apply tags, and ensure all details are accurately recorded.
After closing a chat, a dedicated ACW panel will display the remaining time before they become available for the next interaction. This prevents rushing, enhances accuracy, and maintains efficient workflows.
ELTROPY CONTACT CENTER VOICE
All The Phone Features
Your Team Will Ever Need
Soft Phone Controls
Offer browser-based crystal clear voice calling that allows you to make and receive calls without a physical telephone.
Warm and Cold Transfer
Supports warm & cold transfer of the calls to internal queues, and internal & external users. Record calls even when transferred to external user.
Conference
Allows you to add other users or contacts to the conference, significantly increasing the first-call resolution (FCR).
911/e911
Enhanced 911 (e911) identifies and routes your location to the appropriate local PSAP for a speedy response.
Call Recording
Leverage dual-channel cloud recording with on-demand playback. Transcribe & analyze the call recordings with Eltropy Conversation Intelligence.
Call Back
Allow callers to receive a call back instead of staying on hold for extended periods.
Voice Mail
Allows members and customers to leave messages after work hours or if no agents are logged in.
Visually design powerful call flows to do segment routing, next-best action routing, demographic routing, and much more.
Prioritize calls based on the caller value, type of issues, or any other variable using priority queues.
Screenpops
Automatically bring relevant information from Core and CRM to the agent for faster and contextual call handling.
After Call Work
Allow agents to add tags and notes at the end of the call before they become available for the next call.
Outbound Calling
Text to talk or place an outbound call to connect with members and customers at the right moments.
