Announcing Landmark Enhancements to Eltropy Unified Conversations Platform

Eltropy Voice+

Voice+ revolutionizes the contact center experience by seamlessly integrating voice capabilities with digital channels like texting, video, and chat – all enhanced by a cutting-edge AI layer. This fusion creates an unparalleled unified contact center solution for voice, digital, and AI interactions.

With Voice+, agents will enjoy a streamlined “single pane of glass” interface, empowering them to provide exceptional service to their members or customers with unprecedented efficiency and effectiveness.

Skill Based Routing Enhancement

Routing is not just about connecting calls; it’s about optimizing every interaction to improve efficiency, customer satisfaction, and operational effectiveness. A well-implemented routing system is foundational for high-performing organizations, directly impacting their ability to meet member and customer needs.

Eltropy’s Approach: We have developed a routing engine agnostic to interaction channels and added nuanced routing logic that enables organizations of all sizes to handle all their interactions in a much more sophisticated way. 

Enhancements in SBR

Queue Priority: Allowing higher priority or higher value interactions to be handled first.

Agent Proficiency: Agents are chosen based on their level of language proficiency allowing most proficient agents to handle relevant requests first.

Exclude Text Channel: Option to exclude text from routing for manual assignment.

Offline Queue: New queue type for voicemails and messages outside office hours.

One Routing Profile: Only one profile per agent enabling them to handle the most appropriate or relevant requests vs any and all requests. 

Cross-Channel Concurrency: Determine which channels can be handled simultaneously by an agent.

Agent Allocation Choice: Most Idle, Least Occupied, or Round Robin.

Performance Improvements: Faster agent allocation reduces match time from over 30 seconds to less than a second. 

Lobby Management

Deliver excellence, one visit at a time. Eltropy’s Lobby Management, part of our Total Branch Solution, improves the branch experience for visitors and employees with:

Efficient Check-ins and Queue Management: Streamline walk-ins and appointment check-ins, display queue positions. This minimizes wait times, enhances visibility, and boosts customer satisfaction by allowing employees to focus on high-value tasks.

Branch Traffic Analytics: Leverage detailed insights into customer flow, peak times, and service performance to make data-driven decisions that enhances branch efficiency.

Resource Planning: Utilize lobby data to optimize staffing and resource allocation across all your branches, ensuring your branch operates smoothly and effectively.