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Take The Call To Future-Proof Your Contact Center With Eltropy Voice+
Level up your contact center experience.
Enable Your Members & Customers access service Faster, Better, and On their terms.
Provide 24×7 answers using AI Voice Virtual Agents, shorter wait time for human agents and increase first call resolution with add-on digital tools
Make Your Agents feel Empowered, Equipped, and Efficient.
Offer seamless channel switching, AI-powered knowledge assistance, and features like co-browsing, texting, workflows, context transfer, and more.
Empower Your Executives to Identify, Optimize, and Drive Growth.
Offer historical and real-time actionable insights to help them identify bottlenecks, optimize resources, and improve member and agent satisfaction.
Deliver Next-Gen Calling Experience with Eltropy Voice+
Deliver faster, better, and on-demand communication.
Provide 24/7 support using AI Agents, facilitate shorter wait times for human agents, and increase first call resolution (FCR) with add-on collaboration tools.
Empower and equip your agents to be more productive.
Offer seamless channel switching, AI-powered knowledge assistance, and advanced functionalities such as co-browsing, priority queues, smart routing, context transfer, and more.
Identify and optimize enterprise-wide growth drivers.
Offer executives actionable insights (historical and real-time) to identify bottlenecks, optimize resources, improve member satisfaction, improve team productivity, and more.
Voice+ will dramatically improve our member service. By allowing our agents to combine voice with digital channels like text, video, co-browsing, and AI assistance, we can resolve issues faster and more effectively in a single unified experience.
Howard Meller
President & CEO of People First Federal Credit Union
Enhance Your Member Experience
Lower Call Abandonment Rate by off-loading simple calls to AI Voice Virtual Agent and reducing the wait time.
Empower agents to resolve members’ issues on first call with easy access to subject matter experts, co-browsing, ID Verification and many other tools.
Enhance Your Agent Performance
Increase Agent Satisfaction With “single pane of glass” modern browser based UX thoughtfully designed for agents to get things done faster with one-click access to texting, co-browse, ID verification, eSign, genAI Agent Assist and other tools to use while on call.
Enhance Your Executive Action
Track key metrics both real-time and historical to identify potential bottlenecks and areas for improvement for addressing them proactively.
Monitor agent performance and customer satisfaction levels (CSAT) to identify areas for improvement.
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 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 at the right moments.
Eltropy Voice+ Management
Agent Proficiency
- Achieve the right tradeoff between connecting to highly skilled agents v/s wait time using agent proficiency in your routing strategy.
Live Dashboard, Silent Monitoring and Barge-In
- Monitor agent performance and call center activity in real-time.
- Listen in on agent calls without the agent’s knowledge, for quality assurance purposes.
- Join an ongoing call between an agent and a member to provide timely intervention (if needed).
Interaction Insights Dashboard
- Track volume, queue time, handle time, abandonment rate, missed interactions, & more for phone calls and digital channels in a single dashboard.
Dynamic IVR
- Use dynamic IVR or create your own IVR to route the calls to the right skill queues.
Post-Call Survey Integration
Eltropy Voice+ Unified Platform
Transfers with Context
- Transfer calls from an AI agent to a human agent with the AI Agent transcript for full context.
Caller ID
- Use caller ID to do screen pops and OTP to reduce the handle time and increase call security.
Co-Browsing
- See what your member sees on their screen and navigate it together in real-time.
Pre-Integrated with Eltropy Text, Video, Chat
- Allows you to integrate text messaging, video banking, secure chat, and AI into your contact center solution.
