Voice+ (CCaaS)

Eltropy Voice+ is an AI-powered cloud contact center solution designed for credit unions and community banks. It unifies voice and digital channels into a single platform, enabling seamless member service, faster resolutions, and improved agent productivity. Voice+ integrates traditional calling features with advanced collaboration tools, AI assistance, and real-time analytics.

Features

• Softphone controls for browser-based calling
• Warm and cold call transfers, conferencing, and voicemail
• Enhanced 911 (e911) support
• Dual-channel call recording with transcription and analysis
• Callback options to reduce hold times
• Drag-and-drop call flow designer
• Priority queues and skill-based routing
• Screenpops from Core and CRM systems
• After-call work tagging and notes
• Outbound calling and text-to-talk capabilities
• Agent proficiency-based routing
• Live dashboards, silent monitoring, and barge-in
• Dynamic IVR and post-call survey integration
• Co-browsing and visual authentication indicators
• Caller ID with OTP verification
• Integration with Eltropy’s text, video, chat, and AI tools

Capabilities

• Unified Conversations: Combines voice, text, video, and chat into a single pane of glass for agents.
• AI-Powered Assistance: Automates simple interactions and supports agents with contextual knowledge.
• Smart Routing: Uses caller data, agent skills, and queue stats to optimize call distribution.
• Real-Time Monitoring: Tracks performance metrics across channels for proactive management.
• Secure Interactions: Enhances call security with OTP, caller ID, and encrypted data flows.
• Flexible Design: Customizable call flows and IVRs tailored to business needs and member profiles.

Benefits

• Reduced Wait Times: Offloads simple calls to AI agents and enables faster human support.
• Higher First Call Resolution: Equips agents with tools and context to resolve issues immediately.
• Improved Member Experience: Offers seamless transitions between channels and personalized service.
• Operational Efficiency: Streamlines workflows and reduces average handle time (AHT).
• Scalable Deployment: Supports remote and in-branch teams with cloud-native infrastructure.
• Actionable Insights: Provides historical and real-time data to optimize resources and satisfaction.