SmartApps Updates

Update log:

• Summer '25 update notes
• Spring '25 update notes
• Winter '25 update notes
• Fall '24 update notes

Upcoming Release Schedule 

For the upcoming SmartApps Summer ‘25 release, the following are the release target plans.  These plans could shift between now and the target date(s).  Register for real-time deployment status here: https://status.avtexcloud.com/  

• Deployed June 13th - Deployed Summer release to customer UAT/test environments
• Targeting week of July 14th - Deploy Summer release to customer prod/production environments
• Fall ‘25 release is targeted for the week of October 27, 2025 

SmartApps Cloud – Summer ‘25 Release

Streamlined Authentication

Voice Biometrics

SmartApps has added another Voice Biometric offering integrating with Pindrop. Pindrop is a comprehensive Voice Authentication and Fraud prevention solution.  This integration embeds the Pindrop agent view within the SmartApps agent view and synchronizes selected member profile within Pindrop.  

Voice Biometrics Search

Site Manager Voice Biometrics views have been enhanced as follows:

• Queue Filter – New ability to filter Authentications and Registrations by Genesys Cloud Queue.
• Filter without Date / Time Criteria – Both Authentication and Registration views allow for searching without the Date / Time filter as long as there is a filter on Member ID, Person ID, or Conversation ID.
• Registration Date Filter extended – The Registration view now allows up to 90 days for searching registrations.

Entity ID with leading zeros

In alignment with IVR playback behavior, the Client Addin allows entity numbers to be displayed with leading zeros, ensuring consistency in how IDs are presented across channels. This formatting is governed by Site Parameter 1067, which designates the total number of numeric characters shown. For instance, if Site Parameter 1067 is set to 4 and the entity number is 12, the Client Addin will display it as 0012. By default, the parameter is set to zero, meaning entity numbers appear without any padding. Adjusting this parameter provides flexibility to match entity ID presentation to organizational or system requirements.

Alternate Member Search Upload Page Enhancements

The Alternate Member Search Upload page has been updated to simplify automation for bots, enabling easier and more reliable file uploads. The interface now captures and displays the date and time each upload was processed, along with clear status indicators showing whether each upload attempt succeeded or failed. These enhancements streamline automated workflows and provide greater transparency for tracking upload outcomes.

Alternate Member Search control of Retry logic

An improvement has been introduced to provide greater flexibility in handling authentication failures during alternate member searches, specifically at level 2 or 3. Administrators can now configure what should occur if a caller is unable to successfully authenticate at these higher levels. With the new setting on the Authentication Profile—“Retry Level 1 Question for Alternate Member Search on Auth Failure”—it is now possible to choose whether, upon failure at level 2 or 3, the caller should be redirected back to a level 1 authentication question, or whether the system should continue to prompt with the same level 2 or 3 question. 

Alert Exception Handling

Alert exception handling enables calls to be routed differently based on tags or flags on accounts, shares, or loans. This makes it easy to direct calls—such as those from board members or accounts with recent fraud—to specialized agents or teams. Administrators can set rules for these transfers, choose the destination, and assign Genesys Cloud attributes for added context. This approach provides greater control and customization for handling high-priority or sensitive interactions.

Business Account Support 

The system now includes the capability to distinguish between business and personal accounts during the authentication process. When an account is identified as a business, the authentication workflow presents more relevant and secure questions tailored for business accounts. These questions may include prompts such as the Federal Tax ID or requesting the last few characters of the business name, ensuring that the authentication process is both robust and appropriate for organizational entities. 

To support this enhanced functionality, the Authentication Profile interface has been updated with a new section dedicated to Business Authentication requirements. Administrators can configure this section to define which business-specific questions should be asked and to ensure compliance with security standards for business account access. This improvement streamlines authentication for business clients and provides an additional layer of protection suited to organizational accounts. 

Play Thank You Message 

A new feature introduces a customizable prompt that plays immediately after authentication is completed but before the caller hears their personal greeting to ensure they understand they completed the authentication.  The setting is on the Authentication profile called “Play Authentication Thank You Message”. 

Self-Service 

Proactive Info – Upcoming Events 

Proactive Info can now inform members about upcoming events about pending mortgage, credit card, or loan payments, including both the amount due and the due date. By providing these proactive alerts, members receive crucial reminders about their financial obligations, helping them avoid missed payments and better manage their accounts with confidence. This is configured within the Proactive Info profile under the “Upcoming Due Account Events”. 

Teller Improvements 

Numerous new Teller capabilities have been introduced in direct response to customer demand, delivering enhanced flexibility and member experience. 

• Separate Playback for Pending Deposits and Withdrawals: A new feature allows pending deposits and withdrawals to be played as distinct features rather than being bundled, giving members clearer, more organized information.
• Enhanced Site Parameters for Entity ID Playback:
• New Site Parameter 1090 enables suppression of the Loan Noun descriptor during playback.
• New Site Parameter 1091 enables suppression of the Mortgage Noun descriptor during playback.
• Site Parameters 608 and 609 now include an option for “Account, Accounts” to be used when identifying Mortgage or Loan entities during playback, providing greater flexibility and clarity.
• Loan Payment Flexibility: The "Make a Loan Payment" feature now allows members to make a payment on their loan even if there is no payment currently due, improving convenience and payment management options.
• Improved Merchant Name Identification: For some pending transactions, the merchant’s name—when available within the transaction source field—is now used for playback, allowing members to hear exactly who the charge is from and enhancing transaction transparency. 

Reports 

Fraud Analyst Role 

To further support organizational oversight and security, a dedicated "Fraud Analyst" role has been introduced within Site Manager. This specialized role grants selected team members access to essential reporting tools and investigative search views, including both the Fraud Investigator and Voice Biometrics search functionality. By empowering fraud analysts with the ability to efficiently execute reports and access targeted data, organizations can more proactively monitor, investigate, and respond to potential risks within the system, ensuring robust protection and swift action as needed.  Additionally, the Fraud Prevention configuration can be viewed and updated to hone in the ideal threshold warnings and alerts. 

Info Summary Report – Upcoming Events 

The Info Summary report now includes details about Upcoming Events for mortgages, credit cards, and loans, offering enhanced visibility into important account milestones. This update also tracks instances where a member repeats playback of information, enabling administrators to gain deeper insights into member needs and engagement. 

Monthly Reports 

Confirmation Audit History and Stop Payment reports can now be generated to cover an entire month of data, providing a comprehensive view of activity throughout the selected period. 

Voice Biometric Summary Report 

A newly introduced Voice Biometrics Summary Report is now available under the Fraud Prevention category. This report is specifically designed to demonstrate the effectiveness and impact of Voice Biometrics within the authentication process. It presents data on key engagement trends, including how many members are registering for voice authentication compared to those opting out or indicating no interest at this time. Additionally, the report highlights the split between calls utilizing voice authentication versus those requiring manual agent verification. 

Critically, the Voice Biometrics Summary Report provides detailed metrics that showcase cost savings per call by illustrating the difference in average handle time between calls authenticated via voice and those managed through manual practices. These insights empower organizations to quantify operational efficiencies, optimize fraud prevention strategies, and better understand member adoption of advanced authentication technologies. 

Core Specific 

Symitar Persistent Version 

A significant update to Symitar is the introduction of the Persistent Version API. This evolution means that SmartApps integrated with Symitar will no longer require updates when a new Symitar version is released. Organizations interested in adopting this improvement should contact support for guidance on transitioning. It is important to note that, over time, upgrading to this Persistent Version will become mandatory for all Symitar customers. 

Finastra Phoenix 

SmartApps Cloud now supports the Finastra Phoenix core, giving Phoenix customers streamlined authentication, expanded self-service options, and enhanced fraud prevention—all within one unified platform. 

XP2 Stop Codes 

SmartApps Cloud now supports Fiserv XP2 alerts (known as Stop Codes) for special handling scenarios such as delinquency, bankruptcy, and collections. Using Account Exceptions, these XP2 Stop Codes can be configured to redirect the interaction based on the special scenario. 

Fiserv DNA Account Search 

The Client Addin for Fiserv DNA has been enhanced to improve account lookup efficiency for agents. Now, agents can search for accounts using either the account number paired with a partial or full Social Security Number (SSN). This dual-search capability streamlines the identification process, allowing for faster and more flexible member service interactions while maintaining robust security standards.  The search types are controlled within the Screen Pop Global Configuration.  

SmartApps Cloud – Spring '25 Release

Streamlined Authentication 

Voice Biometrics 

SmartApps has added another Voice Biometric offering integrating with VoxEQ.  The VoxEQ Integration has unique capabilities and differentiation to other Voice Biometrics solution. It provided extra layers of protection, such as checking every call to see if the caller’s voice matches the age of the member profile opened. Additionally, voice prints are stored within SmartApps, not VoxEQ.  The current evaluations are limited to age and voice print, with plans to include birth sex evaluation, fraud voice alerts, and IVR authentication in Summer '25.  Finally, VoxEQ is sold as an offering underneath the SmartApps licensing making it easy to contract, deploy, and go-live.  For more information, register for the upcoming webinar here: https://www.ttecdigital.com/events/voice-biometric-authentication-you-can-deploy-in-a-day  

Voice Biometrics Search 

New Site Manager views have been created to support search Voice Biometrics registrations and authentications.  The views are comparable to the Fraud Investigator views.  Each view provides the ability to search for items using different search criteria along with looking at the item detail. 

• Registration: View the members voice registration status, details on who registered them, and when it was registered.  It also allows a supervisor to delete a member’s registration should they request no longer wanting to use their Voice for authentication.
• Authentication: View all attempts to authenticate a member using their voice including information like when the interaction occurred, which agent handled the call, the outcome of the authentication, and a link to the Genesys Cloud interaction.   

Account Exceptions ordering 

Account Exceptions now allows users to control the order in which account exceptions are evaluated, ensuring that specific warning codes are prioritized and routed accordingly. Previously, the order of evaluation was not editable, but now users can reorder the exceptions based on their needs, providing more flexibility and control over call routing. 

Dormancy/Frozen  

A new default profile has been created and assigned to any Authentication profiles which don’t have an Account Exceptions profile assigned. This was done because Dormancy/Frozen handling has been changed to only transfer when active within the exceptions profile. Before the behavior would always transfer regardless of the flag state.  This provides better control for customers in these exception scenarios to not transfer in some situations for frozen / dormancy account handling. 

PIN Restrictions adjustments 

When members set up or reset their PIN, there are numerous restrictions we apply to the PIN value so that fraudsters can’t guess the person’s PIN based on PII.  We have updated the labels on some of these restrictions to be clearer on the restrictions. For instance, we won’t allow sequential which would include 1234 and 4321 or that we won’t allow for the PINs to include the last 4 of SSN versus equal to the last 4 of SSN.  That means if the members’ last 4 of SSN was 2222, we would not allow 2222 or 52222. Additionally, a new setting has been added to restrict using the member’s birth month/day or birth year as a PIN. 

Reports 

PIN Activity Summary 

The PIN Activity report has been enhanced to allow the report to be run monthly along with getting a summary of the PIN Activity usage. 

Core Specific 

Fiserv DNA - Account Exception support for Warning and Lockout Flags 

Account Exceptions now support using Warning or Lockout flags for special routing scenarios. Additionally, the configuration now allows definition of where to check for the Warning/Lockout flags, either in the Share or Loan or check both. This helps reduce the necessary configuration for different setups. 

Symitar – Sales Tax usage 

In some states, sales tax is added to loan payments. To accommodate this, we have updated our loan payment process to include sales tax in calculating the payment amount, ensuring accurate and compliant payment processing. 

SmartApps Cloud – Winter '25 Release

Fraud Prevention 

Wrap-Up Code Monitoring 

Fraud Prevention monitors suspicious activity and patterns of interactions.  Thresholds could be configured to look at patterns based on non-Agent handled interactions, Queue routed interactions, suspicious marked interactions, and now interactions that ended with a specific wrap-up code. With this update, wrap-up codes are available throughout the platform: 

• Thresholds can be configured based on the wrap-up code used and the frequency of the use over a period of time.  Credit Unions use wrap-up codes to mark specific interactions as suspicious which can be used in a threshold evaluation.
• Interaction History – The Member Service Representative (MSR) can see previous interactions and now include Wrap-Up codes for the previous interactions. See example screenshot below.
• Fraud Investigator – When reviewing previous interactions in Fraud Investigator, the Wrap Up code is now included in the view.  See the example screenshot below from Investigator. 

Employee Productivity 

Phone Number Search

A new Search Type has been added so the MSR can search for a member by phone number. There are two options for searching by phone number depending on the Banking Core used. DNA and Keystone both have built in capabilities to search by phone number while Symitar can be configured to search by a phone number using a Lookup field configured in Symitar. For all deployments, the Alternate Member Search list is used to search for a member by phone number. This assumes periodically uploading the alternate member phone number mapping. Note the Phone Type check box which allows the search field to be a phone number type search. This is used by the client to place a special button next to the phone number field which performs a quick paste of the current interaction’s phone number and performs the search.

URL Screen Pop

Screen popping to a generic URL endpoint has been added allowing screen popping to any web-based application where the dynamic parameters can be sent as URL parameters. As part of this release, we have tested this new enhancement to screen pop to Meridian Link Collect. Using the “Insert Parameter”, values which are specific to the interaction can be used in generating the URL including participant attributes or dialer contact attributes. In the screenshots below, you can see an example screen pop configuration for Meridian Link Collect along with the outcome of the screen pop in the second screenshot.

SmartApps ScreenPopId

For call interactions that go through SmartApps IVR, the Screen Pop profile is set to define which screen pops to make available when the call is delivered to the MSR. For all other interactions, today it would default to the Screen Pop profile which is set as “Default”.  In this release, the Screen Pop profile can be set by setting the participant attribute “SmartApps ScreenPopId” to the screen pop profile ID.  This will allow for controlling screen pop by the interaction type and flow of the interaction. For outbound campaign interactions, using a column called “SmartApps ScreenPopId” with the desired screen pop profile ID. To determine the Screen Pop profile ID for your deployment, navigate to the desired screen pop and the ID will be in the browser URL. In the screenshot below, it shows the following URL in the browser. In this example, the Screen Pop Profile ID is 108.

https://cloudsitemanager-releasestage.uat.avtexcloud.com/configuration/screenpop/profiles/108

Core Specific

Keystone Transaction Descriptions

Keystone handles transaction sources differently from other cores. Depending on the source of the transaction, the field used for transaction sources may vary. To handle the possible differences between credit unions, Site Manager now allows for the configuration of the transaction sources.

SmartApps Cloud – Fall '24 Release

Streamlined Authentication

Voice Biometrics Improvements

SmartApps Cloud provides integration with various Voice Biometrics solutions to provide a simple seamless process to authenticating a member using their voice. To further enhance these capabilities, below details the substantive changes to Voice Biometric integration. No changes were made to the Daon IdentityX voice biometrics integration offering for this release. Note that Voice Biometrics integration is available the SmartApps Cloud Level 3 user license and the Voice Biometrics platforms are sold and implemented separately from the SmartApps Cloud platform.

Nuance Gatekeeper

SmartApps Cloud has added support for another Voice Biometric platform, Nuance Gatekeeper by Microsoft. Nuance Gatekeeper’s user interface is directly embedded within the SmartApps Client provides an easy to use and combined interface allowing a member service representative (MSR) to quickly identify and authenticate the member without flipping between numerous applications.

Illuma Shield

In this release, the Illuma Shield integration with SmartApps includes an improved experience by embedding the Illuma Shield widget within the SmartApps Client representative experience. Like Gatekeeper, this provides the best of both worlds by integrating the user experience of both solutions within the Genesys Cloud + SmartApps client. The integration automates the selection of the member in Illuma and initiates the process to authenticate a voice registered member while recording the outcomes within SmartApps platform.

Additional Force PIN and Customer Activation Scenarios

Additional options have been added to start the Force PIN change and Customer Activation process, including last 5 digits or last 6 digits of the SSN. Setting one of these values for the member’s PIN in the banking core will be matched during authentication and redirect the calling member to the Customer Activation or Force PIN Change process.

Self Service

Teller

Teller is a bank by phone solution providing credit union members 24x7 phone access to typical banking transactions. Built on top of the SmartApps Cloud platform, it provides self-service capabilities to the member while taking advantage of SmartApps Cloud platform’s streamlined authentication, fraud prevention, and employee empowerment capabilities. While this solution is new to SmartApps Cloud, the solution is built using the SmartApps on-premises Smart Teller approach as the solution model. For credit unions moving from PureConnect to Genesys Cloud, the configuration and capabilities will look very similar with some improvements appropriate for cloud architecture. We also have migration tools to ease the process of moving from PureConnect + Smart Teller on-premises to Genesys Cloud + SmartApps Cloud Teller taking full advantage of the existing configuration for Core Account Types, Activity Mapping, Teller menu tree, Teller features, and prompts.

Account Self Service

Teller allows members to perform transactional operations like balance information, recent transactions, funds transfer, making payments, and much more. In this release, numerous new capabilities have been added and feature parity to Smart Teller prem is considered complete.

Reports

Numerous updates to existing reports within the SmartApps Cloud platform as detailed below:

• Usage Summary – The Usage summary report to provide a comprehensive view of the total system usage across various Smart IVR services, aiding credit unions in managing their fair use policy and associated costs. Each customer using SmartApps gets an amount of IVR and SMS fair usage included with the purchase of SmartApps Cloud user licenses. In the Fall release, agent usage of the SmartApps Client has been added to see the total number of representatives using SmartApps. This report will be used to determine if there are any overage fees for SmartApps Client usage above the contract amount along with SMS/IVR usage which is above the fair usage amounts. More details on the fair usage can be found at this link: https://ttecdigital.com/pages/smartapps-fair-use-policy
• Fraud Prevention – Numerous reports under Fraud Prevention were improved to provide direct links to Genesys Cloud conversations making it easier to quickly research a given interaction when drilling into sub reports.
• Pop and Proactive Info Summary – These summary reports were enhanced to show the impact of alternate member search to the overall success. Alternative Member search uses the inbound caller id (or ANI) to find a potential account match to streamline the authentication and screen pop process. The reports provide insight into the authentication success based on phone number matches. To take advantage of these insights, Alternate Member Search needs to be enabled and phone number to member number matching uploaded.

Employee Productivity

Alternate Member Search Upload

Users can now upload a CSV file mapping phone numbers to member numbers, enhancing the system's ability to identify members based on phone number or ANI for inbound calls. This is now being exposed for customers to perform these uploads without engaging TTEC Digital TAC.

Configurable pop definition names

SmartApps Client can be configured to screen pop one to many applications when an interaction is delivered to the MSR. When numerous application screen pop definitions are configured, the SmartApps Client shows a dropdown of the different screen pop definitions. The dropdown label now matches the description in the Screen Pop Application Definition giving control on the name of the application pop name giving the MSR indicator on which application will be loaded.

Authentication answers persist on transfer

When an MSR performs manual authentication using information from the Security Details page, those results are now stored so upon the member’s call being transferred to another representative, the second representative will see the manual authentication results of the first MSR. With this insight, the second MSR can ask varying manual authentication questions should they need to step up the authentication level. In addition to these visual indicators in the SmartApps Client users, Fraud Investigator now shows the breakdown of questions asked and by which representative. Note that Fraud Investigator is only available in the SmartApps Cloud User 3 license level.