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4/1/24 SmartApps Cloud – Spring ‘24 Release
Upcoming Release Schedule
For the upcoming SmartApps Spring ‘24 Release, the current planned schedule is:
- Targeting April 17th - Deploy Spring release to UAT environments.
- Targeting May 8th - Deploy Spring release to Production environments.
- Next release, Summer ’24, is targeting release on August 1st.
Streamlined Authentication
Transunion TruValidate (Formerly TrustID) integration
Transunion TruValidate is a solution which provides comfort in trusting the inbound call is coming from the device which is sent by the carrier. The solution used to be known as TrustID. TruValidate provides a risk score on inbound calls which can be used to drive different behaviors within the contact center. This includes routing calls to a specialized agent who can handle risky calls or queues which are from the Fraud team.
Within SmartApps, this information is used in numerous ways:
- With Alternate Member Search, a member can be identified by a Phone Number matched to their account. While this is a great way to identify members, this can be risky if a fraudster is spoofing their number. Based on this, there is a configuration where alternate member search can be bypassed for risky calls.
- In the same way with alternate member search, the risk level of the call can be configured to bypass any of the self-service systems like bank by phone and proactive information.
- TruValidate results will be shown when the call is connected with the member services agent and can be used to help guide the agent on authenticating and engaging the caller.
Self Service
Spanish Playback
Throughout SmartApps there are thousands of prompts available to guide the member through self-service from everything from authentication to hearing proactive information about their account to taking actions on their account. Now the entire self-service touch tone experience is now available in Spanish for the Spanish speak members who are unable to manage the self-service experience in English. In addition, if a Spanish speaker member engages with an agent, the SMS and Email Two-Factor authentication messages will be delivered in Spanish.
Personal Greetings
When your member engages, we can now welcome the member with personal greetings which dynamically play surround a member’s anniversary, birthday, and normal greetings using the member’s name.
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. The near-term roadmap includes 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 built out with the plan to complete the remaining features in the subsequent release, Spring ’24. Below is a list of all the features available with newly added features in bold.
Name | Description |
Authentication | Authenticate member using member number, social security number, birthdate, PIN, and driver’s license number. |
Savings | Savings account information including balances, interest rates, recent deposits, recent withdrawals, and recent transactions. |
Checking | Checking account information including balances, interest rates, recent deposits, recent withdrawals, recent cleared checks, recent POS, and recent transactions. |
Loan | Loan details including balances, interest rates, available credit, recent payments, payment inquiry, interest, payoffs, loan advances, interest paid and recent transactions. |
Mortgage | Mortgage details including balances, interest rates, escrow, payoffs, interest, interest paid and recent payments. |
Credit Card | Credit card details including balances, interest rates, available credit, and recent transactions. |
IRA | IRA information and transactions |
Balance Summaries | Provides member balance information at a glance across specific account types (checking, savings, loans) or across all accounts for quick balance insight. |
Interest and Dividend | Get interest and dividend information for numerous account types. |
Contribution and Tax Information | Get summary information for contributions and tax details for numerous account types. |
Merchant Verification | Allows merchants to do a real-time check to ensure a member has adequate funds to process a check or charge. |
Payments | Make payments to loans, credit cards, and mortgages. |
Check Management | Check management includes putting a stop on a check payment, check status for a specific check, check holds, and check status for a range of checks. |
Withdrawals & Advances | Withdraws funds from checking or saving and send to a member through mail or take an advance from a credit card or loan to checking or savings. |
Funds Transfers | Providing transfers between different entities within the same account including transfer to and from checking savings, and loans. |
Member to Member Transfers | Transfer funds from member’s account to another member within the Credit Union. |
Balance on a specific day | Support to get a balance on a specific day for Mortgages, Loans, and Deposits |
PIN Management | New members are taken through PIN activation procedure. Existing members can be forced to change their PIN by the credit union, or the member can change their PIN on demand through Teller. |
Menu Builder | Build your bank-by-phone menu to match your current system or to enhance upon with the new available capabilities. Easy to use configurable control of menu tree options with support for both static and dynamic menuing. Dynamic menu prompts the member with personalized menus based on their open accounts. |
Expert Mode | Expert mode provides quick access to specific bank-by-phone features without having to navigate a menu system. This is perfect for your expert member users who want quick access to specific information like recent credit card charges or checking balance information. |
Change Member Login | Ability for a member to change the account in the middle of an existing call. |
Teller Reports
One new report, Call Session, was added for the bank by phone application with numerous more coming in Summer '24 release.
The Call Session report is a summary report showing information on volume, length of time, and peak volumes.
Employee Productivity
Custom App Screen pop
On the security details page within the SmartApps Client Addin, the agent will no longer see the social security number or date of birth if the member profile opened is an employee of the credit union.
Voice Biometric date insight
Within Voice Biometric agent views, the agents will now see historical information regarding the member’s biometric engagement. This includes date information regarding when a member had their voice originally registered or when the member opted out or when biometrics was last offered to the member.
Custom Status through SmartApps Cloud
When authentication statuses are customized and specific terms used in the Authentication settings, now those custom statuses are used throughout the system include Fraud Investigator, Reports, and the agent’s Authentication History view.
1/3/24 SmartApps Cloud – Winter '24 Release
Quick Links
Upcoming Release Schedule
For the upcoming SmartApps Winter ‘24 Release, the current planned schedule is:
- Targeting January 3rd - Deploy Winter release to UAT environments.
- Targeting January 24th - Deploy Winter release to Production environments.
- Next release, Spring ’24, is targeting release on May 8th.
Streamlined Authentication
Alternate Member Search
We hear often from credit unions that they struggle to use member # to authenticate a member because most members don’t know their member #. Alternate member search provides a way to alleviate that challenge by searching the caller’s ANI on the inbound call to see if there is a unique match and use the associated member #. This can allow the member to bypass level 1 authentication by matching their ANI to a table which is unique and mapped to a member #. This reduces the information required by the member. For this release, the mapping file will need to be provided manually through a secure fashion to TTEC Digital support, which will then be manually imported.
Self Service
Payment Prompt for Delinquent Accounts
SmartApps has been able to detect if a loan, mortgage, and/or credit card is delinquent and allow for direct routing to an agent in those circumstances. This has now been enhanced to prompt the member to make a payment on their delinquent account(s) in the same manner as is performed in Teller make payment. This is introduced after a member authenticates with any of the applications. Note: This may require specific core methods to be authorized to make payments which are typically only authorized in a full Teller implementation.
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. The near-term roadmap includes 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 built out with the plan to complete the remaining features in the subsequent release, Spring ’24. Below is a list of all the features available with newly added features denoted with an asterisk.
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Seamless Transition to Genesys Cloud
In the cases where Teller is unable to handle the member’s inquiry or there was an issue completing the transaction, the call will escalate to a member service representative (MSR). Upon accepting the call, the MSR is provided the following information:
- Member profile information s
- Authentication status
- Reason for transfer – last completed transaction performed or reason for failure (ex: recently cleared checks, failed force PIN change)
- View historical engagements from all channels
Employee Productivity
Hiding Sensitive Employee Information
On the security details page within the SmartApps Client Addin, the agent will no longer see the social security number or date of birth if the member profile opened is an employee of the credit union.
Core Specific
Fiserv Spectrum
SmartApps Cloud now officially supports Fiserv Spectrum throughout the platform including all of the new bank by phone features.
Symitar Passphrase in Comments
For Symitar, we now support looking for passcode or passphrases by being able to search for numerous keywords within the comments field. In Site Manager, you can now comma separate the phrases to be searched.
10/3/23 SmartApps Cloud – Fall ‘23 Release
Quick Links
Fraud Prevention
Fraud Investigator
Fraud Investigator is a new view within Site Manager which allows your organization to research suspicious interactions, filter interactions by numerous criteria and manage fraud details on historical interactions.
Within the search view it allows for filtering interactions on numerous criteria including date/time, Conversation Id, Member #, From (ANI for phone calls, email address for many other interaction types), Interaction Type (Calls, Email, Web Messaging, etc.), Queue, and Suspicious flag. The result set allows for seeing further detail about the rows as shown below. In addition, you can quickly open the Genesys Conversation interaction detail directly.
The detail view adds details including member information, automated authentication information, and manual authentication details when performed by the agent. The Agent notes and Suspicious flag can be updated in the case where the supervisor or fraud analyst wants to update the details to be viewable by agents on subsequent interactions from the same address or member number.
Self Service
Smart Bot
Smart Bots is enhanced to support two factor authentication using SMS or email to streamline the authentication process while keeping the member’s account secure.
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. The near-term roadmap includes 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, Teller is officially released with the capabilities listed below. In the subsequent Winter ’24 release (due out end of January ’24), we are targeting all key capabilities for feature parity of our Smart Teller on-premises solution.
Name | Description |
Authentication | Authenticate member using member number, social security number, birthdate, PIN, and driver’s license number. |
Savings | Savings account information including balances, interest rates, recent deposits, recent withdrawals, and recent transactions. |
Checking | Checking account information including balances, interest rates, recent deposits, recent withdrawals, recent cleared checks, and recent transactions. |
Loan | Loan details including balances, interest rates, available credit, recent payments, and recent transactions. |
Mortgage | Mortgage details including balances, interest rates, escrow, and recent payments. |
Credit Card | Credit card details including balances, interest rates, available credit, and recent transactions. |
Balance Summaries | Provides member balance information at a glance across specific account types (checking, savings, loans) or across all accounts for quick balance insight. |
PIN Management | New members are taken through PIN activation procedure. Existing members can be forced to change their PIN by the credit union, or the member can change their PIN on demand through Teller. |
Menu Builder | Build your bank-by-phone menu to match your current system or to enhance upon with the new available capabilities. Easy-to-use configurable control of menu tree options with support for both static and dynamic menuing. Dynamic menu prompts the member with personalized menus based on their open accounts. |
Expert Mode | Expert mode provides quick access to specific bank-by-phone features without having to navigate a menu system. This is perfect for your expert member users who want quick access to specific information like recent credit card charges or checking balance information. |
Funds Transfers | Providing transfers between different entities within the same account, including transfer to and from checking savings, and loans. Initial release will support transfers within one account with plans to add account-to-account (external) transfers in Winter ’24. |
Payments | Make payments to loans, credit cards, and mortgages. |
Check Management | Check management includes putting a stop on a check payment, check status for a specific check, and check status for a range of checks. |
Withdrawals/Advances (Now targeting Winter ‘24) | Withdraws funds from checking or saving, send to a member through mail or take an advance from a credit card or loan to checking or savings. |
Seamless Transition to Genesys Cloud
In the cases where Teller is unable to handle the member’s inquiry or there was an issue completing the transaction, the call will escalate to a member service representative (MSR). Upon accepting the call, the MSR is provided following information:
- Member profile information
- Authentication status
- Reason for transfer – Last completed transaction performed or reason for failure (ex: Recently Cleared Checks, Failed Force PIN Change)
- View historical engagements from all channels
Insights
Confirmation Audit History Report
Confirmation Audit History provides details for all banking transactions including funds transfers, payments, check stop pay, among others coming in the future.
Call Flow Analysis By Date Report
Call Flow Analysis By Date provides a breakdown of the member usage in the bank-by-phone capability. It breaks down the usage by menu and then by feature.
Stop Payment Report
Stop Payment provides a breakdown check stop payment usage within the bank-by-phone.
Core Specific
Fiserv DNA – Joint Member search via SSN
A Member Service representative can now search for a joint member who is not primary on any account by using their Social Security Number.
Symitar Nickname
For Symitar, some Credit Unions use the Description field as the nickname for an account entity. With this update, the nickname retrieval can be changed to use the Description vs Nickname field. Nickname field can be used in playing back information about an account giving the member an understanding of which account is being referenced.
Symitar Passcode – USERCHAR
Now SmartApps can pull from new locations for retrieving the Passcode or Pass phrase from the member’s account. Here are the additional locations available:
- Account Name Record (USERCHAR01 - USERCHAR04)
- Account Record (USERCHAR01 - USERCHAR04)
- Account Tracking Record (Tracking record 11-99 -> USERCHAR01 – USERCHAR20)
7/12/23 SmartApps Cloud – Summer ‘23 Release
Quick Links
Employee Productivity
Genesys Cloud Participant Data
When Site Parameter 1018 is enabled, numerous participant attributes are set on the Genesys Cloud conversation, viewable on the Interaction detail view. In this release, additional parameters have been added to provide authentication details for the conversation.
Parameter | Description |
SmartApps System Authentication Status | For interactions which are handled by SmartApps Cloud IVR (Authentication, Proactive Information, Teller) and Smart Bot, this will provide the interaction’s final authentication status. Authentication status text is controlled in Site Manager -> Screen Pop -> Global Setting -> Authentication Status Text Settings. For example: Not Authenticated or Authenticated |
SmartApps Agent Authentication Status | For interactions which are handled by an agent, this will provide the interaction’s final authentication status as performed by the agent. Authentication status text is controlled in Site Manager -> Screen Pop -> Global Setting -> Authentication Status Text Settings. For example: Manual Authentication or Manual Fail |
SmartApps Agent Authentication Details | For interactions which are handled by an agent, this will contain a comma-separated list of authentication methods used by the agent to authenticate the member. This includes selections in the Security Details page, two factor authentication attempts, and voice biometric attempts. For example: Two-Factor SMS, Primary Member – socialSecurityNumber, Primary Member - dateOfBirth |
Streamlined Authentication
Voice Biometrics
In this release, there are agent experience improvements in handling both voice biometric registration and authentication. In addition to Daon IdentityX support, Illuma Labs was added for Agent-based passive voice authentication. Nuance Gatekeeper is planned for Fall ’23 and we are considering Pindrop based on some recent credit union inquiries.
Self Service
PIN Activation and Force PIN Change
Self-service PINs are a typical identifier used for member authentication in self service. This is different than the Card PINs used for withdrawing funds or other ATM services. With this release, credit unions can configure SmartApps to take the member through the PIN activation and force PIN change processes. This process can be enabled after authentication before proceeding to Screen Pop, Proactive Info, Smart Bot, and now Teller. As a credit union, you can control all aspects of the PIN including length and restrictions to not allow PINs in sequence, repeating digits, based on birthdays, etc. It also handles the various ways to determine a member needs to activate their PIN or reset their PIN based on the differences between supported cores.
Smart Bot
Smart Bots is a new offering on the SmartApps Cloud platform providing credit union members consistent self-service options through voice and chat conversational interface. Built on top of the SmartApps Cloud platform, it will provide additional self-service capabilities to the member while taking advantage of SmartApps Cloud platforms streamlined authentication, fraud prevention, and employee empowerment capabilities. While the biggest benefit of a conversational assistant is to assist the member efficiently in a self-service mechanism, it provides a seamless experience when escalating to a live person is necessary.
Account Self Service
Smart Bot provides real-time access for the member to perform transactions on behalf of the credit union member. Below are the transactions available in this release with many more planned for upcoming releases including account transfers, payments, and much more.
Name | Description |
| Authentication | Unified authentication across all SmartApps Cloud platform. Utilizes the same authentication used for screen pop and proactive information. |
| Savings | Savings account information including balances, interest rates, recent deposits, recent withdrawals, and recent transactions. |
| Checking | Checking account information including balances, interest rates, recent deposits, recent withdrawals, recent cleared checks, and recent transactions. |
| Loan | Loan details including balances, interest rates, available credit, recent payments, and recent transactions. |
| Mortgage | Mortgage details including balances, interest rates, escrow, recent payments. |
| Credit Card | Credit card details including balances, interest rates, available credit, recent transactions. |
Seamless Transition to Genesys Cloud
In the cases where the bot is unable to handle the member’s inquiry, the engagement will escalate to an MSR. When the MSR receives the engagement, details are provided to remove the necessity to repeat questions or authentication processes. The interaction escalates through Genesys as a Genesys call interaction which can be routed to a configurable queue. Upon connecting to an MSR, this information is additionally provided:
- Member profile information should the member been identified or authenticated
- Authentication status
- Reason for Transfer (failed authentication, no savings account)
- View historical engagements from all channels
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 platforms 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. The near-term roadmap includes 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. With this release, we are providing beta access to get credit union feedback on the available capabilities along with those in progress for Fall ’23. Below is a list of available capabilities with new additions being added for the beta. All listed capabilities are planned to be fully released in Fall ’23 release though this is not guaranteed. Contact Michael Shrall at michael.shrall@ttecdigital.com if you are interested in being part of the Teller beta program.
Name | Description |
| Authentication | Authenticate member using member number, Social Security number, birthdate, PIN, and driver’s license number. |
| Savings | Savings account information including balances, interest rates, recent deposits, recent withdrawals, and recent transactions. |
| Checking | Checking account information including balances, interest rates, recent deposits, recent withdrawals, recent cleared checks, and recent transactions. |
Loan | Loan details including balances, interest rates, available credit, recent payments, and recent transactions. |
| Mortgage | Mortgage details including balances, interest rates, escrow, and recent payments. |
| Credit Card | Credit card details including balances, interest rates, available credit, and recent transactions. |
| Balance Summaries | Provides member balance information at a glance across specific account types (checking, savings, loans) or across all accounts for quick balance insight. |
| PIN Management | New members are taken through PIN activation procedure. Existing members can be forced to change their PIN by the credit union, or the member can change their PIN on demand through Teller. |
| Menu Builder | Build your bank-by-phone menu to match your current system or to enhance upon with the new available capabilities. Easy to use configurable control of menu tree options with support for both static and dynamic menuing. Dynamic menu prompts the member with personalized menus based on their open accounts. |
| Expert Mode (Beta) | Expert mode provides quick access to specific bank-by-phone features without having to navigate a menu system. This is perfect for your expert member users who want quick access to specific information like recent credit card charges or checking balance information. |
| Fund Transfers (Beta) | Providing transfers between different entities within the same account including transfer to and from checking savings, and loans. Initial release will support transfers within one account with plans to add account to account (external) transfers in Winter ’24. |
| Payments (Beta) | Make payments to loans, credit cards, and mortgages. |
| Check Management (Targeting Fall '23) | Check management includes putting a stop on a check payment, check status for a specific check, and check status for a range of checks. |
| Withdrawals/Advances (Targeting Fall ‘23) | Withdraws funds from checking or saving send to a member through mail or take an advance from a credit card or loan to checking or savings. |
| Card Management (Targeting Fall ‘23) | Card management includes activating ATM, check, debit or credit cards and blocking cards individually or all together. |
Seamless Transition to Genesys Cloud
In the cases where Teller is unable to handle the member’s inquiry or there was an issue completing the transaction, the call will escalate to a member service representative (MSR). Upon accepting the call, the MSR is provided following information is provided:
- Member profile information
- Authentication status
- Reason for transfer – Last completed transaction performed or reason for failure (ex: Recently Cleared Checks, Failed Force PIN Change)
- View historical engagements from all channels
Insights
Two-Factor Authentication Report
The Two-Factor Code report has been enhanced to include “Two-Factor Code Failed” and “Two-Factor Not Received” actions in the case of failed attempts to use the temporary code.
Core Specific
XP2
XP2 is now supported for the full SmartApps Cloud platform, Screen Pop, Proactive Information, Fraud Prevention, and Member 360.
Symitar HB Mode
Symitar’s HB Mode is intended to control Home Banking and Phone Access all in one setting. Some credit unions want the HB Mode to only apply to Home banking or digital banking and not apply to the IVR access. A new site parameter, 1033, when enabled will ignore the HB Mode setting and allow the member access to Proactive Information, Teller, and Smart Bot.
Symitar Passcode – REFERENCE
Passcode or Passphrase is used as another way to authenticate the member manually. An additional option, Site Manager -> Screen Pop -> Global Settings -> Passcode Settings, was added to pull from REFERENCE (Field Number: 009).
