What's New
Upcoming Release Schedule!
For the upcoming SmartApps Winter ‘24 Release, the current planned schedule is:
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Targeting January 3rd - Deploy Winter release to UAT environments.
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Targeting January 24th - Deploy Winter release to Production environments.
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Next release, Spring ’24, is targeting release on May 8th.
New Released Features:
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Streamlined Authentication
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Self Service
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Employee Productivity
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Core Specific
1. 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.
2. 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.
| Name | Description |
|---|---|
| Authentication | Authenticate member using member number, social security number, birth-date, 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, payment inquiry*, interest*, payoffs*, and recent transactions. |
| Mortgage | Mortgage details including balances, interest rates, escrow, payoffs*, interest, 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. |
| Funds Transfers | Providing transfers between different entities within the same account including transfer to and from checking savings, and loans. Member-to-member transfers from one member to another is now supported.* |
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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. |
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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. |
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Payments |
Make payments to loans, credit cards, and mortgages. |
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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. |
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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. |
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Interest and Dividend* |
Get interest and dividend information for numerous account types.* |
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Contribution and Tax Information* |
Get summary information for contributions and tax details for numerous account types.* |
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Merchant Verification* |
Allows merchants to do a real-time check to ensure a member has adequate funds to process a check or charge.* |
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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. |
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Change Member Login* |
Ability for a member to change the account in the middle of an existing call. |
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:
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Member profile information
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Authentication status
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Reason for transfer – last completed transaction performed or reason for failure (ex: recently cleared checks, failed force PIN change)
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View historical engagements from all channels
3. 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.
4. 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 pass-code 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.
