SmartApps Updates

• Summer '26 notes
• Spring '26 notes
• Winter '26 notes
• Fall '25 notes

For the upcoming SmartApps Summer ’26 release, below are the target release plans. These plans may shift between now and the target date(s). Register for real-time deployment status here: https://status.avtexcloud.com/

• Deployed August 20^th –Summer release deployed to customer UAT/test environments.

• Targeting September 17^th (12:00 AM EDT) – Deploy the Summer release to customer production environments.

• The Fall ’26 release is targeted for November 12^th (12:00 AM EDT), 2026.

Smart Bot Beta

Smart Bot continues to progress through our Beta and Early Adopter programs as we expand validation with participating credit unions. We have entered a second phase of the program focused on testing new conversational self-service capabilities, including Funds Transfer and Payments, with a small group of credit union partners. Smart Bot’s initial release is targeted for Fall ’26, with a strong roadmap to build out self-service capabilities comparable to those available in Smart Teller while delivering them through a conversational member experience.

Capabilities

The initial Smart Bot release will focus on the core capabilities needed to support a conversational member experience, including member authentication and routing, configurable control over available self-service capabilities, FAQ responses, account information, transaction history, intent-based routing, and seamless escalation to an agent with conversation context. The roadmap will continue to expand self-service over future releases, including transactional capabilities such as Funds Transfer and Payments through the Early Adopter Program.

Early Adopter Program

The Smart Bot Early Adopter Program will continue beyond the initial Fall ’26 release, giving participating customers the opportunity to try new capabilities targeted for Winter ’27 and future releases. Planned roadmap capabilities include OTP authentication, voice biometric authentication, check withdrawals and loan advances to check, tagging Member 360 to track member engagements within Genesys External Contacts, check management, and additional conversational self-service features. Customers interested in participating in the Early Adopter Program or learning more about the roadmap can contact Michael Shrall (michael.shrall@ttecdigital.com).

SmartApps Agent Interface Redesign

We introduced a modernized agent interface designed to improve productivity and enhance the agent experience in the Fall ’25 release. The redesigned SmartApps Agent Interface includes several key enhancements aimed at boosting productivity and improving member service. In the Spring ’26 release, we originally communicated that the legacy agent client would reach end of life in Summer ’26. We have since made the decision to extend the final deprecation to the Fall ’26 release. Beginning with the Summer ’26 release, the legacy agent client will display a deprecation notice to remind users of the upcoming retirement. The legacy agent client will be retired on November 12, 2026, at which point the new agent experience will be the only available agent experience.

Old Client Deprecation Notice

A persistent deprecation banner has been added to the SmartApps legacy agent header notifying users of the upcoming End-of-Life on November 12, 2026. The banner includes a tooltip with full retirement details and to contact TTEC Digital for migration assistance in moving to the supported client version. SMAPPS-25339

SmartApps Agent Interface Improvements

Additional improvements have been made in Summer ’26 based on customer feedback as listed below:

• Resolved an issue where clicking an individual Screen Pop button would launch all configured Screen Pop applications simultaneously. Each button now correctly opens only its associated application.
• Improved toolbar layout so controls wrap naturally within available width instead of forcing buttons to a new line.
• Pop Account Screen button now sits alongside manual authentication buttons in large/extra-large views.
• Better handling for Genesys widget “Small” or “Medium” width client footprint including header button wrapping, search field no longer getting cut off, and OTP window fully visible without scrolling.

Automatic Notes & Answer Storage on Transfer/Disconnect

Agent notes and correct/incorrect authentication answers now automatically save when a call is transferred or disconnected — no manual action required. Secondary agents receiving a transferred call immediately see the first agent's notes and authentication markings. Additionally, duplicate suspicious email alerts are now prevented when notes/suspicious status is saved multiple times or across transfers.

Agent Notes Blocked by Firewall

Resolved an issue where the Azure Firewall (WAF) would intermittently block agent notes containing certain special characters. Notes are now base64 encoded prior to transmission and decoded on the backend, preventing WAF interference with note updates.

Streamlined Authentication

Auto Register for IVR Authenticated Calls (VoxEQ & Daon only)

Added a new configurable option that automatically begins voice biometric registration when a caller connects to an agent after being authenticated within the IVR. When enabled, if the member is not yet enrolled, registration starts immediately upon call connection — eliminating a manual step for the agent. For VoxEQ specifically, voice analysis is suppressed in favor of registration when this setting is active. Already-registered members continue to receive automatic authentication as before. The setting is managed via a new toggle on the Voice Bio Configuration page in Site Manager.

No Auto-Authentication After Registration on Transfer (VoxEQ & Daon only)

Resolved a behavior where a newly registered caller would be automatically re-authenticated when transferred to a second agent. Now, after a voice registration completes and the call is transferred, the receiving agent sees the member's "Opted In" status without triggering an unnecessary authentication attempt. The second agent retains the option to manually initiate voice authentication if desired.

Watchlist Detection Email Alert (VoxEQ only)

Supervisors and Fraud Analysts can now receive an email alert whenever a caller's voice matches a watchlist entry. A new "Watch Alert Email" toggle in the Voice Bio configuration allows one or more email recipients (semicolon-separated). When enabled, watchlist detected callers will alert during voice registration, voice authentication, or voice analysis — sending an email using a new configurable email template.

Data Export

SmartApps Data Export provides raw data access to SmartApps transactional and reporting data, enabling your organization to integrate SmartApps data into your enterprise data warehouse, lakehouse, or analytics platform. Data exports will be available in industry-standard formats such as Parquet and CSV and delivered securely for ingestion into tools like Snowflake, Microsoft Fabric, Databricks, Power BI, and other reporting solutions. We are working on completing the supporting data definitions and documentation referenced for this capability; however, that documentation is not available at the time of release. If you are interested in enabling SmartApps Data Export, please open a support case so our team can enable it in your environment and work through the required SFTP configuration and security setup.

Reports

Specific Member Activity

Added a new report under Fraud Prevention that allows querying activity for specific member numbers. The report supports date-only filtering (up to 1 year of data) and provides a summarized view of activity for targeted members, including all existing columns and sub-reports. This report is comparable with the Member Activity report but it allows filtering on a specific Member for a larger timeframe.

Top Member Activity Report

Added a new report that displays the most frequently interacting members, ranked by total interactions. Users can specify a "Top Member Count" filter (default 10, max 25) and a date range to identify high-activity members along with their authentication and interaction metrics. This report is comparable with the Member Activity report but it allows filtering for an entire month and shows the Top Members’ engaging.

Activity by Specific Source

Added a new report under Fraud Prevention that allows querying activity for specific Source IDs. The report uses date-only filtering (up to 1 year of data) and provides a summarized view of activity for targeted sources, including all existing columns and sub-reports. This report is comparable with the Activity By Source report but it allows filtering on a specific source like a phone number for a larger timeframe.

Top Activity by Source Report

Added a new report under Fraud Prevention that displays the most frequently interacting Source IDs ranked by total interactions. Users can specify the number of "Top Source Count" (default 10, max 25) to limit results to the highest-activity sources within a date range. This report is comparable with the Activity By Source report but it allows filtering for an entire month and shows the Top Source IDs (ex: ANI or email address)

Member Engagement Summary

Added a new summary-level report that provides aggregated interaction totals by media type (Calls, Web Messages, etc.) with breakdowns by product (Teller, Info, Pop, Smart Bot). Displays total interactions, unique member counts, authentication outcomes, and alert flags. Supports date-only filtering with up to 1 year of data.

Self Service

Teller Improvements

• Additional Transaction History Settings - Added configurable transaction history limits for Mortgage, Payroll, and Check Holds to the Teller profile. Administrators can now set the maximum number of transactions to retrieve and the lookback window (in days) for each category via Site Manager → Teller → Transaction History Settings. This provides more granular control over transaction retrieval performance and consistency per institution/profile.
• Standardized failure threshold messaging - When a caller exceeds the No Entry, Invalid Entry, or Authentication Failure thresholds, the system now plays a consistent transfer prompt ("Please hold while your call is transferred") without mentioning a specific destination such as the Member Contact Center. This ensures uniform messaging across all failure types regardless of business hours. To enable the new messaging, change both Entry Errors custom prompt configurations on each Teller Profile from custom to default.
• Updated caller messaging for Card Activation and Blocking - Corrected the message played when a caller enters a valid card that does not belong to them. Previously, the system incorrectly stated the card was invalid. The new message now accurately informs the caller that only the card owner can activate or block the card.

Fraud Prevention

Fraud Investigator & Voice Biometrics Consolidated Views

In Site Manager, Fraud Investigator and Voice Bio Search have been merged into a single unified Investigator hub with three tabs: Fraud Investigator, Voice Authentications, and Voice Registrations. The previously separate Voice Bio Search and Global Configuration nodes have been removed. Analysts can now search across all three views from one location without switching between disparate pages.

• License Requirement - The Fraud Investigator and Voice Biometrics views require a SmartApps 3 licenses. The Voice Authentications and Voice Registrations tabs are only visible when Voice Biometrics is enabled in the environment and integrated with one of the supported biometrics vendors.
• Flexible Date-Optional Searching - Search now supports date-less queries when a unique identifier is provided such as a Conversation ID, Member ID, or Person ID. Date ranges remain required for broad searches, with a maximum range of one month. This reduces friction for fraud and support teams who know a member or conversation but not the exact timeframe.
• Fraud Investigator Detail Drawer Redesign - The interaction detail view has been fully rebuilt into a full-width drawer with a three-column layout and tabbed breakdown covering Authentications, Manual Authentications, OTP, and Voice Authentications. Additional data points are now surfaced including Product icons, multi-member ID display, notes tooltips, and suspicious mask indicators in the search grid.
• Voice Authentication & Registration View Consistency - Voice Authentication and Voice Registration detail views now behave identically to the Fraud Investigator — full-width drawers, consistent Save/Close button placement, and unified navigation patterns. Agent Notes and Suspicious status are now visible within Voice Authentication details. Shortcut buttons allow analysts to quickly cross-navigate between related conversations, authentications, and registrations.

Core Specific

DNA Core API - Cross-Account Funds Transfer Support

Updated the IVR cross-account funds transfer flow to properly support DNA Core API. The system now correctly prompts callers for a destination account (rather than a destination member number) and proceeds directly to the transfer amount without requiring an account type selection. This aligns the DNA Core API transfer flow with its account-level processing model, matching the behavior of other account-level cores while maintaining backward compatibility with member-level cores.

Keystone – Improved IVR Phone Number search

Enhanced the Alternate Member Search experience for Keystone-based institutions by introducing a dedicated phone number lookup capability. Previously, phone-based searches were not reliably returning the correct results for IVR identification when the phone search was direct directly against the Keystone core. The new approach correctly resolves member Login IDs from a phone number, improving accuracy and reliability when callers are identified through the IVR.

SmartApps Agent Interface Redesign

We introduced a modernized agent interface designed to improve productivity and enhance the member service experience in the Fall ’25 release. The redesigned SmartApps Agent Interface introduces several key enhancements aimed at boosting productivity and improving member service. For this release, we added numerous enhancements to the new Agent Interface. As a reminder, in the next release (Summer ’26), the new agent experience will be the only available agent experience.

• OTP passcode improvements – Place the cursor in the first box when the OTP opens to make it easy to start entering the code, disable the Verify button until all digits are filled, and allow pressing Enter after the code is entered as a shortcut to trigger Verify.
• Added “Agent Notes” label to agent notes button to make it stand out.
• Added bandito mask to the header when call is marked suspicious.
• Added chat indicator to Authentication History to indicate which of the previous history events had notes written by an agent.
• Added the Phone Number not on File or not on this person’s profile to the Alerts section so it shows both visually and textually.
• Added the ability to add custom alerts to the Alerts section under the red alerts and warning alerts using Genesys Cloud participant data, SmartApps Alert Description, and SmartApps Warning Description.
• Configurable control over if the agent will see the security details, search member view, and show details on Credit Union employee accounts.
• Configurable control over the column headers in the Authentication History view. Also note that the columns include a new one called “Product,” which shows which SmartApps product authenticated the member. This includes items like Screen Pop, Proactive Info, Teller, and Smart Bot. See the screenshot below.

Streamlined Authentication

VoxEQ Voice Print Stored on Account

With this release, Credit Unions can now choose to store a Voice Print on a member account after manual authentication. When an agent verifies a member traditionally, they can create and link a Voice Print to that member. Later, if someone tries to register for voice authentication, the system checks the new Voice Print against the stored one, helping prevent fraud. This feature is configurable, so organizations can enable or disable it as needed.

Configurable control of Voice Biometric Outcome colors

We improved the Authentication and Registration voice biometric actions by adding visual color bubbles around the configurable outcome text to clearly display status. This enhancement makes it easier for agents to quickly interpret results at a glance. This applies to VoxEQ and Daon voice biometric integrations.

Write voice biometric details to Genesys participant attributes

For voice biometric registrations and authentications performed on an interaction, numerous attributes will be written to Genesys participant attributes:

• SmartApps Voice ID – Unique person ID of the person selected on the call.
• SmartApps Voice Registration – For calls where the member’s registration status changes, it will store Opted In, Opted Out, or Not Now.
• SmartApps Voice Authentication – For calls where the member authenticates, it will store the outcome of Success, Failure, or Marginal. Note that Marginal applies only to VoxEQ.

Improved voice biometrics authentication search

Numerous enhancements have been made to improve the Voice Biometric Authentication search view. Below is a list of the enhancements:

• Added who initiated the voice authentication in the search view.
• For the Outcome column, use the same color outcome bubbles with customizable text as shown in the agent client experience.
• Added additional search criteria including search by authentication type or authentication outcome.

PIN Restrictions

We’ve strengthened PIN security by restricting the use of street numbers and ZIP codes within PINs. This helps ensure members don’t use public information to create their PINs.

Reports

OTP added to Fraud Prevention Reports

In this release, one-time passcode (OTP) data has been integrated into several critical reports, including Fraud Prevention Agent Performance, Activity by Member, and Activity by Source. This enhancement allows users to gain a clearer understanding of the verification questions being asked during authentication processes. By including OTP information, the reports now offer improved visibility into fraud prevention measures, agent actions, and member activity, supporting more accurate assessments and streamlined operations.

Additionally, the Agent Performance report has been further enhanced to improve usability and insight. Results are now reorganized to display each agent’s performance grouped across all the queues they manage, providing a unified view of their activity. This allows users to quickly assess both detailed queue-specific metrics and overall totals for each agent, making it easier to identify trends, recognize high performers, and pinpoint areas for coaching or additional support.

Self Service

Proactive Info and Teller Improvements

Both Proactive Info and Teller have a small addition to the loan payoff playback to include a custom prompt, which can be used to share the payoff address after the payoff details are shared.

Employee Productivity

Configurable URL Screen Pop

The current URL screen pop functionality simply opens a new browser tab for each URL, but some customers prefer the screen pop to update an existing tab for that application instead. To enable this behavior, enhancements are needed so that the URL screen pop triggers a call to the browser extension, which can locate and update the relevant tab. While this capability already exists within the extension, additional updates are required for Site Manager and Client V2 to fully support this workflow.

Mask Member Number in Fraud Email Alerts

A new feature has been introduced allowing fraud threshold alert emails to mask member numbers, ensuring that personally identifiable information (PII) is not shared in internal communications at the credit union. This enhancement helps protect member privacy and strengthens compliance with data security standards. The new tag, {Member/Account LastX - Authenticated}, can be used in the email template to show a portion of the member number in email communications.

Core Specific

Symitar – Employee identification

SmartApps can determine employee account for the purpose of hiding Employee account information when engaging with an agent in the contact center. For Symitar, a new method has been added to use Relationship Codes. A new site parameter 1115, Symitar Employee Relationships Codes. The value should be a pipe-delimited list of relationship codes that identify an employee account.

DNA – Birth Sex

VoxEQ voice biometric authentication can include birth sex as part of the voice analysis. For DNA, there is not a standard field for Sex/Gender. Using a new site parameter 1113, DNA Core API - Gender User Field, the DNA User Field Code will identify which custom user field can be used to retrieve the birth sex.

SmartApps Agent Interface Redesign

We introduced a modernized agent interface designed to improve productivity and enhance the member service experience in the Fall ’25 release. The redesigned SmartApps Agent Interface introduces several key enhancements aimed at boosting productivity and improving member service. For this release, we have added numerous enhancements to the new Agent Interface.

• Move Passcode to the top of the snapshot – based on the importance and typical usage of a passcode, the field has been moved to the top of the snapshot and bolded.

• Add Passcode back to Security Detail - based on the importance and typical usage of a passcode, the field has been added back to the Security Detail page.

• Bolding Route – The Route field provides insight to the agent on where the member was prior to the interaction being delivered. Given its importance, the value is bolded to easily be seen.

• Suppress Security Details Page/No Search Options – For some customers, the security details and search ability is not needed as they perform these actions in another system.

SmartApps Screen Pop App

SmartApps can screen pop many different Core banking and FinTech solutions. With recent changes to browser security, the Screen Pop Assistant is no longer able to receive screen pop events. The SmartApps Screen Pop App is a replacement to Screen Pop Assistant which uses a different mechanism for communicating and initiating a screen pop. With this release, all screen pops have been consolidated into one application called SmartApps Screen Pop App. The new application consolidates screen pops to the various applications, both installed applications and those which require a browser extension.

Streamlined Authentication

Voice Biometrics Auto Registration

We’ve introduced an auto registration feature for Daon and VoxEQ, streamlining the member enrollment process. Agents can now automatically register members after successful authentication, with the flexibility to cancel or opt out at any point. This enhancement reduces manual steps and improves efficiency while maintaining member control.

Customizable Voice Biometric Messaging for Agents

We’ve made all voice biometric outcome text fully configurable within Site Manager. Credit unions can now tailor the phrases and verbiage shown to agents during Daon and VoxEQ actions, ensuring the language aligns with their organizational standards and enhances the agent’s experience.

Voice Biometrics Outbound Call Control

We’ve added a new option that allows credit unions to control the use of voice biometrics on outbound calls and callbacks. This ensures member consent is obtained only through inbound calls, providing greater flexibility and compliance with consent requirements.

Improved Reliability for Voice Authentication and Registration

We’ve enhanced the SmartApps Client Add-in to automatically reconnect to the IVR API when a web socket connection is lost. This ensures uninterrupted voice authentication and registration processes, reducing operational disruptions and improving user experience.

PIN Restrictions

We’ve strengthened PIN security by introducing checks to prevent members from setting a PIN that matches or contains portions of sensitive identifiers, such as Member Numbers, Account Numbers, or Login IDs. This configurable feature helps credit unions enforce stronger security standards and protect member accounts from predictable PIN choices.

Employee Productivity

Agent Portal

Agents can now view all previous interactions, even when a member record is not loaded. Each interaction includes the Date and Time, enabling agents to review notes, identify patterns, and mark suspicious activity with greater context and accuracy.

Call Router for Streamlined Member Routing

The new Call Router feature enables calls to be routed through Smart Apps without requiring caller authentication. By silently matching the caller’s phone number to a member record, credit unions can automatically direct VIP members, flagged accounts (e.g., fraud or bankruptcy), or specific member types to designated agents or queues. This enhancement also allows pre-population of member information for agents, improving efficiency and delivering faster, more personalized service.

Site Manager

Audit Logging

We’ve enhanced the Audit Logging feature to provide deeper insights and improved usability. New capabilities include:

• Grouped Changes: Related updates made during the same save or delete operation are now displayed together for easier review.
• Login Attempts: All Site Manager login attempts are captured in the audit logs for better security monitoring.
• Readable Descriptions: Numeric enum values have been replaced with human-readable descriptions for clearer interpretation.
• Voice Biometric Deletions: Actions involving the deletion of voice biometric registrations are now tracked.
• Report Execution: Attempts to run reports are logged for comprehensive activity tracking.

These enhancements strengthen traceability, improve clarity, and give administrators a more complete view of system activity.

Consistent Status Color Preview in Site Manager

We’ve updated Site Manager to display status colors using the same approach as the new client interface. This enhancement ensures that when configuring status colors, administrators see a preview that matches the client’s appearance, providing visual consistency and improving design accuracy.

SmartApps Agent Interface Redesign

We're introducing a modernized agent interface designed to improve productivity and enhance the member service experience. The redesigned SmartApps Agent Interface introduces several key enhancements aimed at boosting productivity and improving member service. Critical member information, including phone numbers, verification data, and alerts, is now displayed more prominently upon call arrival through a new Snapshot View. Alerts such as warning codes, fraud indicators, and threshold notifications are consolidated into a single, easily accessible location, allowing agents to quickly assess any potential security concerns.

Security is further strengthened by a more robust two-factor authentication process, which requires agents to verify member-entered codes, and by visual call context indicators that highlight phone number mismatches and potential fraud. Workflow efficiency is improved with the shift from sidebar to horizontal tab navigation, enabling better use of screen space, along with a dropdown for quickly switching between account holders. Common actions like two-factor authentication are now integrated directly with member data for faster access, and the responsive design ensures optimal usability across different Genesys panel sizes.

The platform is also positioned for future enhancements, including AI-powered agent assistance and automated call documentation, as well as a Quick Actions Hub for balance inquiries, transfers, and payments. Together, these updates enable faster call handling, improved security and fraud detection, a more intuitive agent experience with less screen navigation, and greater accuracy through centralized alerts.

Streamlined Authentication

Voice Biometric Unique Identifier

Attributes to be selected based on deployment needs. For example, in a personal-centric deployment within Keystone, the Personal Serial can be used, while for Fiserv DNA, the Account Number may be preferred. Generally, the Voice Biometrics configuration allows control over the voice unique identifier for individuals within accounts. This flexibility enables different stem defaults to using the generated code based on SSN for most deployments.

Voice Biometrics Enhanced VoxEQ

Birth sex has now been incorporated along with age-based voice analysis as part of VoxEQ's biometric integration for enhanced fraud prevention. This feature is available for all cores except DNA. For information about enabling gender data storage within DNA, please contact support, as this customization is handled on a per-deployment basis.

Web Message Authenticated Override

Previously, third party authentication and status was restricted for Web Messages to only support Web Message deployed with Authenticated Web Messaging. Implementing Open ID Connect is required to deliver an Authenticated Web message which could pre-load a member's profile. Implementing Open ID Connect may not be possible in all web deployments. A secure approach has been identified using Genesys' External Tag, which can only be set within an architect flow. By setting the External Tag and SmartApps Auth Member participant attribute to the member number, the web message is overridden as authenticated and loaded into the agent’s client experience.

Alternate Member Authentication

Alternate Member Search uses phone numbers to find member profiles during inbound calls. If a match is found, it bypasses initial authentication with the member number. Through configuration, authentication can now be skipped when no match or multiple matches are found in alternate member search by phone lookup.

Third Party Authentication Participant Attributes

The “SmartApps Member Name”, “SmartApps Member Type”, and “SmartApps Last Authentication Status” Genesys participant attributes are set appropriately when using third-party authentication for interactions routed directly to agents without passing through SmartApps IVR.

Keystone Third Party Authentication

Keystone Person Serial can be used to identify a unique individual on an account as an alternative to authentication being sent into Genesys from a third-party system. This change is to support Keystone Account-centric deployments. To load the correct account and person when the interaction is delivered to the SmartApps agent widget, configure the Genesys participant attributes as described below:

• “SmartApps Auth Member” to the account login ID
• “SmartApps Auth Person Serial” to the person’s Keystone person serial ID

Self Service

Teller Improvements

We made numerous minor changes based on customer demand as follows below:

• Last Deposit feature is now available for Certificates and IRAs.
• Implemented the “Suppress entity descriptions in history functions” setting on profile, which will skip the playback of the current entity at the beginning of each history feature.
• Modified the Last Payroll Deposit and Last Deposit features to play the entity description based on the “Suppress entity descriptions in history functions” profile setting.
• Savings Accounts are no longer supported within Recent Purchases feature.
• Open End Loans and Closed End Loans are now supported for Recent ACH Transactions.
• Credit Cards and Mortgages are now supported for Pending Transactions.

Site Manager

TTEC Digital Branding

TTEC Digital Branding Update: The SmartApps platform has been refreshed to reflect TTEC Digital’s brand identity, featuring new logos, color schemes, and fonts throughout all modules. Reports, dashboards, and interfaces now present a unified and polished appearance.

Audit Logging

The new Audit Logging feature gives administrators comprehensive record of all critical changes for effective monitoring and review. It offers advanced search, filtering, and detailed entry views, while systematically recording all major administrative and configuration actions — such as user management, configuration changes, prompt management, and connectivity tests. To strengthen security, sensitive data like passwords and secrets are excluded from logs, and user IP addresses are captured for improved traceability. The interface features streamlined navigation, consistent formatting, and time zone-aware timestamps, allowing administrators to easily locate and examine any log entry in a dedicated review panel.

Voice Biometrics and Fraud Investigator Search Views

The search views for Voice Biometrics Authentication, Registration, and Fraud Investigator now support paged viewing, enabling quicker searches, easier navigation, and access to expanded data.

One-Time Passcode

The term “Two-Factor Authentication” has been updated to “One-Time Passcode (OTP)”. All related references—such as authentication settings, profile labels, fraud investigator views, reports, site parameters, and validation messages—have been revised to ensure clarity and consistency.

Reports

Fraud Prevention Agent Performance – Voice Biometrics Stats

In the Fraud Prevention Agent Performance report, Voice Biometrics data has been integrated into the agent performance report, allowing supervisors to track biometric engagement and authentication outcomes per agent and queue.

• Voice Authentication outcomes are separated by successful and failed voice authentications.
• Voice Registration outcomes including successful registrations, offered but not opted in, and opted out

Voice Biometric Summary Report

The Voice Biometrics summary report now uses consistent terminology and statistics for calls with voice biometrics versus manual agent authentication. For VoxEQ users, an extra section displays demographic voice analysis results, including age and gender comparison.

Core Specific

Fiserv DNA

• Enhanced SmartApps functionality to distinguish between member numbers for individuals (PERS) and organizations (ORG) while maintaining backward compatibility for Credit Unions using Pseudo Members for organization information. With this change, Business Account authentication is now available.
• PO Box numbers can now be shown in the Genesys widget for members missing a street address.
• Support for multiple ST-type address lines for accurate display.

Symitar

• Minimum deposit enforcement added for transfers and payments to destination shares or loans.