SmartApps Updates

Update log:

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

Upcoming Release Schedule 

For the upcoming SmartApps Spring ‘25 release, the below 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 March 25 - Deployed Spring release to customer UAT/test environments.
• Targeting week of April 14th, 2025 - Deploy Spring release to customer prod/production environments.
• Summer ‘25 release is targeted for the week of July 14th, 2025. 

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.

SmartApps Cloud – Summer ‘24 Release

Streamlined Authentication

IVR Two-Factor Authentication

Two-factor authentication is a quick and easy way to securely authenticate members. With this release, the IVR can now use two-factor authentication as a required method for authenticating a member. This method is most often used during PIN activation and forced PIN changes. Additionally, any of the authentication profiles across screen pop, proactive information, or bank by phone can be configured to use two-factor authentication.

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. 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, Fall ’24. Below is a list of all the features available with newly added features in bold with the remaining planned for Fall ’24. 

Improved missing Core Account Type emails

Enhancements to email notifications for missing core account types, including detailed information and direct links to the mapping configuration in the site manager, facilitating easier management of new account types.

Reports

New reports were added for both bank by phone and general platform needs:

• Call Flow Analysis - The call flow analysis report has been enhanced, which allows credit unions to track the usage of different features within the bank by phone system, providing insights into member interactions and preferences.
• IVR Usage – A new usage summary report was discussed, which provides 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. More details on the fair usage can be found at this link: https://ttecdigital.com/pages/smartapps-fair-use-policy
• Transfer by destination – Summary report to help understand the reasons behind calls being transferred out of the bank by phone system to the contact center, such as authentication failures, collections, bankruptcy or member requests.
• PIN Report – Detail report showing all Member PIN activation and force changes.

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 numbers provided during calls.

Configurable Voice Biometric status

Site Manager now allows customization of the text and color for voice biometric authentication statuses, providing flexibility to align with the institution's terminology and visual cues.