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9/30/22 Update: SmartApps Cloud - Fall '22 Release

Quick Links

Quarterly Release Plans

SmartApps Cloud continues to deliver releases on a quarterly basis. With each release, we will follow these specific steps:

  • Send communication which includes details on the upcoming release.
  • Deployment schedule (we will provide roughly three weeks before the target go-live date).
  • UAT Update – Date/Time when the SmartApps Cloud UAT will be update allowing your team to test out new capabilities before they are pushed into production.
  • Production Update – Date/Time when the SmartApps Cloud Production environment will be updated.
  • Special Consideration(s) – Any criteria or details which should be consider when this release is coming out. For instance, changes in the SmartApps Agent Client Addin could require updated training for your employees.

Upcoming Release Schedule

For the upcoming SmartApps Fall ‘22 Release, here is the current planned schedule:

  • Targeting Oct 3rd - Deploy Fall release to UAT environments
  • Week of October 24th – Deploy Fall release to Production environments

Special Considerations

This section details special considerations for which each Credit Union should consider with the upcoming updates and take specific action to ready your organization for the changes.

Interaction Visibility

Starting with this release, Member Service Representatives (MSR) can use SmartApps Agent views for all interaction types. Based on this, it will also provide visibility to all previous interactions and authentication attempts. While the views are largely the same, MSRs should take note of the additional Member engagements in the Interaction History.

Card Detail

A new section will be at the bottom of the Security detail which can be used to authenticate a member. See below for additional details on the Card section.

Employee Productivity

Member 360

Genesys Cloud has a capability called External Contacts which are external entities like customers or members stored within the Genesys Cloud platform.  External Contacts can be used for many purposes including:  

  • Identifying inbound caller by phone number
  • Storing relevant member information within Genesys to initiate new communications easily
  • Tracking interactions tied to a member profile
  • Searching Members by name, phone number, email address, or Member/Account #
  • Allow for a verification process when multiple members have the same phone number

For Credit Union using SmartApps, External Contact can store the Member Profile information.  The integration takes Core Member Profile’s basic information and synchronizes it to Genesys Cloud. This synchronization will provide a quick and seamless way to determine who the member is by matching on their contact addresses (Phone numbers, email address) even if the Member does not provide their Member Id or Account #.  The External Contact will contain information like Name, Address, Phone Number, and Member Id.  When making or receiving interactions, Genesys Cloud automatically searches the External Contacts for a match.  If one exists, the Member Id can be used to automatically search the Member profile for additional information without the Member having to provide this information.  In this release, SmartApps Cloud will automatically synchronize the Member information into an External Contact once the Member Profile is first searched. Member information will get updated if it changes on subsequent interactions with the Member. In the future, we will provide a way to Mass import Member information as a one-time update or periodic update of existing member profiles.

The benefits of this capability are as follows:

  • Tag authenticated Genesys Cloud calls with the Member Profile so supervisors and managers can easily see and search for interactions by the Member Name within Genesys Cloud
  • Add other interactions to an existing conversation using communication information from the Member’s Profile. For instance, as a Member Services Representative (MSR), I can start a new email to the Member using their email address from within the call interaction. In the screen shot below, the MSR has started a new email from an existing call interaction as the Member email address was automatically made available within the Genesys External Contact linked to the interaction.
  • MSR’s can easily see previous Member interaction history to understand other engagements and overall Member experience.

Special Notes:

  • Member 360 was initially released in Summer ’22. In this release, it has been enhanced to support all interaction types supported by Genesys.
  • Also in this release, Member 360 can be used to bypass a Member’s initial authentication question which typically asks the Member #, SSN or Card #. This means that if a Member is identified uniquely by their phone number, SmartApps could be configured to go directly into a second level of authentication question, bypassing the need to ask the member for their Member #.
  • External Contact synchronization is only available for Symitar. Keystone and Fiserv DNA will be added in the Winter ’23 release.
  • As each interaction gets tagged with the Member Profile (External Contact), a supervisor or manager can easily see a 360° view of the Member’s engagements. See below example of the previous interactions handled for the Member, Alex Cuddington.
SmartApps External Contacts screen

Streamlined Authentication

Interaction Visibility

Genesys cloud supports numerous media types (Calls, Emails, Chats, SMS, Facebook Messager, and more). Interaction support is now available throughout the platform. This includes the following abilities for streamlining authentication:

  1. Search and authenticate members during any interaction type.
  2. Review previous interactions engagements, authentication mechanisms used and fraud notes.
  3. Review previous interactions for all interaction types.
  4. Fraud prevention threshold against a specific interaction type or across all engagements.

Below are some of the agent views showing the additional interaction details.

SmartApps - Authentication history across all interactions

Authentication history across all interactions

SmartApps Fall 22 - Agent portal

Agent portal (previous interactions)

Authentication using pass code/phrase

Many Credit Unions use some form of a pass code or pass phrase to authenticate a member. This approach is preferred vs using a PIN or other out of wallet questions because it typically isn’t something which is able to be found in data breaches or available dark web information. This information can be used to streamline the authentication process.

Card Section

Another typical approach to authenticating a member is to ask them about the Cards they have attached to their current account. The information includes the Card Type, Number or Account Number, Open Date, and the accounts the card is associated. Currently this covers only Internal Cards. External Card support will come in a subsequent release.

Fraud Prevention

Fraudsters are always finding new ways to attack organizations. With this release. we added additional capabilities to help recognize suspicious activities across all interaction types and alert fraud teams quickly of these activities.

Interaction Visibility

Genesys Cloud supports numerous interaction types (Calls, Emails, Chats, SMS and many more). Within this release, interaction support is now available throughout the platform. This includes the following new abilities for preventing fraud:

  1. Search and authenticate members during any interaction3 type.
  2. Review previous interactions engagements, authentication mechanisms used and fraud notes.
  3. Fraud prevention threshold against specific or all interaction type.

Threshold across all Interaction Types

Threshold warnings can now be configured across all interaction type or specific interaction types. This gives granular control for thresholds evaluations detecting different types of fraud attacks. Any existing Threshold configured will be automatically converted as Call Type thresholds. Below shows an example of the thresholds configured after the upgrade to Fall ’22.

Member Experience

Introducing Smart Bots

Smart Bots is a new offering on the SmartApps Cloud platform providing Credit Union members consistent self-service options through a chat or voice 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.

Channel Support

The website-based Chat widget can be added with a few lines of JavaScript to any website. Additional channels such as voice and SMS are planned for future releases.

Account Self-Service

Smart Bot provides real-time access for the member to perform transactions on behalf of the Credit Union member. For the initial release, we will Jack Henry’s Symitar core using SymXchange with additional cores planned for future releases.

Below are the transactions available in this release with many more planned for upcoming releases including account transfers, payments, and much more.

Name

Description

AuthenticationAuthenticate member using Member #, SSN, Birthdate, PIN, Driver’s License #, and SMS based One Time Passcode
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
LoanLoan details including balances, interest rates, available credit, recent payments, and recent transactions
MortgageMortgage 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 a 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 Cloud Messaging 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

Screen Pop Pre and Post Authentication messages

When handling authentication calls, there are times where a tailored prompt is needed to be played before or after the authentication process. Previously, SmartApps Cloud provided this for proactive information flows and now provides this for pop authentication engagements.

3rd Party Authentication

To adapt to numerous applications or solutions which a Credit Union uses, SmartApps Cloud can now receive authentication information from these solutions such that the MSR is aware of the authentication performed when an interaction escalates. Examples of 3rd party applications which could utilize this capability includes IVRs (ex: iTalk), Conversational Bots (ex: POSH, Interface.ai), and Digital/Mobile banking solutions (ex: Alkami). SmartApps Cloud is not directly integrating with these solutions but providing a way in which Genesys can send the authentication information for any interaction type.

Proactive Info – Use TTS for Transaction source and Account Nicknames

Proactive info can play transactional information for many account types. With this update, the Transaction source and the Account Nicknames can be played using Text-To-Speech to provide Members a clearer understanding of which account being covered and what specific companies or vendors are related to a specific transaction.

Configuration & Insights

Reporting

We have added substantial reports to see the performance of Authentication, Pop, Proactive Information profiles, Member activity and Agent Performance using the authentication capabilities. For those migrated from Genesys PureConnect, these reports are comparable to reports provided in the on-prem solution. Below is a list of the reports accessible through SmartApps Cloud Site Manager.

  • General
    • Account Types – Review configured Core Account types and mapping
    • Member Interaction Count – See total interaction engagement by Member # across all interaction types
  • Fraud Prevention
    • Activity By Source – Review authentication and fraudulent behaviors based on the source of the interaction
    • Agent Performance – See overall usage of Security Detail views and authentication mechanisms on an agent by queue basis
    • Member Activity – Interaction activity by interaction type including authentication results and reported possible fraud interactions
  • Proactive Info
    • Summary – Performance of the Info profiles. Showing how many members were able to get the information needed and drop from the current interaction before dropping
  • Screen Pop
    • Summary – Performance of the Screen pop profiles which shows how many members authenticated and the overall impact to the interaction handle time.

Core Specific

Symitar – Honor AccessEnabled Flag

Symitar provides AccessEnabled Flag which when enabled, bypasses Member’s hearing any account information within Proactive Information. This can be used as a security feature where members do not want their account information to be heard through an automated system.

Fiserv DNA Core API

Official support for Fiserv DNA Core API support through the SmartApps platform. Note one exception to support with External Contacts.

6/28/22 Update: SmartApps Cloud - Summer '22 Release

Quick Links

Quarterly Release Plans

SmartApps Cloud is continuing to deliver quarterly releases of SmartApps Cloud. With each release, we will follow these specific steps:

  • Send communication which includes details on the upcoming release
  • Deployment schedule (we will provide roughly four weeks before the target go-live date)
  • UAT Update – Date/Time when the SmartApps UAT will be update allowing your team to test out new capabilities before they are pushed into production.
  • Production Update – Date/Time when the SmartApps Production environment will be updated
  • Special Consideration(s) – Any criteria or details which should be consider when this release is coming out. For instance, changes in the SmartApps Agent Client Addin could require updated training for your employees.

Upcoming Release Schedule

For the upcoming SmartApps Summer 2022 Release, here is the current planned schedule:

  • By July 13th - Deploy Summer release to UAT environments
  • Week of August 1st – Deploy Summer release to Production environments

Special Considerations

This section details special considerations for which each Credit Union should consider with the upcoming updates and take specific action to ready your organization for the changes.

New SmartApps Agent Portal

In this release, we have created a new Agent Portal which users utilize for needs not tied directly to a specific interaction. In the initial release of the Agent Portal, it provides users the ability to review previous interaction authentication attempts. The view’s key purpose is to update fraud notes, suspicious flag, and/or open a member profile for a previous interaction.

SMS Two Factor Message

In this release, we provide the ability to update the SMS Two-Factor Message. Once the deployment is complete, contact support to update the verbiage used on these messages sent to members.

Employee Productivity

Genesys External Contact Support

Genesys Cloud has a capability called External Contacts which are external entities like customers or members stored within the Genesys Cloud platform.  External Contacts can be used for many purposes including:  

  • Identifying inbound caller by phone number
  • Storing relevant member information within Genesys to initiate new communications easily
  • Tracking interactions tied to a member profile
  • Searching Members by name, phone number, email address, or Member/Account #
  • Allow for a verification process when multiple members have the same phone number

For Credit Union using SmartApps, External Contact will store the Member Profile information.  The integration takes Core Member Profile’s basic information and synchronizes it to Genesys Cloud. This synchronization will provide a quick and seamless way to determine who the member is by matching on their contact addresses (Phone numbers, email address) even if the Member does not provide their Member Id or Account #.  The External Contact will contain information like Name, Address, Phone Number, and Member Id.  When making or receiving interactions, Genesys Cloud automatically searches the External Contacts for a match.  If one exists, the Member Id can be used to automatically search the Member profile for additional information without the Member having to provide this information.  In this release, SmartApps Cloud will automatically synchronize the Member information into an External Contact once the Member Profile is first searched. Member information will get updated if it changes on subsequent interactions with the Member. In the future, we will provide a way to Mass import Member information as a one-time update or periodic update of existing member profiles. The benefits of this capability are as follows:

  • Tag authenticated Genesys Cloud calls with the Member Profile so supervisors and managers can easily see and search for interactions by the Member Name within Genesys Cloud
  • Add other interactions to an existing conversation using communication information from the Member’s Profile. For instance, as a Member Services Representative (MSR), I can start a new email to the Member using their email address from within the call interaction. In the screen shot below, the MSR has started a new email from an existing call interaction as the Member email address was automatically made available within the Genesys External Contact linked to the interaction.
  • MSR’s can easily see previous Member interaction history to understand other engagements and overall Member experience

Special Notes:

  • External Contact synchronization is only available for Symitar. Keystone and Fiserv DNA will be added in the next release.
  • Genesys Cloud shows only one contact channel per communication type in switching channels. See this article for more details. This only impacts switching channels. Searching External Contacts for matching phone numbers and email addresses searches all fields.
  • As each interaction gets tagged with the Member Profile (External Contact), a supervisor or manager can easily see a 360° view of the Member’s engagements. See below example of the previous interactions handled for the Member, Alex Cuddington.

SmartApps Agent Portal

To open the SmartApps Agent Portal, users should click on Apps menu and then click SmartApps Agent Portal. If this option is not active, ensure the Genesys Cloud user is a member of the SmartApps Group in Genesys Cloud.

Here, you see the Agent Portal, which shows the previous Member interaction the MSR handled along with details on the fraudulent nature of the interaction. Within this view, the user can do the following for the last ten interactions.

  • Update suspicious flag
  • Update agent notes
  • Pop a member profile
  • Review the Genesys Cloud conversation view

Alert Codes

When the MSR first engages with a Member, equip them with the best information which can help guide them through the engagement. Many Core platforms have a concept of Alert or Warning codes which tie to the member and/or account(s). With this release, SmartApps Cloud can be configured to show key Alerts to the MSR when they open the Member’s profile to shape the engagement and take appropriate action. While there can be various codes assigned to a member, this configuration can contain only the most important codes which should be made apparent to the MSR.

Genesys Cloud Conversation Tagging

Genesys Cloud uses “Participant” data to set data on the conversation which can be used for both routing and reporting. With this release, information about the Member, Authentication status, and Suspicious information can be written to the Genesys Cloud conversation. Combining this with the External Tag which sets the Member #, this additional information allows supervisors and managers the ability to see authentication information, member basic information, and fraud status on the interaction. Below is a list of the Participant Attributes set on the conversation if turned on within Site Manager.

Participant Attribute

Description

SmartApps Member Name

Member’s Name

SmartApps Member Type

Member Type (Primary / Joint)

SmartApps Last TransferPoint

SmartApps TransferPoint which defines where interactions is transferred based on Member information/status

SmartApps Last Authentication Status

Last Authentication Status during the conversation based on IVR and MSR based authentication

SmartApps Suspicious Flag

True/False flag if the MSR flagged the call as Suspicious

SmartApps Suspicious Notes

MSR Notes written to support Suspicious Flag choice

Streamlined Authentication

Two-Factor Authentication - Configurable SMS Message

Two-Factor Authentication is widely as a top additional layer to authenticate an individual. SMS Text message are the most common approach to perform a Two-Factor Authentication. As a Credit Union, you can now control the specific message sent which includes the generated temporary code. This could include a message like this “We will never call you and ask for personal information.”

Last ACH/Payroll Section

Another typical approach to authenticating a member is to ask them about recent Payroll or ACH Deposit from both Checking and Savings accounts. The information includes the Amount, Posted Date, and source of the deposit.

Fraud Prevention

Fraudsters are always finding new ways to attack organizations. With this release we have added additional capabilities to help recognize suspicious activities and alert fraud teams quickly of these activities.

Phone Number not on File Alert

An alert is shown to the MSR received a call from a phone number which does not match any of the phone numbers on the account.

Threshold Color Configurable

Threshold warnings within the SmartApps Client Addin can be configured to show labels in Red so the alert information stands out for the MSR to take notice.

Additional Threshold Emails

SmartApps Cloud monitors interaction activity and member account access looking for conditions which are suspicious. These thresholds are then shown to the MSR to make them aware of these conditions. In this release, we have added the ability to email Credit Union employees when these specific conditions occur so they can proactively take action including even listening into the active Genesys Cloud call while it is still occurring.

Member Experience

Tailored Proactive Information

With this release, there is more control over the information which is played. Two major enhancements include the following:

  • Scheduling (Day of Week, Day of Month) – Play different information based on the day of week or month which is likely why the Member is calling. For instance, on Fridays many of the calls are about Payroll checks clearing while on Mondays many of the calls are about available balances.
  • After Hours Information – Provide Members access to key information on their account even when the contact center is closed.

Proactive Information Additions

Numerous improvements have added to the IVR to play pertinent information to the Members while waiting to connect to a MSR. Below is a list of the additional information

  • Posted Deposits
  • Posted Withdrawals
  • Last Credit Card Payments
  • Last Mortgage Payments
  • Credit Cards Due
  • Mortgages Due
  • Loan and Mortgage Payoff
  • Custom Messages defined by the Credit Union

Core Specific

Symitar – Employee Account Support

Symitar provides Restriction Flags which limit a Credit Union employee from viewing sensitive information on other Credit Union employees. Currently SmartApps Cloud used Account Types to recognize Employee accounts. With this release, Restriction Flags are also considered in identifying an employee account. Any value above (3) Employee is considered an employee account, including (4) Employee Family, (5) Employee Sensitive, and (6) Employee Sensitive Family

Corelation Keystone Support

Official support for Corelation Keystone support through the SmartApps platform including the ability to search using Login ID which is specific to Keystone. Note one exception to support with External Contacts.

Fiserv DNA Core API

Official support for Fiserv DNA Core API support through the SmartApps platform. Note one exception to support with External Contacts.


1/25/22 Update: SmartApps Cloud – Spring '22 Release

Overview

SmartApps Cloud has been deployed to various Credit Unions with numerous capabilities being used from authentication to fraud prevention. While we have continued our deployments to more and more Credit Unions, the SmartApps Development team has been busy bringing new capabilities to the platform. This communication details the capabilities planned and timelines when these will be available to all customers.

Quick Links:

Quarterly Release Plans

SmartApps Cloud has been live at numerous Credit Unions for almost six months now. As we have matured our deployment processes, we are now formulating our future release plans and cadence. Going forward, we plan to have a quarterly release which will be automatically deployed to all existing customers. With each release, we will follow these specific steps:

  • Send email communication which includes details on the upcoming release
  • Deployment schedule (we will provide this at least four weeks before the target go-live date)
  • UAT Update – Date/Time when the SmartApps UAT will be update allowing your team to test out new capabilities before they are pushed into production.
  • Production Update – Date/Time when the SmartApps Production environment will be updated
  • Special Consideration(s) – Any criteria or details which should be consider when this release is coming out. For instance, changes in the Agent Client Addin could require updated training for your employees.

Upcoming Release Schedule

For the upcoming SmartApps Q1 2022 Release, here is the current planned schedule:

  • Feb 18th - Deploy new release to UAT environments
  • March 9th – Deploy new release to Production environments
  • March 16th – Convert to new SmartApps Client Addin (See details below in Special Considerations)

Special Considerations

This section details special considerations for which the Credit Union should consider with the upcoming updates.

New SmartApps Client

This update is on a strict timetable as Genesys will be releasing an update on March 23rd which will impact the SmartApps Client Addin. This article details the planned update. The current SmartApps Client Addin uses the full Application view while the planned update will move this view to the Interactions based view. While the application view will look mostly the same, there is a small impact which will require updates to the training. Future communication will be provided which can be shared with Agents on how to use the new client view.

Allow SymXchange 2021.00 WSDL

In this update, we will be updating our version of the WSDL to 2021.00. Symitar needs to be updated to enable this the 2021.00 WSDL if it is not already allowed. Without making this change, all SmartApps access to the Symitar Core will be blocked. This effort can be done prior to the upgrade to the latest release.

New Capabilities

SmartApps Client Move to Interactions View

To open the SmartApps Client Application, agents are currently clicking on the Genesys Cloud Apps menu and then click Avtex SmartApps as shown in the image below.

With the move of the client, the agents will no longer need to click on the Apps menu to open the application. It will be opened automatically when an interaction is received.

Below shows screen shots of the difference in where the Smartapps Application will be viewable.

Old View

New View


Additional Core Account Types

SmartApps connects to numerous Core Account types including Savings, Check, Loans, etc. With this update, the following Account Types are now supported for listening to details within the Self-Service IVR along with used in the Security Detail view within the SmartApps Client.

  • Savings
  • Checking
  • IRA
  • Internal Loans
  • Mortgages
  • CDs
  • Internal Cards

Collections, Bankruptcy, Delinquency Handling

When Members or Accounts are in collections, bankrupt, or delinquent state, special handling is needed for these interactions. With this update, will be able to specify how these interactions can be routed based on the state. For instance, a member call where they have a loan more than 30 days past due can be automatically sent to the Collections team without routing to the standard Member Services team.

Additional Member Search Terms

Currently SmartApps only allows for locating a Member based on their Member # while this update will allow for additional search terms making it easier to locate a member who may not know their Member #. These are the additional search terms:

  • Phone Number
  • Social Security Number
  • Credit Card Number

SymXchange 2021.00 WSDL Upgrade

Symitar provides two updates per year which requires SmartApps to periodically update to a more recent version of the SymXchange WSDL API. With this update, SmartApps will now be using 2021.00 WSDL. SmartApps was previously using 2019.01 WSDL. To upgrade to the later version of the WSDL, Symitar should be updated to enable the 2021.00 WSDL for our SmartApps connection.

Note: This is a required task for the Symitar System Administrator prior to the SmartApps upgrade

Genesys Cloud – External Tag

Genesys Cloud has released a new capability called External Tag.  Using External Tag, a specialized attribute in the Genesys Cloud conversation which makes it easy to search or filter based on the value contained within External Tag.  The most appropriate value for Credit Unions would be the Member Id (Account ID, Customer Id, Member Account Number).  SmartApps sets the External Tag to the Member Id using the following criteria:

  • Member provides Member Id in IVR even if not authenticated.
  • Member authenticates either in IVR or through Agent manual search using a differing attribute like Card #, use the correlated Member Id to store at as the External Tag.
  • Overwrite Member Id if Member Id searched manually differs from the IVR provided Member Id.

Self-Service additions

SmartApps Cloud provides the ability for Members to hear real-time details on their accounts while waiting in queue to speak to a Member Service Rep. This includes details like available balances, recent transactions, recent payroll deposits, and much more. This release includes additional accounts and additional actions which are detailed below:

  • Balances and Transactions for Credit Cards, Loan, Mortgages, IRAs and CDs
  • Checking Agent availability in the middle of Balances and Transactions Playback
  • Credit Card and Mortgage Payments Due
  • Last Credit Card and Mortgage Payments

Site Manager Access

Site Manager is used to configure all aspects of SmartApps Cloud. To date, Avtex has been solely responsible for the configuration of the solution. As part of this release, we are opening the configuration to the Credit Union management teams. Access may be limited initially as we work to provide formal training on the web portal.