Eltropy powers virtual branches with video banking integration

By Vriti Gothi

Eltropy, a digital conversations platform for community financial institutions (CFIs), has integrated the Video Banking solution into the company’s Unified Conversations Platform to embed face-to-face, secure banking experiences within a unified ecosystem that combines automation, omnichannel communications, and AI-driven workflows.

The integration enables CFIs to offer personalised, high-touch banking services from any location, effectively transforming any device into a virtual branch. Building on the 2022 acquisition of POPi/o, the fully embedded solution redefines how CFIs deliver customer service, preserving the human connection while eliminating geographical limitations. With consumers now expecting video interactions as readily as chat or phone, the move places Eltropy at the forefront of a rapidly evolving digital banking landscape.

As customer expectations continue to shift, video has emerged as a natural extension of how financial services are accessed. Twilio’s 2024 State of Customer Engagement report highlights that 76% of consumers expect seamless video interactions with brands, mirroring the adoption of video in sectors such as healthcare, education, and government. Eltropy Video Banking meets this demand with a solution that addresses both convenience and inclusion, enabling CFIs to serve remote or underserved customers, eliminate travel barriers, and integrate live language interpretation when needed.

The solution offers two strategic deployment models tailored to the operational realities of CFIs. Remote Video Banking supports both scheduled and on-demand engagements, allowing customers to complete loan applications, open accounts, verify identities, and sign documents entirely online. In-Branch Video Rooms provide seamless access to centralised specialists across all branches, ensuring every location can deliver expert guidance in lending, business banking, and financial planning without requiring those experts to be physically present.

Designed specifically for the financial sector, the platform includes robust features such as built-in identity verification, secure session recording, real-time document exchange, and e-signature capabilities. Security and compliance are central to the solution, which incorporates end-to-end encryption, OTP-based access, and adherence to regulatory standards, including SEC 17a-3/4 and FINRA 3110 and 2210.

The fully integrated platform ensures continuity across channels—video, voice, chat, email, and SMS allowing CFIs to deliver consistent and context-aware service experiences. Staff can screen-share, conference in specialists, or escalate complex queries in real time, significantly improving resolution speed and customer satisfaction.

Customer results have already validated the business impact of the integration. Resource One Credit Union reported an 84% increase in booked loans, while Xplore Federal Credit Union saw a 60% rise in account openings and a 70% decrease in missed opportunities. TruWest Credit Union saved over 240 consumer hours through faster issue resolution, and Carter Credit Union reduced abandonment rates by 70% across its 13 branches.

Ashish Garg, CEO and Co-Founder, Eltropy, said, “Our customers are seeing remarkable results from 84% growth in booked loans to 70% reduction in lost opportunities. The key is that Video Banking isn’t replacing personal service, it’s extending it. CFIs can now deliver that same high-touch experience whether someone walks into their lobby or connects from their kitchen table.”