Online Banking Software Upgrade Adds Chat, Messaging Features
Digital Insight, a provider of Web-based financial transaction software, is preparing to launch
The new Internet Banking 4.0-which replaces version 3.8-includes "Secure Chat" and "Secure Support" features
Digital Insight will be demonstrating its newly upgraded software at its conference in San Diego March this week. It
Jeff Kupietzky, vice president of Internet banking for Digital Insight, said there is a demand for products that offer
"For credit unions, this is a cost-effective way of improving service to their members, because they can use the same
The chat feature allows the credit union to put a "button" on any page of the Internet banking user interface.
When the member clicks the button, it opens an instant chat with a member service representative.
Secure Support is a messaging technology that allows the member to send a secure e-mail to the credit union directly
Kupietzky said Secure Support analyzes keywords in the member's e-mail and automatically responds.
"For example, if the member asks about loan rates, it prompts certain responses, including a list of the latest rates,"
At the end of the automatic responses, Secure Support prompts: "If this does not answer your question, please give
"Once the member's e-mail is received at the credit union, a service representative will review it, see how long ago it
Whenever a member submits a query, he or she will get a confirming e-mail acknowledging receipt.
"Many questions members have of their credit union can be answered by these two functions," said Kupietzky.
Other new features of the software upgrade include a "flex GUI" (graphical user interface), which allows CUs to
"Credit unions are looking for ways to increase their penetration online. Digital Insight gives them marketing