CENTERVILLE, Ohio–Credit union vendors continue to roll out new product offerings, as credit unions themselves continue to buy new products and services from various providers. Below is the latest in the CU Daily’s ongoing series around what is going on in the market.
Support EXP Introduces ‘Beyond the Score; Brand & Methodology
CENTERVILLE, Ohio–Support EXP has announced its new “Beyond the Score” brand and methodology, which it said is designed to help financial institutions pair traditional CX measurement with authentic voice-of-the-customer analysis.
The approach reveals hidden risks, prioritizes action, and helps leaders protect customer relationships before it’s too late, the company said.
“Numbers are signals, not the full story,” Founder and CEO Rhonda Sheets said in a statement. “Without the context of real customer language — their tone, urgency, and friction points — organizations risk assuming satisfaction while erosion is already underway.”
The company said a recent case shows how metrics can mislead.
“A credit union member rated their experience an NPS of 8, yet left shortly after, writing, ‘Not having live tellers is a huge inconvenience… I left and opened an account with [another bank].’ The score suggested loyalty; the comment revealed imminent departure,” the company said. “Industry analysts call this ‘silent attrition’ — a growing issue as competition for customer relationships intensifies. Studies show that a significant percentage of departing customers give high scores in the months leading up to their exit.
“Beyond the Score means listening differently, acting earlier, and leading with insights as real as your customers’ words,” adds Sheets.
For info: www.supportexp.com.
Michigan League Enters Partnership With Pulsate
LANSING, Mich.–The Michigan Credit Union League (MCUL) is partnering with Pulsate, the intelligent member engagement platform built for credit unions.
“This collaboration will provide credit unions with advanced tools to personalize digital interactions and deepen member relationships across online and mobile banking channels,” the league said.
The organizations said that through the partnership, Pulsate’s Opportunities Engine, a platform that uses real-time member behavior to find impactful growth opportunities, will be brought to more credit unions.
“The solution helps credit unions identify and connect with members through targeted messaging
FIntegrate Technology Says It Reduced Manual Processing by up to 80%
BIRMINGHAM, Ala. — FIntegrate Technology, a provider of innovative software that automates credit and collections management, dispute management, and data migration, said it highlighted the proven performance of its dispute management solution FusionDMS, reducing manual processing time by up to 80%.
As a result, the company said it continues to grow, recently adding 29 new financial institutions to its platform.
“FusionDMS represents the culmination of FIntegrate’s more than 100 years of combined team experience in financial technology solutions,” the company stated. “Built to handle the increasing complexity of dispute workflows, the system streamlines operations across all dispute types while maintaining strict regulatory compliance and providing centralized document management for operators, executives and regulators.”
“FusionDMS was built from the ground up based on our deep understanding of what financial institutions actually need in their dispute management operations,” CEO Kris Bishop said in a statement. “Our market-tested approach ensures that institutions can dramatically reduce processing time while enhancing compliance and customer service.”
Illuma Wins League of CUs Shark Tank Competition
POINT CLEAR, Ala.–The League of Credit Unions & Affiliates recognized Illuma as the winner of its third annual Shark Tank competition, during its VISION Conference a.
“We’re honored to be selected as this year’s Shark Tank winner and grateful for the opportunity to share our solution with such a forward-thinking audience,” said Amy Travers, Vice President of Sales at Illuma. “We look forward to collaborating with credit unions to drive real impact and elevate the member experience.”
This year’s Shark Tank, sponsored by Corporate One Federal Credit Union, featured four standout fintech companies —Allure Security, Eko, Finalytics.AI, and Illuma. Each company was given 15 minutes to pitch their fintech solution to a room full of credit union leaders, followed by a five-minute Q&A. Attendees voted for the solution they believed would have the greatest impact on their members and the industry.
Eltropy One Platform Now Features More Than 50 Integrations
SANTA CLARA, Calif.–Eltropy, an AI-powered conversations platform, said its unified offering, Eltropy One Platform, now features more than 50 integrations with essential systems used by credit unions and community banks.
“This expanded ecosystem equips CFIs to boost operational efficiency and deliver more valuable experiences for their members and customers,” the company said.
The company said Eltropy One Platform integrates with popular Core, Loan Origination System (LOS), Account Opening System (AOS), Collections, Customer Relationship Management (CRM), Payments, Artificial Intelligence (AI), Unified Communications as a Service (UCaaS), and Contact Center as a Service (CCaaS) providers. These integrations allow financial institutions to streamline workflows and better serve their communities.
To make exploring this extensive network of connections simpler, Eltropy has launched its new Integration Hub. This professional space showcases all 50+ Eltropy integrations, thoughtfully organized with easy-to-navigate categories and a section highlighting the most recent and most popular integrations, simplifying how financial institutions explore Eltropy’s connected ecosystem, the company said.
The expanded suite of integrations includes key systems that drive various aspects of financial operations, it added.
For info: eltropy.com/partners.
Sunwest Credit Union Selects Tyfone for Digital Member Experience
PORTLAND, Ore.– Digital banking provider Tyfone said it has been selected by the $583-million, Phoenix-based Sunwest Credit Union to “transform the credit union’s digital member experience, provide more engaging, personalized services, drive future growth and generate operational efficiencies across the entire institution.”
The credit union will deploy Tyfone’s full suite of services, including nFinia Digital Banking platform, instant payments, youth banking and Skip-A-Pay solutions.
Sunwest Credit Union’s progressive vision required a technology partner that could match their ambitious digital transformation goals with equally advanced capabilities. After an extensive review and evaluation period, Tyfone was selected.
Sunwest’s implementation includes several key Tyfone solutions, including:
- nFinia Digital Banking Platform
- Youth Banking Solutions
- Skip-A-Pay Automation:
Clutch Launches HAL, an AI-Powered Lending Assistant
SAN FRANCISCO — Clutch, a provider of digital omnichannel origination experiences, has launched HAL, an AI-powered lending assistant that it said transforms the lending process. HAL enhances the applicant experience, streamlines operations, and drives growth for credit unions by accelerating loan processing and reducing costs.
“As part of Clutch’s mission to help credit unions digitally transform and become the obvious choice for financial services, HAL is designed to deliver measurable improvements across the entire lending journey,” the company said. “Regardless of loan type, Clutch’s solutions empower credit unions to convert applications into booked, funded, and activated relationships faster than ever before.”
Key Features of HAL
The company said key features include:
- AI-Powered Conversations with Applicants
- Automated Document Collection & Validation
- Loan Status TrackingProven Results
Key Performance Metrics
In addition, Clutch said key performance metrics include:
- 80% of document requests facilitated by HAL
- More than one day reduction in time-to-fund
- 70% increase in look-to-book ratio
- Only 2% of member messages required human escalation
LEVERAGE Partners With IDgo
TALLAHASSEE, Fla. – LEVERAGE, the service corporation for The League of Credit Unions & Affiliates, said it has partnered with IDgo, a device-based authentication platform that is simple, fast and secure.
“IDgo leverages mobile devices and encryption technology to deliver a seamless, secure authentication solution across all customer engagement channels,” LEVERAGE said. “The platform is designed to reduce the risk of impersonation attacks, increase operational efficiency, and simplify the authentication experience for both consumers and staff.”
It added that IDgo revolutionizes identity verification with fast, secure, and seamless authentication—online and offline.
“Whether verifying identity in a call center, at an interactive teller machine, or during anonymous chat sessions, consumers receive a one-time SMS and authenticate instantly using their device’s biometrics, passcode, or screen lock,” the company stated.
HC3 Expands Its Sales & Marketing Team
BIRMINGHAM, Ala.–HC3, a statement partner, has expanded its sales and marketing team led by Chief Growth Officer Tori VanCura-Rutland to support the company’s continued growth.
The expansion includes two internal promotions and two strategic new hires, positioning HC3 to better serve the increasing demand from financial institutions seeking streamlined statement processing solutions.
“HC3’s growth has been driven by its ability to deliver operational improvements and cost savings while helping banks and credit unions create professional, branded statements that rival those of much larger institutions,” HC3 said. “The company’s core-agnostic approach and commitment to customization rather than template-based solutions has enabled financial institutions to transform statements from operational necessities into powerful marketing tools. With its expanded sales and marketing teams now in place, HC3 is well-positioned to accelerate its growth trajectory as it heads into the fall season and continues to meet increasing demand from financial institutions nationwide.”
