POPin Video Banking Adds Features to Enhance Customer Experience

February 23 — POPin Video Banking, Sandy, Utah, has announced the addition of advanced workflow management and emotive recognition capabilities to its mobile video banking platform.

TaskShare, a suite of new functions for advanced workflow management will allow financial representatives to complete financial services across channels before, during and after video engagements. Using the POPin platform, members can complete nearly all banking needs online, using a personal device or computer or branch-based video. Financial institutions will be able to complete signature and document workflows in and outside of video calls, regardless of how the customer interaction begins, allowing for more flexibility as calls are completed or need to be disconnected.

“If a transaction requires additional time, or if customers need to return to a task later, they can do so, picking up right where they left off,” said Jed Taylor, POPin’s president and chief operations officer. “TaskShare’s ability to build trust through face-to-face interactions while offering the convenience of completing processes on one’s own time — all without needing to set foot in a branch — is an advantage like no other.”

In addition to TaskShare, POPin is collaborating with PositiveIQ, a not-for-profit organization working to promote positivity and personal growth, to incorporate DERIVE PositivityCoach, an emotive recognition platform.

“Emotive recognition takes video banking to a whole new level,” said Gene Pranger, POPin founder and CEO. “PositiveIQ’s unique algorithm measures both the consumer and the call center, giving agents and managers immediate guidance on how to improve the customer experience.”

The program evaluates the emotional health of interactions between service representatives and customers, displaying real-time information to agents regarding the emotional state of customers and generating timely suggestions for enhanced service and selling opportunities. Managers also receive feedback on agent performance and use these insights for sales strategies and training.

“The principle of the technology, and what we strive toward at PositiveIQ, is to develop more positive relationships,” said Amy Weiland, director of training and education development at PositiveIQ. “Some customers are uncomfortable talking about personal finances. DERIVE PositivityCoach provides a way to uniquely and effectively connect with customers during those vulnerable conversations.”

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