NovelVox
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NovelVox is the leading contact center solutions provider in the world. We are committed to providing customized contact center solutions through our market-leading unified communication products
NovelVox CTI connector integrates your telephony system with the 3rd party application. The CTI controls are embedded within the CRM or ticketing application and further it can be integrated with other open API applications. CTI connector enables agents to offer quicker resolution with customer information displayed on screen even before answering the call. NovelVox CTI connector for Cisco, Avaya, Genesys and Mitel save agents from switching screen by fetching data directly from the core applications.
Gauge your contact center agents performance in real-time with NovelVox Contact Center Wallboards. Monitor and motivate agents with intuitive display of KPIs and relevant data for a guided move. Enable the supervisor or team lead to control performance and take immediate actions on data breach. From individual agent status to seat plan at glance, the gamified wallboards from NovelVox have everything that improves FCR and reduces AHT. Supervisors can monitor the number of calls dropped, routed and handled, getting a true picture of where the organization’s productivity stands and how far it has to go. With Wallboards data can be filtered and selected in line with business needs, i.e. customization, making the regularly updated real-time data useful for analysis and laying down policies.
NovelVox CCIP is an integration and orchestration platform that securely connects contact centers with enterprise systems. It enables governed workflow execution, real-time data access, and AI-powered automation while maintaining compliance, security, and operational control.
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About
What is NovelVox?
NovelVox is the execution layer for regulated CX — banking, credit union, and healthcare — environments where customer interactions are governed by compliance, workflow, and audit requirements. Organizations in these industries face a common problem: the systems agents and self-service channels depend on — core banking platforms, EHR systems, lending and payments infrastructure — were never designed to work together under a single governance model. The result is operational friction, compliance exposure, and customer interactions that stall or fail at the moment of execution. NovelVox addresses this at the infrastructure level. Its platform sits between systems of engagement — CCaaS platforms, AI assistants, IVRs, and agent desktops — and the systems of record those interactions must reach. It controls what can be executed, enforces workflow sequencing, applies role-based permissions, and produces the audit trail regulated institutions require. Its portfolio includes Agent Accelerator, a unified execution workspace for agents; CTI Connectors that connect contact center platforms with CRM and enterprise systems; and CCIP, an execution layer that enables AI-powered self-service channels to securely perform transactions and execute workflows across multiple enterprise applications. With 17 years focused on contact center execution in regulated industries and 250+ enterprise customers across banking, credit unions, and healthcare, NovelVox brings a depth of governed workflow experience that generic integration and automation platforms were not designed to provide. NovelVox helps organizations reduce operational friction, improve compliance, accelerate service delivery, and execute customer and member journeys more efficiently across regulated environments