FIS Integration
FIS Has the Data. NovelVox Turns It into Context.
NovelVox bridges FIS core systems like FIS IBS and FIS HORIZON with your contact center, surfacing complete FIS context and customer and member details the moment a call arrives. It works across leading contact center platforms, including Zoom, RingCentral, Five9, and more.
Technology Partners
Built for High-Volume Banking and Credit Union Contact Centers Running FIS
One Integration. Every Capability Your Agents Need.
Inbound call triggers an automatic lookup in FIS for details and surface before the agent starts speaking to the customer. No manual search, no repeat verification questions — agents start every call informed.
Agent Accelerator unifies FIS data, call controls, notes, and guided actions on one screen. Agents stay on that screen while handling that call start to resolution. Zero tab-switching to search for answers.
Whether it is fund transfers, account notes, or record updates, agents execute it all directly within the NovelVox workspace — written back to FIS in real time. No managing of multiple interfaces that shoot up AHT.
Dedicated agent views for accounts, cards, loans, and mortgages — each surfacing only the FIS data relevant to that team. Agents see what they need, nothing they don’t — reduces cognitive load and handling errors.
Works across prominent contact center platforms like Zoom, Cisco, NICE, Dialpad, Genesys, Amazon Connect, Five9, and RingCentral. No rip-and-replace, just an integration layer into your existing system.
Every agent action taken within the session is logged against the call record and written back to FIS. Clean, tied audit trail from call arrival to resolution — SOC 2 and PCI-DSS ready.
How NovelVox Connects FIS
to Your Contact Center Stack
Connectivity
Automation
Control
Governance
NovelVox For FIS: BANKING
Customer calls in. NovelVox matches details in FIS records, auto-populates the customer profile. Agent greets the verified customer with full context.
Customer questions an unrecognized charge. Agent checks full transaction history from FIS and takes required action without leaving the screen. No escalation.
Customer reports a lost card. Agent views status, blocks the card, and initiates a replacement, all from the guided action panel. No separate card team.
Customer flags payment discrepancy. NovelVox surfaces details from FIS. Agent resolves it without placing the customer on hold or transferring the call.
Customer requests an internal transfer. Agent initiates it directly within the NovelVox workspace by confirming details in FIS. Transaction logged automatically.
NovelVox for FIS: CREDIT UNION
Member calls in. NovelVox matches the inbound number against FIS records and auto-populates data. Agent gets full context before the call begins.
Member questions a transaction. Agent checks full transaction history fetched from FIS without system switching or keeping member on hold.
Member reports a stolen card. Agent views card status from FIS, blocks it immediately and initiates replacement from the same screen.
Member calls about a loan payment. Agent surfaces details from FIS instantly. Query resolved in one interaction — no transfer, no manual lookup.
Member needs account updates across multiple shared accounts. Agent pulls the full FIS member profile, confirms, updates, and logs from a single workspace.
