The Challenge:
The credit union’s conversations run through Five9. The member’s full financial picture lives in JHA SymXchange. There is no governed path connecting the two, and the gap shows up on every call: agents verifying identity manually mid-call, and self-service channels unable to execute even simple requests without escalating to a live agent.

The credit union needs one governed layer that can authenticate a member and execute actions in SymXchange consistently, whether the interaction is agent-led or fully self-service, so compliance doesn’t depend on which channel the member happens to use.

The Solution:
NovelVox is deploying Agent Accelerator natively inside Five9 with a prebuilt connection to JHA SymXchange and Pindrop, giving agents a complete member view the moment a call connects. CCIP runs underneath as the execution layer for AI, IVR, and self-service interactions, governing every action taken against SymXchange with traceability built to the credit union’s requirements, whether it originates from a member or an agent.

Both layers share a single compliance boundary. The same governance that applies to an agent-assisted interaction applies to a fully self-service one.

Key Outcomes:

• Agents see member, account, card, and loan data the moment a call connects with no manual cross-referencing
• Members can authenticate, check balances, and block cards through self-service without agent involvement
• Every SymXchange action, human or automated, is authenticated, validated, and auditable under CCIP’s configured governance controls.
• Fraud signals from Pindrop surface directly in the agent’s live workflow
• A shared execution and governance foundation the credit union can extend to future channels without rebuilding governance from scratch

Download the Full Case Study
See how one architecture is closing the gap between agent-assisted and fully self-service, with full scope targeted for December 2026.