About NovelVox
The Problem We Exist to Solve
Customer interactions don’t fail because conversations break. They fail because execution breaks across systems. Contact center platforms manage conversations. Systems of record hold customer data and business logic.
But during a live interaction, no system ensures that actions — retrieving data, validating identity, executing transactions — happen in the right sequence, across the right systems, and with full control.
That’s where interactions break. And that’s the problem NovelVox was built to solve.
What We Do
NovelVox provides the execution layer for customer interactions. We sit between contact center platforms, AI systems, and systems of record — governing how every action is executed during a live interaction.
Whether it’s an agent, IVR, or AI-driven workflow, we ensure:
Data is retrieved from the right system
Actions are executed in the correct sequence
Permissions and policies are enforced in real time
Every step is traceable and auditable
Not just connectivity. Controlled execution across systems.
Why It Matters Now
Customer interactions are being redefined by AI. AI can handle conversations at scale — but without the ability to execute actions across backend systems, those interactions stall.
IVRs hit dead ends. Bots deflect. Agents step in to complete the work manually.
The gap isn’t in conversation. It’s in execution.
NovelVox closes that gap — enabling AI, IVR, and agents to not just respond, but complete interactions end-to-end.
What Makes NovelVox Different
Most solutions focus on:
- Integrating systems
- Surfacing data
- Improving agent interfaces
NovelVox focuses on something fundamentally different: Controlling how work gets executed across systems during live interactions.
That includes:
- Real-time orchestration across multiple systems of record
- Execution control with sequencing and dependency management
- Policy enforcement for regulated actions
- Audit-grade traceability for every interaction
We don’t just connect systems. We ensure interactions are completed — correctly, consistently, and compliantly.
Built for Regulated Industries
NovelVox is purpose-built for environments where execution cannot fail.
We work across:
- Healthcare
- Banking and Credit Unions
- Insurance
- Automotive
In these industries, every interaction involves:
- Sensitive data
- Strict workflows
- Regulatory requirements
Execution isn’t optional. It has to be controlled.
Our Experience
For over 17 years, NovelVox has worked at the intersection of contact centers and systems of record.
We’ve built deep integrations with platforms such as:
Healthcare
Systems
- Epic, Oracle, and leading EHR systems
Core Banking Platforms
- Jack Henry, Fiserv, and FIS
Automotive Systems
- CDK Global and Cox Automotive
Leading CCaaS Platforms
- Zoom, RingCentral, Five9, Dialpad, and others
Through this experience, we’ve seen the same problem
repeatedly: Interactions break at the moment execution begins.
repeatedly: Interactions break at the moment execution begins.
That’s why we built the execution layer.
The Future of Customer Interactions
The future of customer experience isn’t just faster conversations. It’s complete interactions.
Where:
- AI handles the conversation
- Systems of record handle the data
- NovelVox ensures the work gets done
From identity verification to transaction execution to workflow completion — every step happens in real time, across systems, within a single interaction.
Our Role
Contact center platforms manage interactions.
Systems of record manage data.
Systems of record manage data.
NovelVox ensures execution.
Certified & accredited
Trust isn't just something we talk
about. It's something we prove.
Every certification we carry is a signal to the enterprises that depend on us — that our processes, our security posture, and the way we handle data are independently verified, not just self-declared.
Certification
ISO/IEC 27001:2022
Information security management — independently certified to the latest global standard.
Certification
ISO 9001:2015
Quality management systems — consistent delivery and customer satisfaction, by design.
Maturity
CMMI Level 3
Defined, quality-driven processes — meaning what we build today is built the same way tomorrow.
Audit
SOC 2 Type II
All five trust principles met — security, availability, integrity, confidentiality, and privacy — under third-party audit.
Compliance
HIPAA
End-to-end encryption, access controls, and audit logging protect Protected Health Information across every healthcare integration we touch.
Compliance
PCI DSS
Cardholder data secured through tokenization, end-to-end encryption, and strict access controls within banking contact center environments.
The people behind the platform
Built by people who genuinely
care about getting this right.
The NovelVox team has spent years working closely with contact centers — not from a distance, but in the details. Understanding why a three-second screen lag matters. Why compliance failures don’t start with bad intentions; they start with broken workflows. That empathy is baked into everything we build.
Mission
Connect. Secure. Execute.
To unify every contact center technology into a single, auditable layer — so enterprises never have to choose between speed and compliance.
Vision
One seamless interaction.
A world where every customer conversation flows effortlessly across systems — with zero security gaps, full regulatory confidence, and complete traceability.
Customer-first, always
We measure success by what changes for the agents and customers on the other side of our software.
Ownership without ego
Everyone takes responsibility for outcomes — not just their part of the code or the call.
Continuous improvement
CMMI Level 3 isn’t just a badge — it reflects how we actually think about process, quality, and growth.
Clarity over complexity
We’ll tell you what you need, what you don’t, and why — even if it means recommending less.
Build CX with
Control and Confidence
We simplify regulated contact centers by unifying systems into one seamless,
traceable ecosystem—see how NovelVox fits into yours.
traceable ecosystem—see how NovelVox fits into yours.
