Business Challenge:
The bank’s Cisco Webex Contact Center handled customer engagement, while SilverLake, its core system of record, held account, transaction, loan, and payment data.
The bank wanted customers to do more than look up that data. It wanted them to verify accounts, review balances, check loans, transfer funds, and manage credentials through self-service, without waiting for an agent.
It needed a governed, scalable way to make that possible without building complex point-to-point integrations.

The Solution:
By using CCIP as the execution layer between Cisco Webex Contact Center and SilverLake, the bank enabled secure, governed self-service across authentication, account servicing, loan inquiries, transfers, and payments.

Key Outcomes:

• Secure self-service authentication and customer identification
• Real-time access to account, transaction, and loan information
• Transaction-ready self-service for transfers and payment-related requests
• Reduced dependency on live agents for routine inquiries
• Centralized execution architecture across contact center and core banking systems
• Scalable foundation for future automation and digital initiatives

Conclusion
With NovelVox CCIP as the execution layer between Cisco Webex Contact Center and SilverLake, the bank moved self-service from looking up information to completing transactions. It now has a scalable foundation for future automation.

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