NovelVox Solutions for Avaya
Modernizing Enterprise Service Operations with Avaya Contact Centers
Integrated CX Solutions for
Avaya Contact Centers
Agent Accelerator
Deliver a streamlined agent experience by consolidating customer data, CRM platforms, and operational systems into a single unified desktop environment.
CCIP
Create a connected service architecture that links Avaya communication systems with enterprise applications, AI tools, and digital engagement channels.
CTI Connectors
iVision Wallboards
Healthcare Experience Accelerator
Use Case Flow: When patients contact the provider through Avaya, CCIP verifies identity using MFA, demographic validation, and EHR-based security checks.
Benefits: Faster verification, reduced fraud, HIPAA-aligned compliance.
Use Case Flow: CCIP connects to EHR scheduling modules, allowing agents or IVR/IVA to book, reschedule, or cancel appointments in real time.
Benefits: Reduced scheduling errors, improved patient adherence.
Use Case Flow: Medication history and approvals are retrieved instantly from connected EHR systems for seamless refill processing.
Benefits: Faster turnaround, improved medication continuity.
Use Case Flow: Agent Accelerator surfaces clinical history, billing data, prescriptions, lab results, and open cases at interaction start.
Benefits: Faster resolution, reduced escalations.
Banking & Credit Union Experience Accelerator
Use Case Flow: Caller ID triggers automatic display of loan details, card information, balances, and recent transactions within Agent Accelerator.
Benefits: Zero manual search, reduced AHT, faster authentication.
Use Case Flow: CCIP retrieves real-time data from Fiserv, FIS, Symitar, Corelation, and other core platforms—surfacing balances, EMI status, and credit limits to agents or IVR.
Benefits: Accurate responses, reduced system hopping.
Use Case Flow: Fraud alerts and risk events surface during live Avaya interactions, enabling secure authentication workflows.
Benefits: Faster fraud resolution, reduced risk exposure.
Use Case Flow: Displays loan schedules, delinquency indicators, hardship options, and recommended next steps while routing complex cases appropriately.
Benefits: Improved empathy, faster resolution, reduced escalations.
Use Case Flow: Core system triggers outbound Avaya calls or digital messages for reminders, maturity notices, and payment alerts.
Benefits: Higher engagement, proactive service, lower inbound load.
Automotive Experience Accelerator
Use Case Flow: CCIP connects Avaya interactions with Xtime and DMS platforms, allowing agents or IVR to book, modify, or cancel service appointments in real time.
Benefits: Reduced scheduling errors, improved service throughput.
Use Case Flow: Agent Accelerator surfaces warranty eligibility, coverage details, and claim status at interaction start while logging every interaction for audit traceability.
Benefits: Faster resolution, defensible warranty documentation.
Use Case Flow: OEM recall data triggers outbound Avaya campaigns, with structured tracking and customer acknowledgment capture.
Benefits: Improved compliance, proactive communication.
Use Case Flow: Avaya-assisted payments leverage PCI-compliant workflows with automated recording pause/resume controls during sensitive transactions.
Benefits: Secure transactions, reduced compliance risk.
Designed for Hybrid & Enterprise
Avaya Contact Centers
Hybrid deployment flexibility
Fast deployment model
Adaptable configuration
INTEGRATION-READY
Integrate with a Range of Business Platforms
and Tools for Exponential Results
