NovelVox Solutions for Five9
Enabling Intelligent, Integrated Customer Engagement for Five9 Contact Centers
Industry-Ready CX
Capabilities Built for Five9
Agent Accelerator
Agent Accelerator eliminates excessive application switching by presenting agents with real-time customer context, historical interactions, and workflow guidance, enabling faster resolutions and more informed conversations.
CCIP
CCIP acts as the orchestration backbone for Five9 environments, enabling automated workflows, real-time data access, and contextual interactions across agents, bots, and IVR systems.
iVision Wallboards
iVision provides real-time dashboards, service-level monitoring, and performance alerts, helping contact center leaders identify service risks early and take corrective action before service levels decline.
Healthcare Experience Accelerator
Use Case Flow: When a patient reaches the contact center through Five9, CCIP initiates identity verification using demographic validation, multi-factor authentication, and EHR record matching.
Benefits: Improved patient security, faster identity confirmation, and stronger compliance with healthcare data protection standards.
Use Case Flow: Through integration with scheduling modules in connected EHR systems, agents or automated systems can book, modify, or cancel appointments directly during the interaction.
Benefits: Improved scheduling accuracy and reduced administrative workload.
Use Case Flow: Medication records and refill approvals are retrieved from integrated EHR platforms, allowing agents to process prescription requests quickly.
Benefits: Faster patient assistance and improved medication adherence.
Use Case Flow: Agent Accelerator displays a consolidated view of patient information including appointments, clinical history, billing records, and ongoing cases as soon as the interaction begins.
Benefits: Improved care coordination and reduced call transfers.
Banking & Credit Union Experience Accelerator
Use Case Flow: When a customer calls, identification data automatically retrieves account balances, loan details, and recent transactions within the agent interface.
Benefits: Reduced handle time and faster customer authentication.
Use Case Flow: CCIP connects Five9 interactions with banking systems to retrieve transaction histories, credit card data, and loan information instantly.
Benefits: Accurate responses and fewer system lookups.
Use Case Flow: Fraud detection systems trigger alerts within the agent interface during live interactions, enabling secure verification procedures.
Benefits: Rapid fraud mitigation and improved risk management.
Use Case Flow: Agents can view repayment schedules, overdue indicators, and assistance programs while assisting customers during the call.
Benefits: More effective financial guidance and faster case resolution.
Use Case Flow: Integrated banking systems initiate outbound notifications through Five9 for payment reminders, maturity alerts, and service updates.
Benefits: Stronger engagement and reduced inbound call volumes.
