NovelVox Solutions for Genesys
Unlock Intelligent Customer Journeys in Genesys Contact Centers
CX Integration Framework for
Genesys Contact Centers
Agent Accelerator
Provide Genesys agents with a centralized workspace that unifies CRM data, core systems, and customer interaction history.
Agent Accelerator surfaces contextual information at the start of each interaction, allowing agents to resolve issues faster while reducing the need for manual system navigation.
CCIP
Establish a connected CX architecture by linking Genesys orchestration, enterprise applications, AI services, and digital channels.
CTI Connectors
Embed Genesys calling capabilities directly into CRM platforms and business systems through ready-to-deploy CTI integrations.
iVision Wallboards
Healthcare Experience Accelerator
Use Case Flow: Patient interactions initiated through Genesys trigger identity verification using demographic validation and multi-factor authentication connected to EHR systems.
Benefits: Improved security and faster patient authentication.
Use Case Flow: Genesys interactions connect directly with scheduling systems, allowing agents or automated workflows to manage appointments in real time.
Benefits: Reduced administrative workload and improved patient satisfaction.
Use Case Flow: Medication records and approval workflows are retrieved from integrated healthcare platforms during the interaction.
Benefits: Faster prescription processing and improved patient support.
Use Case Flow: Agent Accelerator displays clinical history, billing data, and previous interactions when the conversation begins.
Benefits: More informed conversations and faster issue resolution.
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 Genesys 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 Genesys 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 Genesys 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 Genesys campaigns, with structured tracking and customer acknowledgment capture.
Benefits: Improved compliance, proactive communication.
Use Case Flow: Genesys-assisted payments leverage PCI-compliant workflows with automated recording pause/resume controls during sensitive transactions.
Benefits: Secure transactions, reduced compliance risk.
Ideal for On-Premise & Cloud
Genesys Contact Centers
No platform disruption required
Support for hybrid deployments
Rapid implementation
Flexible customization
INTEGRATION-READY
Integrate with a Range of Business Platforms
and Tools for Exponential Results
