EXECUTION LAYER FOR ZOOM CONTACT CENTER
The Execution Layer Behind Every Zoom Contact Center Interaction
Zoom Powers the Interaction.
NovelVox Ensures it gets Executed
Zoom manages the conversation — but real work happens across systems of record like EHRs, core banking platforms, CRMs, and backend applications.
Without an execution layer, interactions break at the point where data needs to be retrieved, validated, or acted on across systems.
Zoom-Optimized CX Solutions for
Banking, Credit Union, Healthcare & Automotive
Agent Accelerator
Empower agents with a unified desktop embedded within Zoom Contact Center. Agent Accelerator delivers a single pane of glass across CRM, core systems, industry applications, and customer history—reducing screen toggling, accelerating resolution, and improving contextual accuracy.
CCIP
iVision Wallboards
Healthcare Experience Accelerator
Use Case Flow: When patients contact the provider through Zoom, 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 Zoom 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 Zoom 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 Zoom 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 Zoom campaigns, with structured tracking and customer acknowledgment capture.
Benefits: Improved compliance, proactive communication.
Use Case Flow: Zoom-assisted payments leverage PCI-compliant workflows with automated recording pause/resume controls during sensitive transactions.
Benefits: Secure transactions, reduced compliance risk.
Simplify Customization with
Drag-and-Drop Designer
The intuitive designer studio allows administrators to quickly adjust layouts, integrations, and workflows through a drag-and-drop interface.
Our Featured Integrations
