Business overview

NovelVox is the execution layer for regulated CX — banking, credit union, and healthcare — environments where customer interactions are governed by compliance, workflow, and audit requirements. Organizations in these industries face a common problem: the systems agents and self-service channels depend on — core banking platforms, EHR systems, lending and payments infrastructure — were never designed to work together under a single governance model. The result is operational friction, compliance exposure, and customer interactions that stall or fail at the moment of execution. NovelVox addresses this at the infrastructure level. Its platform sits between systems of engagement — CCaaS platforms, AI assistants, IVRs, and agent desktops — and the systems of record those interactions must reach. It controls what can be executed, enforces workflow sequencing, applies role-based permissions, and produces the audit trail regulated institutions require. Its portfolio includes Agent Accelerator, a unified execution workspace for agents; CTI Connectors that connect contact center platforms with CRM and enterprise systems; and CCIP, an execution layer that enables AI-powered self-service channels to securely perform transactions and execute workflows across multiple enterprise applications. With 17 years focused on contact center execution in regulated industries and 250+ enterprise customers across banking, credit unions, and healthcare, NovelVox brings a depth of governed workflow experience that generic integration and automation platforms were not designed to provide. NovelVox helps organizations reduce operational friction, improve compliance, accelerate service delivery, and execute customer and member journeys more efficiently across regulated environments.