Partnership gives Five9 customers access to industry-specific integrations connecting contact center, AI and self-service workflows with banking and healthcare systems

NovelVox has achieved Select ISV Partner status with Five9, expanding an existing technology partnership and establishing a formal reseller relationship between the companies.

The agreement enables Five9 customers to access NovelVox's Agent Accelerator solutions for banking, credit unions and healthcare, as well as its Contact Center Integration Platform (CCIP). The offerings are designed to connect Five9's Intelligent CX Platform with core systems and workflows used by regulated organizations.

Connecting Contact Centers With Systems of Record

NovelVox provides prebuilt integrations with platforms including Jack Henry, Fiserv, FIS, Corelation KeyStone and Oracle Health.

These integrations are intended to help organizations connect contact center operations with systems of record while accelerating the deployment of industry-specific customer service, sales and self-service workflows.

For financial services and healthcare organizations, the integrations can bring customer, member and patient information into the contact center environment without requiring agents to move between multiple applications.

Bringing Core-System Data Into the Agent Desktop

NovelVox's Agent Accelerator connects Five9's contact center experience with underlying systems of record, providing agents with relevant customer and interaction context within a unified interface.

Agents can access information and perform routine workflows without switching between separate applications. The approach is designed to reduce manual steps while giving agents a more complete view of the interaction.

Extending Integration to AI and Self-Service

NovelVox's CCIP extends connectivity beyond the agent desktop to IVR, AI and other self-service experiences.

Rather than limiting automated systems to answering questions, organizations can use the platform to support governed actions such as retrieving information, validating customer details, supporting transactions and completing service workflows.

The integration also allows context captured during self-service interactions to move with the customer when an interaction is transferred to a live agent. This is intended to reduce the need for customers to repeat information and give agents visibility into what has already occurred.

Supporting Regulated Industries

The partnership is particularly focused on banking, credit unions and healthcare, where contact centers often need to operate across specialized core platforms and maintain appropriate controls around customer information and workflows.

“The next phase of customer experience is not simply about adding AI to the contact center — it is about connecting both AI and human interactions with the systems where customer work actually gets done,” said Amit Gandhi, CEO of NovelVox.

Five9's Meg Higgins, SVP of Business Development, said the combination of the company's AI-powered contact center platform and NovelVox's industry integrations can help regulated organizations connect live-agent and self-service experiences with core operational systems.

Expanding Five9 and NovelVox's Partnership

The Select ISV designation builds on NovelVox's existing accreditation as a Five9 ISV partner and gives joint customers a more direct route to deploy NovelVox's integration and workflow capabilities.

The expanded relationship is aimed at helping organizations connect contact center interactions with the systems that support customer service and operational processes across banking, credit unions and healthcare.