NovelVox Agent Accelerator for Jack Henry SilverLake enhances efficiency, reduces operational costs, and improves the service quality of Dialpad Contact Center. It is a powerful, unified desktop agent that integrates the Jack Henry application SilverLake with Dialpad Contact Center and provides agents with the tools they need to deliver faster, personalized interactions.
Who can use this
You must have a Dialpad Support license and a Jack Henry SymXchange license.
Using Dialpad and NovelVox Agent Accelerator
Here are some basic functions to use the NovelVox Agent Accelerator with Dialpad.
Logging in
To log in, go to your Agent Accelerator. Use the link provided by NovelVox to log in to the Agent Accelerator integrated with Dialpad.
Select Login
The user is redirected to the Dialpad login page.
Enter your login credentials and select Log in to Dialpad
If Multi-Factor Authentication is enabled, enter the code and select Submit
The user has logged in to Agent Accelerator successfully. The left-hand panel shows the Dialpad’s telephony control panel, and the right-hand panel shows the NovelVox Agent Accelerator widget integrated through CTI events.
Now, the user is ready to receive calls from customers.
Receive the incoming call
To receive a call from the customer without leaving the screen, select Answer on the Dialpad call panel.
As soon as the call is picked, the data in Agent Accelerator fields is filled with the customer’s details. Also, the Dialpad call controls are available during a call.
Admin Dashboard
The Agent Dashboard offers a unified view of complete customer information, enabling agents to handle queries efficiently. The available features are:
Customer Info – the panel includes the consolidated details of the customer account.
The following are the available features in the Customer Info panel:
Contact Number.
Email Address.
Verification ID – a photo identity card of the customer that validates their identity.
Customer Verification – helps the agent to verify the customer's identity using security questions and OTP.
Banner Message – displays notifications related to the customer’s account.
Pindrop – provides advanced caller validation, spoof detection, risk analysis, and other related features to help agents assess call legitimacy and take informed actions.
Customer Name.
Account Type.
Date of Birth.
SSN Number.
CIF (Customer Information File) Number.
Alerts - displays important customer-specific messages, warnings, and restrictions that agents must review before proceeding with transactions or account actions.
Open Xperience – helps to open the customer details page directly in the Xperience page.
Maintenance Details - provides agents with account access history, maintenance status, and stop payment configuration.
Account Info – provides a comprehensive view of the customer’s account, like ‘available+bounce’ balance, current balance, collected balance, and maturity date.
The Account Info section includes account number, ownership type, account type, account category, and status.
The Transaction History table shows recent account activity.
Credit Card – the tab lists the credit card issued to the customer, including their credit limit, current balance, payment due date, and available balance.
The Activate Cards option enables agents to complete credit card activation requests.
Debit Card – the tab lists all debit cards issued to customer accounts and provides related information, such as card number, issue date, expiration date, status, and type.
Fund Transfer – the tab enables agents to initiate and manage account-to-account transfers efficiently within the same interface.
Frequently asked questions
Is there a cost associated with the NovelVox Agent Accelerator and Jack Henry SilverLake integration?
Yes, please get in touch with your account manager for pricing details.
Does this integration work with all Dialpad Contact Centers?
Yes, it supports Dialpad Connect, Dialpad Support, and Digital Configuration.
Do I need a Jack Henry Instance to use this integration?
Yes, an active Jack Henry instance with JXchange Gateway is required for this integration.
How can I share my feedback?
Gathering valuable feedback is an essential part of our continuous improvement process. It helps us understand what is working well and identify areas for enhancement.
For any insights, suggestions, or feedback, please contact the NovelVox Support Team at dialpad@novelvox.com