NovelVox Agent Accelerator is a powerful, unified desktop agent that integrates the Jack Henry application Symitar with your Dialpad Contact Center, providing agents with the tools they need to deliver faster, personalized interactions. This integration enhances efficiency, reduces operational costs, and improves the service quality of your Contact Center with Dialpad.
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
You’re redirected to the Dialpad login page.
Enter your login credentials and select Log in to Dialpad
If the Multi-Factor Authentication is enabled, enter the code and select Submit
Users are now successfully logged in to Agent Accelerator.
Note
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.
Users can now receive calls from members.
Receive the incoming call
To receive a call from a member 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 member’s details. Also, the Dialpad call controls are available during a call.
Admin Dashboard
The Agent Dashboard provides a unified view of complete member information, enabling agents to efficiently handle queries. The available features are:
Member Info | Displays a consolidated view of the selected member’s profile, including name, email address, SSN, mobile number, home phone number, account opening date, account number, branch, and city.
These options are available:
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Other Members | View and navigate related member accounts within the same organization.
The ‘Accounts Related’ button shows the additional account details of the selected member, like account number, SSN, membership role, and type of ownership.
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Warnings | Alerts the agent about restrictions or actions related to the member’s account, such as overdrafts, account freezes, pending verification, etc.
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Comments | Displays internal remarks or updates made by other agents from the previous interactions.
The Add Account Comment button allows agents to add a new comment to the profile.
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Notes | Enables agents to record interaction-specific information or follow-up reminders.
The Add Account Notes button allows agents to add a new note for the current interaction.
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Share | Displays the shareholding of the member. The details include the unique ID, description, balance, available balance, and type of stocks.
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Loan | Displays all active loans, including their unique ID, description, balance, due dates, and payment dues.
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Cards | Displays the member’s credit and debit card information, including the card number, issued date, expiry date, status, type, and status reason.
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Mortgage Loan | Displays comprehensive details of the member’s mortgage loan information, including the total payment amount, FICS account number, and current principal balance.
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Fund Transfer | Enables agents to initiate or schedule internal and external fund transfers on behalf of the member, with appropriate authentication and compliance checks.
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Transactions | Displays a detailed list of all transactions related to the member’s share and loan accounts, including: transaction dates, description, transaction amount, and the new balance.
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Names | Shows all account holders or authorized individual accounts linked to a specific loan or share account.
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Warnings | Highlights any alerts or risk indicators associated with the account, such as delinquencies, restrictions, or special conditions.
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Notes | Displays internal remarks or important observations recorded by agents for reference during previous interactions.
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Frequently asked questions
Is there a cost associated with the NovelVox Agent Accelerator and Jack Henry Symitar integration?
Yes, contact 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 SymXchange 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.