NovelVox Agent Accelerator for Fiserv DNA enhances agent efficiency, reduces operational costs, and improves service quality within the Dialpad Contact Center. This unified agent desktop seamlessly integrates the Fiserv DNA application with Dialpad, equipping agents with the tools needed to deliver faster, more personalized member interactions.

Who can use this

You must have a Dialpad Support license and a Fiserv DNA 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.

1. Select Login

   

   You’re redirected to the Dialpad login page.

2. Enter your login credentials and select Log in to Dialpad

   

3. If the Multi-Factor Authentication is enabled, enter the code and select Submit

   

   The user has 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 the member without leaving the screen, select Answer on the Dialpad call panel.

As soon as the call is picked up, the Agent Accelerator fields are populated 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 Information – incorporates the primary details of the member, like a profile picture, person number, member number, organization number, name, mobile, email address, SSN, date of birth, street, city, and state.
  

  The additional features at the bottom of the Member Information section are:

  • Member Restriction - displays any limitations or special conditions associated with a member’s account, such as access restrictions, transaction limits, and compliance-related flags.
    

  • Notes – provides a centralized space for agents to record important observations, interaction details, or follow-up actions related to the member.
    

    By clicking the Add Notes option, the agent can add new notes.

  • Agreements - lists all signed or active agreements between the member and the credit union, including loan documents, account terms, or service authorizations.
    

• Accounts – the account details provide an overview of the member’s account, including available balance, current balance, account number, account opening date, type of account, interest, and status.
  

  The following are the associated features of the selected account:

  • Authenticate – verifies the member's identity using either a security question or OTP.
    

    • Account Restriction – shows account-level restrictions, such as transaction holds, access limitations, etc.

      

• Transactions – displays the detailed record of all financial activities within the account, such as date of transaction, description, transaction amount, and current balance.
  

• Withdrawals – shows all withdrawals with the member account, like date/time, description, withdrawal amount, current balance, and transaction name.

  

• Deposits – lists all deposits made to the account and shows date/time, description, current balance, transaction name, and transaction amount.

  

• Holds – indicates any funds currently on hold due to pending transactions, clearance, or policy requirements. It shows the date set, release date, holding amount, and description. 

  

• Roles - displays the roles or ownership types associated with the account.

  

• Cards – provides information on all debit and credit cards linked to the member’s account, including card number, type, issuing date, status, status date, and expiration date.

  

• Loan – shows details of all kinds of loans linked to the member’s account. By clicking on any loan entry, its associated transaction details will also be listed in the Transactions section.

  

• Quick Links – the quick links to external applications or accounts.

  

  The current example includes the links for:

  • Open FiservDNA.

  • Highland Onbase.

  • CCM.

  • Temenos.

Frequently asked questions

Is there a cost associated with the NovelVox Agent Accelerator and Fiserv DNA integration?

Yes, please 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 Fiserv DNA account to use this integration?

Yes, an active Fiserv DNA instance is required to use this integration.

Can I also screen pop the native Fiserv DNA thick client?

Yes, the native Fiserv DNA thick client can be screen-popped with the member's information.

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.