The NovelVox Agent Accelerator for KeyStone Corelation boosts agent productivity, reduces operational expenses, and elevates service quality within the Dialpad Contact Center. This unified desktop smoothly connects the KeyStone system with Dialpad, empowering agents with the right tools to provide quicker, more tailored member interactions.

Who can use this

You must have a Dialpad Support license and KeyStone Corelation license.

Using Dialpad & 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 offers a unified view of complete member information, enabling agents to handle queries efficiently. The available features are:

• Member Information – incorporates the primary details of the member, like account number, name, SSN, passkey, date of birth, age, contact number, address, and home branch.

  

  The additional features in the Member Information section are:

  • Open KeyStone – opens the member’s page directly in the KeyStone platform.

  • Verification – contains a photo ID of the member to verify the identity.  

  • Alerts - alert the agent with restrictions or actions related to the member’s account.  

  • KeyInsight – the KeyInsight tab includes the Interactions and Opportunities sections that provide a detailed history of members’ past engagements and show potential support, sell, or engagement options, respectively:

    • Interactions – shows the historical member interactions and includes various details like type of interaction, a short description of the issue or request, the timestamp of the last interaction, resolution type, and the final resolution of the interaction.

      

    • Opportunities – helps the agents to identify and track potential areas where additional support, follow-up, or engagement may be required. Its columns display details such as the type of opportunity, a brief description of the need, the timestamp of the last interaction, the resolution type, and the specific action taken to resolve it.

      

• Transactions – displays the detailed snapshot of the member’s recent financial activity. The interface provides essential transaction details, including the transaction date, description, transaction category, amount, updated balance, and source of the transaction.

  

• Cards – provides the summary of various cards associated with the member account. It shows the card number, type, and status (active/blocked/inactive/reissued).

  

• Recent Fees – summarizes the recent financial transactions, including deposits, payments, charges, and investments.

  

• Loans – enlists the upcoming loan-related payments, including due date, loan type, payment date, and the standard payment.

  

• Disputes – the dispute table shows all current and past dispute cases, including close date, their status, transaction type, start dates, and the final decisions.

  

• Shares – the share tables show the details of the investment accounts, including the account IDs, description, balance, and the available balance.

  

• Fund Holds – the fund hold section enlists certain transactions that are put on temporary holds. The following are the assisting features for Fund Holds:

  • ACH Authentication – verifies that the member truly owns the external account before granting full availability on ACH transfers. The available details are the authorization amount, category, and status.

    

• Funds Holds – shows the hold funds amount, category, and the expiration time.

  

• Debit Preauth Holds – shows the details of the temporary freeze of funds requested by a merchant to ensure the account is valid and has enough money to cover the expense. It shows the amount, category, and expiration time.

  

• Quick Links - the quick links to external applications or accounts. The links include:

• KeyStone

• Alkami

• MyCOOP

Frequently asked questions

Is there a cost associated with the NovelVox Agent Accelerator and KeyStone Corelation 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 KeyStone Corelation account to use this integration?

Yes, an active KeyStone instance is required to use 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.