NovelVox
Procurement partnerAbout
NovelVox provides contact center integration software that sits between CCaaS platforms, AI systems, and systems of record to govern how customer interactions are executed across backend systems in real time. The company offers a unified agent desktop product, a contact center integration platform for agentic AI, CTI connectors, and an integration library covering 100+ third-party applications. Their solutions are purpose-built for regulated industries including healthcare, banking and credit un...
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VenSearch Intelligence
Ideal Customer
- NovelVox's ideal customer is a mid-to-large enterprise contact center — typically 50 to 10,000+ agents — operating in a regulated or data-intensive industry such as banking, healthcare, insurance, or automotive.
- They typically use established CCaaS or telephony platforms like Cisco, Avaya, Genesys, Five9, Amazon Connect, Zoom, RingCentral, or Dialpad but struggle with fragmented agent workflows and disconnected backend systems.
Key Differentiators
- NovelVox positions itself as the 'execution layer for regulated CX' — not just an integration middleware, but a governed workflow enforcement platform that controls sequencing, role-based access, audit trails, data masking, and compliance validation during live customer interactions, distinguishing it from generic iPaaS or CCaaS-native integration tools.
- Its library of 100+ prebuilt integrations across regulated industry systems (Epic, Jack Henry, Symitar, Fiserv, FIS, Oracle Health, CDK Global, Cox Automotive) gives it a significant head start over custom-built or horizontal competitors.
Industries Served
- NovelVox primarily serves regulated, data-intensive industries including healthcare, banking and financial services, credit unions, insurance, automotive, government, telecom, and retail.
- Industry-specific solutions exist for healthcare (Epic, Cerner, Oracle Health, Athenahealth, Meditech), banking and credit unions (Jack Henry, Symitar, Fiserv, FIS), and automotive (CDK Global, Cox Automotive/Xtime).
Service Coverage
- NovelVox operates globally, with offices in the USA, UK, India, Saudi Arabia, and the UAE, and serves clients in 80+ countries across North America, EMEA, and APAC.
- The company has completed 350+ deployments across 20+ countries and claims 1,000+ installations on its website.
Partnerships
- NovelVox holds significant CCaaS platform partnerships including Cisco Preferred Solution Provider accreditation, Genesys AppFoundry Elite ISV Partner status, Five9 Select ISV Partner status (achieved October 2026) with a formal reseller relationship, and Zoom ISV Exchange Partner status (recommended and resold by Zoom).
- Additional platform partnerships include Avaya DevConnect, Amazon Connect, RingCentral, Dialpad (expanded partnership announced June 2026 for Agentic AI), and NICE.
Company Size
- NovelVox was founded in 2008 by CEO Amit Gandhi and currently employs approximately 150–180 people across its global offices, with estimates from multiple sources ranging from 142 to 180 employees as of 2025–2026.
- Estimated annual revenue is approximately $24.7 million according to Datanyze and ZoomInfo, with LeadIQ placing it in the $10M–$25M range.
Ownership
- NovelVox is a privately held, founder-operated company with no outside institutional investment or private equity backing.
- It was founded in 2008 by Amit Gandhi, who continues to serve as CEO.
Compliance & Certifications
- NovelVox holds ISO/IEC 27001:2022 certification for information security management, ISO 9001:2015 certification for quality management, SOC 2 Type II attestation covering all five trust principles (security, availability, processing integrity, confidentiality, and privacy), and CMMI Level 3 certification for process maturity.
- The company also maintains PCI DSS compliance through end-to-end encryption, tokenization, and access controls within banking contact center environments, and its platform architecture is designed to support HIPAA and GDPR requirements for regulated customer workflows.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
37 offeringsAgent Accelerator
Agent Accelerator is a unified agent desktop solution that connects CRM platforms, EHR/EMR systems, core banking platforms, ticketing applications, and other operational tools into a single governed workspace for contact center agents. Agents can retrieve customer data, execute workflows, update records, and complete transactions across multiple backend systems in real time during live interactions without switching screens. It supports no-code configuration, prebuilt industry templates, and compliance-ready architecture for HIPAA, PCI-DSS, and GDPR environments.
Agent Accelerator for Automotive
Agent Accelerator for Automotive brings dealer management systems, CRM, inventory, warranty, financing, and service scheduling platforms into a single orchestrated workspace for automotive contact center agents. Agents can manage service appointments, sales and inventory inquiries, warranty and repair coordination, recall handling, and financing workflows with automated backend synchronization across systems including CDK Global and Cox Automotive. The solution supports multi-location dealership groups with standardized workflows and centralized visibility.
Agent Accelerator for Banking and Credit Unions
Agent Accelerator for Banking and Credit Unions unifies core banking platforms, CRM, payments, card management, loan servicing, and fraud systems into a single agent workspace for financial contact centers. Agents can execute regulated financial workflows including account servicing, KYC validation, payment arrangements, dispute logging, and loan modifications with built-in sequencing and approval enforcement. The platform supports PCI-DSS, GLBA, and regional banking regulations with role-based data visibility and full audit traceability.
Agent Accelerator for Cisco
Agent Accelerator for Cisco extends Cisco Contact Center environments including Cisco Finesse, UCCE, UCCX, and PCCE with a unified workspace where agents execute actions across core systems without switching screens. It provides context-driven screen pops triggered by IVR data and interaction intent, 100+ prebuilt connectors for CRM, ticketing, banking, and healthcare systems, and configurable no-code workflow templates for complex multi-system environments. The solution supports legacy, hybrid, and cloud Cisco deployments.
Agent Accelerator for Dialpad
Agent Accelerator for Dialpad connects CRM, EHR, core banking, and operational systems directly into the Dialpad contact center interface, enabling agents to execute actions across backend systems in real time without leaving the call. It automatically identifies callers and loads relevant records before agents respond, with dynamic workspace layouts triggered by Dialpad call routing signals. The solution ships with 100+ prebuilt connectors and a no-code Designer Studio for operations teams to build and modify desktop configurations independently.
Agent Accelerator for Five9
Agent Accelerator for Five9 gives Five9 contact center agents a unified workspace that connects CRM, core banking, healthcare, and other backend systems directly into the Five9 interface for real-time workflow execution during live interactions. It provides automatic caller identification and screen pop based on IVR context, customizable agent desktop layouts by department or industry, and a drag-and-drop visual designer for rapid configuration without coding. Prebuilt integrations cover healthcare platforms, banking and financial systems, and enterprise CRM applications.
Agent Accelerator for Healthcare
Agent Accelerator for Healthcare is a controlled execution environment for regulated patient workflows that unifies EHR, billing, scheduling, and service systems into a single agent workspace. It enables agents to execute structured workflows for patient identification and verification, appointment scheduling, referral updates, billing clarification, and care coordination with full audit traceability. The solution integrates with systems including Epic, Oracle Health/Cerner, Athenahealth, and Meditech, and is designed to support HIPAA compliance requirements.
Agent Accelerator for Insurance
Agent Accelerator for Insurance unifies policy, claims, and CRM data into a single agent interface, enabling insurance contact center agents to access policyholder context and execute service workflows from one workspace.
Agent Accelerator for RingCentral
Agent Accelerator for RingCentral connects CRM, EHR, core banking, and ticketing systems directly into the RingCentral Contact Center interface, automatically surfacing full customer profiles on every inbound call without manual lookup. It supports dynamic screen layouts triggered by RingCentral IVR inputs, real-time read and write across all connected systems, and a no-code drag-and-drop designer for workflow configuration. The solution ships with 100+ prebuilt integrations including Salesforce, Epic, Oracle Health, Fiserv, FIS, Jack Henry, and Zendesk.
Agent Accelerator for Zoom
Agent Accelerator for Zoom brings CRM, core systems, and operational data directly into the Zoom Contact Center agent interface, enabling agents to execute workflows across systems in real time during live interactions. It features dynamic screen pop based on IVR inputs, automatic caller profile surfacing, drag-and-drop desktop customization, and prebuilt industry templates for healthcare and credit unions. The solution supports 100+ integrations accessible via open APIs within the Zoom environment.
CCIP (Contact Center Integration Platform)
CCIP is described as the execution layer for Agentic AI in regulated customer experience environments, sitting between CCaaS platforms, AI systems, and systems of record to control how every action is executed during live customer interactions. It enables AI, IVR/IVA, and chatbots to securely access and act on backend systems such as EHR/EMR, core banking platforms, and CRM systems with built-in validations, approvals, and business rules. The platform enforces role-based access, audit trails, data masking, and controlled execution to meet regulatory and operational requirements.
CCIP for Amazon Connect
CCIP for Amazon Connect powers AI and automation with real-time backend access within Amazon Connect contact center environments, enabling governed execution of workflows across systems of record during live customer interactions.
CCIP for Automotive
CCIP for Automotive connects IVR/IVA with dealer management systems, CRM, and service platforms to enable end-to-end self-service for automotive customer interactions including service appointments, warranty claims, and vehicle delivery coordination.
CCIP for Avaya
CCIP for Avaya enables governed AI and backend workflows during Avaya contact center interactions, connecting AI agents and self-service tools to backend systems with sequenced execution, policy enforcement, and audit traceability.
CCIP for Banking and Credit Unions
CCIP for Banking and Credit Unions connects IVR/IVA directly with core banking systems for real-time self-service, enabling AI agents and automated workflows to execute governed financial transactions, balance inquiries, and account servicing actions with full audit traceability.
CCIP for Cisco
CCIP for Cisco executes secure, policy-driven backend workflows during Cisco contact center interactions, serving as the integration layer that connects Cisco CCaaS environments to systems of record with sequenced execution, validation, and audit traceability.
CCIP for Dialpad
CCIP for Dialpad connects AI and self-service tools to backend systems within Dialpad contact center environments, enabling governed execution of backend workflows during live Dialpad interactions for regulated industries.
CCIP for Five9
CCIP for Five9 powers AI and automation with governed backend integration within Five9 contact center environments, connecting AI agents, IVR, and self-service tools to backend systems of record with controlled execution and audit traceability.
CCIP for Genesys
CCIP for Genesys provides backend system execution during live Genesys engagements, connecting AI agents, IVR, and chatbots to systems of record within Genesys Cloud, Connect, and Engage environments with controlled workflow execution.
CCIP for Healthcare
CCIP for Healthcare connects AI, IVR, and digital channels directly with EHR and backend healthcare platforms, enabling end-to-end self-service workflows for patient interactions including appointments, referrals, billing, and care coordination with governed data access.
CCIP for Insurance
CCIP for Insurance provides AI with real-time context for end-to-end automation within insurance contact centers, connecting AI agents and self-service tools to policy, claims, and CRM systems for governed workflow execution.
CCIP for NICE
CCIP for NICE enables AI and IVR to access enterprise systems securely within NICE contact center environments, providing the execution layer for governed backend workflows during live NICE interactions.
CCIP for RingCentral
CCIP for RingCentral enables AI and IVR to securely access backend systems during live RingCentral interactions, providing the execution and integration layer between RingCentral Contact Center and systems of record such as EHR/EMR and core banking platforms.
CCIP for Zoom
CCIP for Zoom powers AI, IVR, and chatbots with secure backend integration across Zoom Contact Center, enabling AI agents and self-service tools to access and act on backend systems during live Zoom interactions. It serves as the execution layer connecting Zoom CX to systems of record in regulated industries.
CTI Connector for Amazon Connect
The CTI Connector for Amazon Connect places Amazon Connect call controls directly within the CRM interface, enabling agents to manage interactions and access customer data from a single application.
CTI Connector for Avaya
The CTI Connector for Avaya brings Avaya calling and screen pop natively inside CRM systems, enabling agents to manage Avaya telephony interactions without leaving their CRM application.
CTI Connector for Cisco
The CTI Connector for Cisco embeds Cisco telephony controls directly inside CRM and business applications, providing real-time interaction sync, screen pop, and click-to-dial capabilities without agents leaving their primary application.
CTI Connector for Dialpad
The CTI Connector for Dialpad brings Dialpad telephony natively inside CRM environments, embedding call controls, screen pop, and interaction data within the agent's primary business application.
CTI Connector for Genesys
The CTI Connector for Genesys brings Genesys telephony controls and screen pop inside CRM systems, allowing agents to handle Genesys-routed interactions from within their CRM without switching applications.
CTI Connector for NICE
The CTI Connector for NICE integrates NICE voice controls directly inside CRM systems, embedding telephony capabilities and caller context into the agent's primary business application.
Epic CTI Connector
The Epic CTI Connector integrates calling capabilities directly inside the Epic EHR system, providing screen pop, click-to-dial, and automatic call logging for healthcare contact centers. It is available for multiple CCaaS platforms including Webex, Dialpad, RingCentral, and NICE.
Implementation Program
NovelVox's Implementation Program allows partners to develop their own integrations using NovelVox technology and gain access to all pre-built tools and proprietary solutions for delivery to end customers.
Integration Library
The NovelVox Integration Library provides pre-built integrations connecting 100+ third-party business applications with contact center platforms, chatbots, and IVR/IVA systems. Integrations cover systems including Jack Henry, Symitar/Episys, Epic, Oracle Health, HubSpot, Microsoft Dynamics, Freshdesk, CDK, COX Automotive, and eClinicalWorks. The library is designed to streamline workflows, enable end-to-end self-service, and reduce operational costs across regulated industries.
Referral Program
NovelVox's Referral Program allows partners to bring sales opportunities through referrals and receive rewards for every referral that becomes a NovelVox customer. It is a partner engagement model for organizations that want to introduce NovelVox to prospective clients.
Reseller Program
NovelVox's Reseller Program allows partners to become certified to include NovelVox products in their own service offerings and earn a commission on each deal when they resell NovelVox solutions to end customers.
Smart CTI Connectors
Smart CTI Connectors embed telephony controls from CCaaS platforms directly inside CRM and business applications, enabling screen pop, click-to-dial, and automatic call logging without agents leaving their primary business application. The connectors are available for platforms including Cisco, Avaya, NICE, Genesys, Amazon Connect, Dialpad, and RingCentral, and for applications such as Epic EHR. They provide real-time interaction sync between the telephony platform and the connected business system.
Smart CTI Connectors for Insurance
Smart CTI Connectors for Insurance embed call controls and policyholder context directly into insurance business systems, providing screen pop, click-to-dial, and telephony integration within CRM and policy management applications.
Considering NovelVox?
Our team will work with you to determine if NovelVox is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.