Case Study: a leading U.S. bank enables secure transaction-ready self-service with NovelVox CCIP

leading u.s. bank enables transaction-ready self-service with NovelVox, reducing routine agent dependency

A leading U.S. bank faced the challenge of securely connecting its customer-facing self-service channels with its core banking systems without creating complex and costly integrations. To solve this, the bank partnered with vendor NovelVox to implement its CCIP solution as an execution layer between Cisco Webex Contact Center and its SilverLake core system.

By using NovelVox's CCIP, the bank enabled a secure, governed, and transaction-ready self-service experience. This allowed customers to perform authentication, account servicing, loan inquiries, transfers, and payments independently. The solution provided real-time access to information, reduced the dependency on live agents for routine inquiries, and established a scalable foundation for future automation, transforming the bank's traditional IVR into a powerful self-service engine.