Case Study: SouthState Bank achieves 20% lower AHT with NovelVox's unified contact center solution

SouthState Bank reduces AHT by 20% with NovelVox

SouthState Bank faced rising customer expectations and higher call volumes, which were exacerbated by disjointed systems that slowed down agents. Manual authentication processes and disconnected platforms frustrated customers and drove up operational costs. To address these challenges, the bank partnered with NovelVox.

NovelVox delivered an integrated platform featuring a unified agent desktop with real-time profiles, a Fiserv integration for instant account access, and Pindrop authentication for secure, biometric verification. This solution enabled SouthState Bank to achieve a 20% reduction in average handle time, lower operational costs, and advanced security with fraud prevention. The implementation by NovelVox elevated customer satisfaction and set the stage for future growth.

SouthState Bank