NovelVox, a premier developer of enterprise-grade integration middleware and execution layers for highly regulated customer experience (CX), announced a significant expansion of its strategic technology partnership with Dialpad, the leading AI-powered customer intelligence platform.
The expanded collaboration natively bridges Dialpad’s core communication engines with deeply verticalized systems of record. This enables organizations across healthcare, banking, and credit unions to execute complex customer, patient, and member interactions inside securely governed, compliant workflows.
Solving the Execution Gap in Regulated Contact Centers
Though generative artificial intelligence has reduced the cost of summarizing and responding in real time, using autonomous agents in regulated industries poses major compliance risks because such industries have to use an AI system in an integrated manner while ensuring that sensitive data is accessed, updated, and modified without breaking compliance standards such as HIPAA, GLBA, or PCI-DSS.
In this regard, the integration layer provided by NovelVox resolves the problem by integrating context in real time within the interfaces used by Dialpad Support and Dialpad Connect. Instead of making either humans or autonomous digital agents use several applications, the integration layer offered by NovelVox ensures that communication events are synchronized with the back-end industrial environment.
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Deep Vertical Integrations: Healthcare and Finance
The expanded partnership deepens pre-built API connectivity across two primary high-growth market segments:
1. Healthcare and Clinical Workflows
To simplify patient access and streamline front-office operations, NovelVox links Dialpad’s communication modules with major Electronic Health Record (EHR) and clinical data systems, including:
Oracle Health (Cerner) and MEDITECH
NextGen and eClinicalWorks
Innovaccer care management platforms
2. Banking and Core Financial Platforms
To minimize call handling times and deliver personalized financial service, NovelVox bridges customer interaction history directly with leading core banking and credit union processing mainframes, including:
Jack Henry and Fiserv
FIS and Symitar
Corelation Keystone and Visifi
Demonstrating immediate market validation, the joint initiative recently secured a major enterprise deployment with a prominent U.S.-based credit union. Under the terms of the deployment, the institution is leveraging the combined NovelVox and Dialpad architecture to launch advanced, agentic AI-driven data integrations, verifying that financial institutions are actively demanding compliance-first automation to optimize workforce productivity.
“Dialpad is redefining how enterprises apply AI across customer experience, and NovelVox is excited to expand our partnership beyond traditional customer communications into Agentic AI-led workflows,” said Amit Gandhi, CEO of NovelVox. “As organizations adopt Agentic AI, the challenge is no longer generating responses; it is enabling execution. Healthcare providers, banks, and credit unions require customer interactions to operate within systems of record, business workflows, and governance controls. Our recent credit union wins with Dialpad validate the growing demand for an execution layer for regulated CX that enables AI and agents to work within the systems, workflows, and governance frameworks that run the business.”
“Dialpad’s agentic platform is built so its AI doesn’t just respond to customers, it helps resolve their issues,” said Jared Dennison, AVP, AI Ecosystem & Marketplace at Dialpad. “NovelVox brings the vertical integration depth needed to make those connections meaningful across healthcare, financial services, and other specialized industries. Together, Dialpad and NovelVox are helping organizations move beyond disconnected workflows and deliver more intelligent, contextual, and efficient experiences across the contact center and Agentic AI.”