--- title: novomind iAGENT description: novomind iAGENT is the leading omnichannel contact center software specialised in companies with a high customer contact volume ➜ Contact us! url: https://www.novomind.com/en/customer-service/iagent/ markdown_url: https://www.novomind.com/en/customer-service/iagent.md type: page slug: novomind-iagent author: aruf published: 2022-04-07T07:12:21Z modified: 2026-05-15T12:26:53Z language: en-US word_count: 2140 tokens: 4610 --- # novomind iAGENT Contact center software for outstanding customer service Online retailers, banks, insurance companies, energy suppliers, service providers and public institutions all face the same challenge: today’s end customers demand a good product as well as personal customer service. What counts here is speed and consistent responses across all channels. The essential prerequisite for this is contact center software that exceeds expectations. Book a demo novomind iAGENT at a glance Omnichannel automation across all channels AI agents (voice, email and chatbots) for handling complex processes Seamless human handover with full conversation continuity Optimised agent support with Agent Assist Open interfaces for easy integration with third-party systems Scalable and multi-client capable GDPR-compliant cloud solution Operations and hosting in Germany Certified provider in accordance with ISO/IEC 27001 and TISAX Schedule a demo 24/7, 365 days a year Our contact center software: Omnichannel communication that inspires Nowadays, a central platform is needed to provide an exceptional customer experience. And what if a customer has a query? No problem! With our software, companies are able to answer questions quickly, easily and efficiently at every touchpoint. We know that every industry and every company has its own specific needs, and therefore, we offer our customers customised solutions. Our features & benefits Ignite the turbo now: automate your customer service with our voicebot More about iAGENT Voicebot The solution novomind iAGENT offers 360° customer service novomind iAGENT is an AI-based omnichannel contact center system for medium-sized to very large companies and organisations with high volumes of inbound queries. The software pools all channels of incoming communication onto a central interface – novomind iAGENT Desk – for contact center agents, making for an intuitive way of working. novomind iAGENT has a modular structure and enables the flexible use of specialised functions – from the bundled handling of emails, chats and calls to comprehensive reporting. Learn more about the individual modules Our contact center software features & benefits Always the right contact Enquiries are routed to the right expert team based on various criteria such as topic, location or skill set. Routing decisions can also be driven by data from connected third-party systems (CRM, ERP, etc.). Automated replies The new standard: all enquiries are pre-classified by an AI agent across all channels or answered automatically right away. This frees up your agents to focus on more complex issues. Everything at a glance With iAGENT Desk, contact center agents can process all customer enquiries from all channels on an easy-to-use central interface. Show more Ensure quality with every response System-supported dual control makes it easier to train new customer service staff members. This saves time and money – and is much less stressful. Unlock new revenue potential AI agents and human agents work hand in hand in our solution, delivering excellent customer service while also providing guidance and increasing revenue through targeted upselling. Available 24/7 Based on the knowledge base, our AI agents answer customer enquiries across all channels — around the clock. AI-based real-time service An excellent user experience for agents Our contact center software enhances the agent experience with lasting impact through AI-based analysis and classification of customer enquiries. Dynamic omnichannel routing and AI-powered Agent Assist enable real-time service. More about our AI-based assistant "We liked novomind's flexible, pragmatic approach. We were quickly convinced that this software solution was a good fit for us and that it would help us to further exploit our potential." Silvan Schenk Head of the Customer Service Centre, Project Manager, Wilhelm FRICKE SE "In novomind iAGENT we’ve found the ideal software basis for our innovative video identification procedure ‘POSTIDENT by video chat’, which is greatly appreciated by our customers. The CCV IT Innovation Award we won together with novomind speaks for itself." Steven Engelhard Deutsche Post AG "The introduction of novomind iAGENT has enabled us to make a huge leap in terms of efficiency in our customer service processes, which has led to a better level of service. Business economists and customers alike can be pleased about this." Dr. Mirko Kühne HanseMerkur Insurance Group BSFZ seal Outstanding innovative power Companies can use the BSFZ seal to demonstrate their innovative competence to the outside world. The BSFZ seal certifies the research and development activities of companies that have received at least one positive decision from the BSFZ research funding certification centre. novomind received the seal as part of the product development of novomind iAGENT. Our contact center solutions in use DEW21 Vertbaudet A&O FRICKE OCC Further case studies DEW21 Get everything you need out of one contact center solution The Dortmund-based energy and water supply company DEW21 uses novomind iAGENT to pool all their channels of communication and even optimise their personal customer service on site. “novomind iAGENT is intuitive to use and has proven to be extremely adaptable. This has allowed us to make the software into a personalised all-in-one solution.” Robert Tigges, Central Complaints Coordinator, DEW21 Request case study now Vertbaudet Automatic Categorization Boosts Customer Service At vertbaudet, the retailer of baby and children’s products, novomind iAGENT ensures that the 20,000 email enquiries they receive from customers each month are answered significantly faster while maintaining the same level of quality. This is made possible by the intelligent, automatic categorization provided by novomind iAGENT. “Thanks to the statistical functions of novomind iAGENT, we are finally able to conduct evaluations and react more quickly to any development.” Kim Weintz, Customer Process and Services / Performance & Quality Manager, vertbaudet Deutschland GmbH Request case study now A&O 24/7 support and more than 150,000 email enquiries per month A&O HOTELS and HOSTELS is currently the largest independent hostel provider in Europe. With novomind iAGENT, continuous 24/7 support is guaranteed for handling more than 150,000 e-mail enquiries per month.   “It’s a win-win situation for everyone. Our service level increases in parallel with the number of guests and their loyalty to A&O.” Oliver Winter, General Manager, A&O Request case study now FRICKE Find the right spare part for your agricultural machinery via WhatsApp The FRICKE Group’s customer service centre optimises availability, thanks to novomind iAGENT Mail and the WhatsApp Business API: 100,000 emails sent in different languages are answered every month, and customers can get in touch via WhatsApp. “Our customers immediately embraced WhatsApp with open arms as a channel which makes communicating with us easy.” Silvan Schenk, Head of the Customer Service Centre, Wilhelm FRICKE SE Request case study now OCC The classic: automated ticket processing Manually categorising, distributing and answering 20,000 tickets a month – without priority and according to the ‘first-in-first-out’ principle. This is what customer service used to look like at OCC Assekuradeur GmbH. Today, specialist insurer for collector‘s vehicles has not only automated ticket processing, but also has all the relevant details at its fingertips. “We quickly noticed that novomind iAGENT had what it takes to significantly improve the efficiency and transparency of our customer service work.” Sergej Nazarjan, Head of Quality Operations & VIP, OCC Request case study now Further case studies Case Studies & Whitepaper Knowledge from theory and practice Here we provide exciting expert knowledge and collect real success stories from our customers. In the case studies, we show practical examples of how companies use our products. Our whitepapers provide the necessary background knowledge on various topics from the world of customer service and digital commerce. Read cases & papers now novomind iAGENT modules for omnichannel customer service novomind iAGENT Agent Assist AI-based assistant to support your agents novomind iAGENT Analytics Optimal processes at the contact service center novomind iAGENT AI Agents Faster solutions across all channels Show more novomind iAGENT Call The intelligent solution for the voice service channel novomind iAGENT Chat & Chatbot The fastest way to help customers novomind iAGENT Claim Seize opportunities and turn critics into fans novomind iAGENT Mail For transparency and consistent quality novomind iAGENT Messaging A very personal approach to customer communication novomind iAGENT MS Teams Direct access to valuable team knowledge novomind iAGENT Videochat Show your face – create trust novomind iAGENT Voicebot AI-based voicebot for better accessibility How can we take your customer service to the next level? Contact us Want all the information at a glance? You can find it in the novomind iAGENT product flyer. Open document AI that brings you closer With the novomind AI Platform, you create customer experiences that truly inspire – personal, efficient and flexible. Find out more The main driver of lasting success The modular digital commerce PIM system for enterprises stocking millions of items. Find out more The innovative, modular real-time shop system For growth-oriented B2C and B2B companies in omnichannel commerce. Find out more Maximum reach, guaranteed The marketplace middleware for highly-automated connection to all relevant marketplace platforms. Find out more Reaching customers where they like to be Simple integration of messenger services like WhatsApp into your customer service and digital commerce. Find out more FAQ Is novomind iAGENT GDPR-compliant? Yes, novomind iAGENT is fully GDPR-compliant. No data is transferred to third countries, and customer data never leaves the European Union, ensuring maximum protection of personal data. Is novomind iAGENT hosted on-premises or in the cloud? novomind iAGENT runs as a cloud solution, hosted in certified data centres in Germany. If required, hybrid operation or an on-premises operation is also possible. Which channels does novomind iAGENT support? The contact center solution supports call, email, chat, messenger (such as WhatsApp), SMS, letter and fax. How does novomind iAGENT differ from traditional call center solutions? novomind iAGENT is a modern omnichannel contact center solution that goes far beyond traditional call centre functionality. Instead of isolated phone-based communication, it brings together all channels — from email and chat to messenger services — on one central platform. AI-driven automation, a GenAI-based Agent Assist and seamless system integration enable efficient, scalable customer service at enterprise level. Is fully automated email handling via a mailbot possible? Yes, even text-based multi-intent enquiries with multiple requests can be handled fully automatically. Learn more When handing over from an AI-based agent to a human agent, is the conversation history transferred? Yes, the handover is seamless, including the full interaction history and all information collected by the AI agent with complete context. Are agents supported by Agent Assist? Yes, a GenAI-based assistant summarises enquiries, analyses sentiment and provides tailored response suggestions. Learn more Is there a demo of novomind iAGENT? Yes, novomind offers a personalised product demonstration of iAGENT on request. Companies can contact the novomind team directly to arrange an individual demo and experience the contact centre software in action. Book an introductory meeting Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Join us jobs@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Join us jobs@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com We look forward to receiving your email Chat with us Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com novomind News Become part of the novomind community and receive regular updates on all the important news from the world of novomind: blog posts, press releases, events, products, and more.