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.
24/7, 365 days a year
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.
Ignite the turbo now: automate your customer service with our voicebot
The solution
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.
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.).
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.
With iAGENT Desk, contact center agents can process all customer enquiries from all channels on an easy-to-use central interface.
System-supported dual control makes it easier to train new customer service staff members. This saves time and money – and is much less stressful.
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.
Based on the knowledge base, our AI agents answer customer enquiries across all channels — around the clock.
AI-based real-time service
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.
"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
"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."
"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
BSFZ seal
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.
Get everything you need out of one contact center solution
Automatic Categorization Boosts Customer Service
24/7 support and more than 150,000 email enquiries per month
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.
The classic: automated ticket processing
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.
AI that brings you closer
With the novomind AI Platform, you create customer experiences that truly inspire – personal, efficient and flexible.
The main driver of lasting success
The innovative, modular real-time shop system
Maximum reach, guaranteed
Reaching customers where they like to be
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.
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.
Yes, even text-based multi-intent enquiries with multiple requests can be handled fully automatically.
Yes, the handover is seamless, including the full interaction history and all information collected by the AI agent with complete context.
Yes, a GenAI-based assistant summarises enquiries, analyses sentiment and provides tailored response suggestions.
Let’s get in touch
Let’s get in touch
Let’s get in touch
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.
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.
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