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novomind iAGENT: multichannel communications software


novomind iAGENT covers all interaction with customers via all available channels such as email, chat, telephone and social media. Turn your contact centre agents into multichannel experts!

Classic call centres, which previously only handled telephone enquiries, are increasingly developing into so-called multichannel contact centres.

Multichannel communication will shape the future!

novomind iAGENT: Multichannel communication software

Only those who understand the question correctly can give a good answer

Our software automatically analyses every customer enquiry with the aid of computer linguistic and semantic processes using rule-based and statistical recognition technologies. The combination of the individual modules makes novomind software unique and guarantees very high recognition rates.

Our software is based on a natural language dialogue engine and understands the meaning of the customer enquiry. If offers a partially automated customer service for processing written enquiries regardless of the communication channel. This key technology is available in all of novomind’s e-communication solutions.

The novomind iAGENT solution package encompasses the following communications modules:

  • novomind iMAIL: structured mail management for email, social media and written correspondence including letter module
  • novomind iCLAIM: complaints management software for customer services including monitoring and reporting
  • novomind iCHAT: text-based web chat dialogue with a real conversational partner in the service centre, including co-browsing
  • novomind iCALL: call answering and efficient capture of telephone calls in the contact centre with access to customer-relevant data – with the option of multimedia blending

Intelligent channel bonding optimises user-friendliness and infrastructure

The experience of the past 10 years has shown that, aside from pure recognition technology, the support of business processes in contact and service centres is becoming more and more important. With this in mind, we have developed novomind iAGENT to bundle all IT applications for customer management into a unified agent interface. It stands out due to its high degree of user-friendliness and a rapid ticket-processing rate. A clearly organised user environment also supports the training of new employees and minimises training requirements – an important factor for success in an industry with high fluctuation rates. 

Successful usability test

novomind has its novomind iAGENT solution tested regularly in order to fulfil this requirement. The Department of Computer Science at the Hamburg University of Applied Sciences (HAW)has certified novomind iAGENT 7.1.210 on the basis of a successful usability test in accordance with DIN EN ISO 9241 – in expert and laboratory tests.

Our software can be customised to the volume of enquiries received by our customers. It is suitable for single sites as well as multiple sites and multi-customer installations.

The efficiency of our software is being proved on a day-to-day basis in many contact and service centres throughout Europe.



We will get back to you as soon as possible.

novomind AG
Bramfelder Chaussee 45
22177 Hamburg

Tel.: +49.40.80 80 71 - 0
Fax: +49.40.80 80 71 - 100



Thank you for your interest in novomind E-Business solutions.


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