CoreConnect

Hand pointing towards floating digital hexagon icons representing communication, including phone, email, chat, and 24/7 support.

What CoreConnect Changes

Agents search across systems
  • 15–45 seconds of dead air per call
  • Identity verified manually, call by call
  • Agents alt-tab between the phone system and the core
Full record on screen instantly
  • The account or patient record pops the instant the call connects
  • Identity pre-confirmed before disclosure
  • The agent leads the call from second one

Caller ID tells you the number.

01 — RECOGNIZE
Call connects

CoreConnect listens for the call-answered event inside NiCE CXAgent or Zoom Workplace and matches the caller in real time.

02 — RETRIEVE
Core is queried

A secure, server-side lookup pulls the record live from the core or record system — nothing cached, nothing stale.

03 — RENDER
Screen pops, agent leads

The record — and the flag that matters — appears inside the agent's existing workspace, in under a second.

Verification-first

Identity is confirmed before anything is disclosed, with a complete audit trail of every data access.

Skinned to your brand

The workspace matches your institution's colors, logo, and terminology — banking, credit union, or healthcare.

Native, not bolted on

Runs inside NiCE CXAgent and Zoom Workplace itself. Agents never open a second window.

Built for Regulated Industries

What the agent sees on connect
Banking & Credit Union
  • Member identity, account summary, and balances
  • Recent transaction history
  • Holds, alerts, and servicing flags
  • Quick actions: transfer funds, make a payment, reset PIN, order a card
What the agent sees on connect
Healthcare
  • Patient banner: MRN, date of birth, PCP, insurance payer
  • Upcoming appointments and encounter history
  • Active medications, allergies, lab results, and vitals
  • Quick actions: schedule an appointment, refill a prescription, verify insurance

Built to work with what you already run.

Full support
NiCE CXAgent
Supported
Zoom Workplace

Verification-first, by design.

Verification-first architecture — identity is confirmed before any data is disclosed.
Progressive information disclosure — agents see only what the interaction requires.
Complete audit trail — every data access is logged.
No cloud component in the data path — CoreConnect runs on your own infrastructure.
Server-side credentials only — API credentials live in server-side edge functions, never exposed to the browser.
Compliance-aligned — built with SOC 2 and HIPAA-aligned controls.

Expected Operational Impact

Figures are estimated product benchmarks, not guarantees — sized against your own call volume and handle-time data during discovery.

30–40%

Reduction in average handle time

20–30%

Increase in first-call resolution

25%

Reduction in agent training time

FAQs

Can we see a live demo before committing?

Yes. Separate demo environments are available for banking, credit union, and healthcare. For a live, guided demo, get in touch.

What does it cost?

Pricing depends on your scope and call volume. Get in touch and we'll size an exact figure for your environment.

Where does the data live — is anything stored in the cloud?

CoreConnect runs on your own infrastructure. There's no cloud component in the data path, and API credentials never reach the browser.

How is caller identity verified before information is shown?

Through IVR-powered authentication, identity can be confirmed before the agent even picks up. The architecture is verification-first, discloses information progressively, and logs a complete audit trail of every data access.

How is this different from the screen pop or CTI integration we already have?

Most screen pops show a phone number or a blank record. CoreConnect pops the full account or patient record — and the specific flag that matters — live from your core, natively inside your contact center rather than a separate bolt-on window.

Can CoreConnect be configured to our specific systems and workflows?

Yes. CoreConnect can be configured to your core system, terminology, and workflows on request — get in touch to scope your environment.

See the ROI on your own call volume.
One focused conversation. We'll size the impact against your own call volume and handle-time data.
Get in Touch