novomind — German omnichannel contact centre software with a Cape Town contact
novomind AG is a Hamburg software company whose contact centre product, novomind iAGENT, puts email, chat, WhatsApp and other messengers, social media, video chat and voice calls on one agent desktop. Its South Africa page names Cape Town as its local base and offers the software per concurrent agent seat each month, either in the cloud or installed in your own infrastructure. Calls come in through the VoIP or SIP carrier you connect, and no prices are published, so every deal starts with a demo and a quote.
Key facts
| Who they are | novomind AG, Bramfelder Chaussee 45, Hamburg, registered at the Hamburg Local Court under HRB 93508. The company is owner-managed and says it has more than 25 years in customer service and digital commerce software, over 500 employees, over 250 customers and eight locations. A Middle East and Africa sales company, novomind MEA, works from Dubai and Cairo |
| In South Africa | The South Africa page lists Cape Town as its local base, with a contact on +27 78 602 3879 and a named sales mailbox (checked 4 November 2026). No South African street address, company registration or local customer reference is published |
| What it does | novomind iAGENT: one agent desktop for email, live chat, chatbots, WhatsApp, Facebook Messenger, Telegram and Line, social media, Microsoft Teams, browser video chat with screen sharing, and voice. Enquiries are routed by topic, location or skill, with an IVR and call-flow designer, a supervisor panel with real-time monitoring and service-level dashboards, and AI summaries of calls and transcripts |
| AI | AI agents for voice, email and chat classify enquiries or answer them outright, then hand over to a person with the conversation history intact. Agent Assist suggests answers to human agents from the knowledge base, and a voicebot is offered for automated calls |
| Voice calls | novomind describes the voice side as integrated with VoIP, SIP trunking and ACD tools, and Cisco certified. It does not sell South African numbers or publish call rates, so a local carrier supplies the +27 numbers and minutes |
| Pricing model | Concurrent pricing, paid per agent seat per month. The cloud option includes 24/7 support and unlimited tickets and supervisor seats; the on-premises or hybrid option runs in your own infrastructure with free product updates. No prices are published |
| Hosting and security | Corporate pages describe operations and hosting in a Frankfurt data centre with customer data kept inside the EU; the South Africa page lists cloud hosting on AWS, Azure, Equinix or OHS. novomind holds ISO/IEC 27001, ISO 22301 and ISO 14001 certificates and a TISAX assessment |
| Who it is built for | novomind pitches iAGENT at medium-sized to very large organisations with high inbound volumes. Customer quotes on its South Africa page come from Deutsche Post, HanseMerkur, DEW21, SIXT and OTTO Group |
| ICASA licence | None is published on novomind.com. Because calls run over the carrier you connect, the ICASA licence that matters is that carrier’s |
| Listed In | Call Centre Providers |
novomind is strongest where most contacts arrive in writing, not on the phone
iAGENT grew out of email and messaging management, and it shows: WhatsApp, chatbots, email triage and AI that answers or pre-sorts written enquiries are the core of the product, with voice connected through your own SIP carrier. That suits a South African insurer, retailer or utility handling thousands of emails and WhatsApp chats a day alongside its call centre. A 20-seat team that mostly takes phone calls will pay for channels it barely uses and still needs a separate carrier contract. Because there is no price list, ask for the per-seat rate in writing, the number of concurrent seats it assumes, the integrator’s set-up fee, and where your customer data will be hosted, since the corporate pages describe EU hosting and POPIA has rules on sending personal information abroad.
Who novomind is a fit for
- Large service centres where email, WhatsApp and web chat outnumber phone calls and need one routing engine and one customer history.
- Organisations that must run the software in their own data centre or a private cloud, which the on-premises and hybrid option allows.
- Teams working in shifts, where paying per concurrent seat costs less than licensing every named agent.
How novomind sits in the Call centre category
- 45 verified call and contact centre providers on WhichVoIP; 18 carry a Google rating.
- No published Google rating for novomind (18 of 45 in the category have one; median 38 reviews).
Computed from the WhichVoIP provider register; refreshes as ratings and reviews change.
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Compare call and contact centre providers →Commonly asked questions
What is novomind iAGENT?
It is novomind’s omnichannel contact centre software. Emails, chats, messenger conversations, social media posts, video chats and phone calls land in one queue on one agent desktop, with routing, an IVR designer, supervisor dashboards, a shared knowledge base and AI agents that answer or sort routine enquiries.
Is novomind available in South Africa?
Yes. novomind has a South Africa page that names Cape Town as its local base, with a local contact number and sales mailbox (checked 4 November 2026). The company itself is German, and its Middle East and Africa sales arm works from Dubai and Cairo.
How much does novomind cost?
novomind does not publish prices. Its South Africa page says it charges per concurrent agent seat per month, for both the cloud and the on-premises versions, with unlimited tickets and supervisor seats. Ask for the seat price, the minimum term and any set-up or integration fees in writing. Compare published prices or get up to 3 quotes.
Where is my customer data stored?
It depends on the deployment. novomind’s corporate pages describe hosting in its own Frankfurt data centre with data kept inside the EU, its South Africa page lists AWS, Azure, Equinix or OHS for the cloud version, and the on-premises option keeps data in your own infrastructure. Ask which applies to your contract if POPIA cross-border rules matter to you.
Do I need a separate phone provider with novomind?
Yes, in practice. iAGENT connects to VoIP, SIP trunks and Cisco telephony rather than supplying South African numbers itself, so you keep or choose a local carrier for +27 numbers and call minutes and connect it to the platform.
Does novomind keep working during load-shedding?
The cloud version runs in remote data centres, so queues, chatbots and email handling continue when your office loses power, and agents can work from home. If you choose the on-premises version, your own servers, carrier link and agents’ equipment all need backup power.
How does novomind compare with call centre providers in South Africa?
novomind is built for large, digital-heavy service desks and can run in your own data centre; South African providers usually suit voice-led teams better, with Rand pricing, bundled local minutes and one supplier for numbers, platform and support. The call centre comparison scores local providers side by side.
This listing is maintained by WhichVoIP, an independent South African telecoms comparison service running since 2019. Details are verified against the provider’s public website and were last checked on 4 November 2026.