Journey
Orchestration
Orchestrate seamless, interactive customer journeys
across existing systems, touchpoints and data.
Differentiate your brand and build
unwavering customer loyalty
Deliver deeply personalised, one-of-a-kind customer experiences through our cloud-based Customer Engagement Hub (CEB), Humanify® Journey Orchestration.
Capture intelligent, contextual interactions across all customer-facing channels with real-time and historic customer data, predictive models, decision trees, matrix rules, and machine learning. And then, use the findings to perfect customer experience from every angle.
Create interactive, customer-led experiences for
truly engaging, personalised customer service.
Gain a deeper understanding of your customer journey
Increase customer loyalty and drive greater retention
Enhance customer experience
through next best action
Identify areas for business
improvements by analyzing
customer behavior
Craft hyper-personalised
customer experiences
Real-time insights and data determine the customer journey across all digital points, while AI and machine learning ensures the platform is constantly optimizing journey performance.
Pre-built adapters make it easy to integrate Humanify Journey Orchestration into existing systems, bypassing traditional roadblocks like legacy software investments and disjointed customer data.
Achieve true journey
orchestration success
Our platform provides a true journey orchestration environment that understands complex states and can process events, non-events, words and phrases, in real-time. These can be processes across any source, or combination of data sources including streaming, static, structured or unstructured. Additional real-time context including location, proximity and even weather can be gathered and incorporated into each customer’s individual journey. As a result, our platform is much more than just a next-best-action, event-triggered system or real-time recommendation engine, it is a full personalization engine creating exceptional, memorable customer journeys.
Humanify Journey Orchestration, a CX journey hub
Listens everywhere
Includes 1st and 3rd party data
Gain a 360-degree view of your customers – who they are, where they’ve been, what they’ve done, and what they’ve said
Make smarter customer decisions
Based on a series of pre-defined rules, logic, and decisioning computations for anonymous and known profiles
Be proactive at the right time
By influencing IVR call center agent best next action
With timely and highly personalised communications.
Next best action suggestions across all channels, systems, and touch points.
Humanify Journey Orchestration Platform features
Real-time data connectors
Connect instantly to any streaming, static, structured, or unstructured data source
Listen to Bluetooth LE Beacons, websites,mobile apps, social media, email, SMS streams, IVR, web services, XML, spreadsheets, flat files, and more
Rapid analytics
Upload SAS, R, SPSS and other analytic models directly
Run models in real-time, scoring individuals with up to the second data
Improved Workflow and collaboration
Assign and track tasks across the team with extensive on-board facilities
"Package up" project plans with automated project documentation
Immediate context
State/complex state; events/non-events; keywords/phrases
Location, proximity, weather, and traffic
Flexible business logic
Decision trees, N-dimensional tables, columnar tables, and graphical mapping
Visual and natural language rule building
Agile virtual graph engine
Automatically execute graphical processes, without converting to code, for greater performance and scalability
Customer profiling
Assemble an up-to-the-second “virtual customer database of one,” as live interactions occur, by accessing disparate data sources throughout the enterprise
Enrich real-time customer profiles via 3rd party sources like Fliptop, Rapleaf, Bit-text, Klout, Full Contact
Tailored personalization
Dynamically serve up email content — as it’s opened — changing content based upon time of day, location, customer behavior and more
Track web clicks, hovers, scrolls, and search strings
Recognise known and anonymous website visitors, across properties and combine with cross channel behavioral data, to craft individual journeys
Journey process testing
Test processes using historical volume interaction data and Monte Carlo simulation
A/B test nodes, multivariate, champion/challenger tests effectiveness across processes
Provide a seamless and error free transition from journey design to live production with automated draft, test, and production sandboxes
