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Humanify Connect

Omnichannel contact center software to give your associates the tools they need to provide the customer support your customers demand.

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All-in-one, cloud-based omnichannel platform

Today's innovative businesses are disrupting the market and challenging traditional business and service models. They are progressive, rapidly growing and need a technology partner that can deliver a digital customer experience as innovative as their brand.

Humanify Connect is an enterprise-class, highly scalable, all-in-one cloud solution natively designed for digital interactions. Its advanced features make it easy to use, simplify deployment, and give quickly moving ventures the agility to grow their service experience as quickly as their business.

 

Humanify Connect:

All-in-one associate desktop

Manage all interaction types, including voice, chat, email, video, social, and SMS, from a single associate software interface.

Dynamic Omnichannel Routing

Real-time agent and skill-based intelligent routing across channels.

Self-service

IVR and AI/Automation reduce cost and improve efficiency by directing routine customer interactions to more cost-effective, but still personalized, self-service applications.

Supercharge your contact center

Leverage customer journey orchestration and our Customer Insights Platform to enable deeper data insights for greater business impact.

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A single view of the customer, from a single associate desktop

Our interface includes controls on a single, intuitive desktop to manage all interaction types, including voice, chat, email, video, social, and SMS. Our contact center platform also includes customer journey orchestration, cross-channel interaction history, real-time personal metrics, and proactive and internal chat.

Key features of our omnichannel contact center software platform

omnichannel features of our contact center platform

Channels

Self-service

IVR

Voice (inbound/outbound)

Email

Chat (reactive/proactive)

Chat (internal)

SMS/MMS

Cobrowse

Social messengers

Video call

outbound features of our contact center software solution

Outbound

Manual outbound

Progressive dialing

Predictive dialing

Preview dialing

Campaign operator dashboard

Real-time management

Call progress analysis

intelligent and skills based routing

Routing

Skills based

Capacity based

Proficiency

Customer priority

Channel priority

Transfer within channels

Transfer across channels

Virtual queue callback

Journey orchestration

quality management of interactions across all channels

Quality Management

Audio recording

Screen recording

Custom score cards

Post contact surveys

Monitoring and barge-in

Real-time statistics

Real-time dashboards

Customizable alerts

seamless case management

Case Management

Interactions bound together as a case

Calendar scheduling

Contextual knowledge management

integrations with our omnichannel platform

Integrations

WFM

Salesforce.com

Zendesk

RightNow

MS Dynamics

AI, including: Chatbots, speech to text, natural language processing, conversation, sentiment

reporting features of Humanify Connnect

Reporting

Real-time dashboards

Customizable alerts

Historical reports

Charts and graphs

Customizable report creation

Surveys after each contact

All-in-one home page (agent, supervisor)

Advanced scorecards and grading

 

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