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Humanify™ Technology Platforms
 

Humanify Connect

 
Give your associates the tools they need to seemlessly provide the convenience and personalization your customers expect.
 

Humanify Connect delivers seamless omnichannel interactions with advanced service features that give your customers the convenience and personalization they expect, and your agents the tools they need for success.

Humanify Connect is a highly scalable, all-in-one cloud solution natively designed for omnichannel interactions by supporting a single view of the customer. It is easy to use, has simplified deployment and gives you the agility to migrate to new channels on your timetable and according to your business needs. We are ready when you are ready!

Taking it to the next level

You can also take your service to the next level bringing extra value with integrated technologies that enable your business to truly stand-out and lead the market in customer engagement, like customer journey orchestration, Bots/Automation and TTEC’s Humanify Insights Platform enabling deeper data insights for greater business impact.

We empower you to meet the needs of today’s high-expectation customers and prepare for the customer of tomorrow.

 

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Responsive associate desktop

Controls on a single desktop to manage all interaction types

  • Voice, chat, email, video, social and SMS
  • Cross-channel interaction history
  • Proactive chat
  • Intelligent virtual assistance
  • Customer journey orchestration
  • Internal chat
  • Real-time personal metrics

Included softphone/videophone component plug-in

We empower you to meet the needs of today's high-expectaction customers and prepare for the customer of tomorrow.

Features and Benefits

Powerful supervisor tools

  • Real-time actionable dashboard for supervised teams and services
  • Handy customizable alerts draw the supervisor’s attention to anomalies
  • All interactions can be graded in real-time
  • Monitor, agent-assist, and barge-in tools for all interactions
  • Internal chat to converse with teammates

Blended omnichannel routing

  • Blended interaction distribution accounting for multiple skills, contact history, escalations and priority across channels
  • Fine control over the interaction blend on an agent desktop
  • Keyword and sentiment routing opportunity

Omnichannel IVR

  • User-friendly “block scenario” control
  • Easy to use drag-and-drop web-based user interface
  • Voice enabled and textual based channels

Workforce Management

  • Third -party WFM integrations

Outbound

  • Predictive, preview and automatic dialing modes
  • Campaign operator dashboard allows monitoring and control over campaign execution in real-time
  • Call progress analysis and answering machine detection

Reporting

  • Out-of-the box historical reports
  • Ad-hoc or scheduled reports and delivered via email or FTP
  • Survey data included
  • Customizable

Built-in Quality Management

  • Records all interactions with ability to search, review and grade
  • Advanced scorecards for each interaction type
  • Coach/barge-in models are augmented with grading on the fly

Knowledge Management

  • Built-in knowledge base tool
  • Contextual knowledge management
  • Quick access from all interaction types via expand/collapse pane
  • Quickly insert all or part of the knowledge base topic into conversations

Bots and Artificial Intelligence

  • Bot integration
  • Messaging apps and webchat can be handled by Bot
  • Track conversations and provide possible replies to agents
  • Insights on changes in customer behavior (sentiment analysis)

Support for Social Messenger Apps

  • No waiting with alerts
  • Picture messaging
  • Positive identification with social nicknames
  • Easy escalation to voice

Administration

  • All system administration from a single, easy-to-use web interface

Integrations

  • Salesforce.com, RightNow, MS Dynamics, Zendesk for CRM integrations
  • IBM Watson for AI integrations
  • APIs for custom integrations

Compliance and Security

  • Role based access control
  • Audit log
  • Recordings and transcripts encryption

SPOTLIGHT

NEWS & EVENTS
CONTACT US

9197 South Peoria Street
Englewood, CO, U.S.A
80112-5833

Phone for general inquiries

US: +1.800.835.3832
INT: +1.303.397.8100

Phone for services information

US: +1.877.206.8119
INT: +1.480.389.1436

 
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