Unified Agent Desktop
Manage all interactions, including phone calls, chat, email, video, social media, and SMS/text messaging, from a single associate software interface.
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 meet customer expectations by delivering 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 companies the agility to grow their customer service experience as quickly as their business.
Humanify Connect:
All-in-one associate desktop
Manage all interaction types, including voice / phone calls, web chat and live chat, email, video, social media, and SMS / text messaging, from a single associate software interface.
Dynamic Omnichannel Routing
Our contact center solution includes real-time agent and skill-based intelligent routing across communication channels to create seamless experiences.
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 customer data insights for greater personalized experiences and business impact.
Exceptional
omnichannel CX
builds brand
loyalty
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.
Channels
Self-service
IVR
Voice (inbound/outbound)
Chat (reactive/proactive)
Chat (internal)
SMS/MMS
Cobrowse
Social messengers
Video call
Outbound
Manual outbound
Progressive dialing
Predictive dialing
Preview dialing
Campaign operator dashboard
Real-time management
Call progress analysis
Routing
Skills based
Capacity based
Proficiency
Customer priority
Channel priority
Transfer within channels
Transfer across channels
Virtual queue callback
Journey orchestration
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
Case Management
Interactions bound together as a case
Calendar scheduling
Contextual knowledge management
Integrations
WFM
Salesforce.com
Zendesk
RightNow
MS Dynamics
AI, including: Chatbots, speech to text, natural language processing, conversation, sentiment
Quality Management
Audio recording
Screen recording
Custom score cards
Post contact surveys
Monitoring and barge-in
Real-time statistics
Real-time dashboards
Customizable alerts
