Omnichannel Orchestration

Omnichannel technology to deliver amazing CX at scale

Your customers want to shop on their desktop, purchase on their mobile phone and pick up in your store. They expect to seamlessly move from one channel to the next without having to remind you who they are, what they bought, and when they plan to pick it up. It is one journey. It should be fluid and connected across every channel. Your customers don't care that orchestrating this set of omnichannel interactions requires the ability to synchronize a patchwork of databases, technologies, and customized integrations. Our omnichannel CX solutions help brands orchestrate seamless customer experiences within and across every touchpoint.

What We Do

Our Humanify® CXaaS Technology ecosystem delivers enterprise-class contact center solutions for omnichannel interactions. It supports a seamless, personalized, and contextual transition between all engagement channels. Building a fluid omnichannel customer experience requires the ability to integrate multiple best of breed technologies, because getting omnichannel right requires the right combination of technologies.

Omnichannel CX

Conversational Messaging

With over 15 million texts sent every minute, messaging is becoming ubiquitous. The right messaging approach will improve associate productivity, attribution rates, CSAT, and sales. Unleash the power of messaging and reduce calls. Gain a competitive edge with TTEC’s Humanify® messaging platform, strategic program designs, seasoned conversational designers, and universal associates.

Utilize a preferred customer channel →Learn more→

Intelligent Routing

Intelligent Routing gathers customer inquiries through voice, digital, or social channels and then applies rules to route it to the associate best fit to resolve the issue. It increases customer satisfaction by reducing the amount of times a customer is transferred or on hold and decreases the average handle time (AHT).

More info about Intelligent Routing →Learn more→

Journey Orchestration

Knowing why your customer wants to interact with you helps you know what to do to deliver a great result. Predictive channel and customer journey orchestration uses historical intent data to suggest the next best action. Done right, it reduces friction for the customer and increases efficiency for the associate.

The journey is not the destination →Learn more→

FedRAMP Authorized Humanify G for Government

We are dedicated to delivering secure cloud contact centers for government, ensuring citizen information is kept secure and confidential. We offer agencies the advantages of superior omnichannel cloud contact center solutions with the stringent security and reliability assurances needed to protect citizen data. Our SaaS based Humanify Enterprise for Government (Humanify – G) has fulfilled government security requirements to achieve FedRAMP’s Joint Authorization Board (JAB) Authorization designation and Defense Information Systems Agency (DISA) Impact Level 4 (IL4) to meet DoD requirements. Our solution also helps agencies comply with Section 508.

Create amazing citizen experiences →Learn more→

Unified Agent Desktop

A unified agent desktop integrates seamlessly, easily, and quickly all communication channels and external applications, such as CRM systems, into a single and unified interface. It increases associate productivity with a streamlined platform that handles all communication channels in one single interface. And building a fluid omnichannel customer experience requires the ability to integrate multiple best-of-breed technologies. Our unified agent desktop is the answer. It is an enterprise-class, highly scalable, all-in-one cloud solution natively designed for digital interactions. Its advanced features make it easy to use and simple to deploy, and give companies the agility to grow their customer service experience as quickly as their business.

All channels in one interface →Learn more→

Outcomes View all Case Studies→

Omnichannel solutions to help you orchestrate
the customer journey and improve experiences

92% Active knowledge base
user rate and 100%
team lead user rate
See how → Read Case Study

93% Member satisfaction virtual
performance after deploying
contact center solution
See how → Read Case Study

2x More closed conversations
via messaging channel
than target goal
See how → Read Case Study

Simple
steps to
deliver
awesome
omnichannel
experiences
every time

Voice. Messaging. Text. Video.
Are you ready to connect the dots?

Strategy Guide

Create Effortless Omnichannel Experiences

Omnichannel is essential to succeed in the digital age. Turning on channels or technology is simply not enough to win. Brands must understand the entire customer journey and enable effortless interactions across any channel customers choose. Omnichannel best practices to optimize contact center operations include designing effortless customer-centric journeys, automating aspects of the experience, operating across the business, and leveraging cloud technology for CX delivery. This strategy guide goes into details about these 4 key strategies to hit the right notes for effortless omnichannel CX throughout the customer journey.

Get the Strategy Guide →Download now →