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Humanify™ Technology Platforms
 

Humanify Connect

 
Give your contact center associates the tools they need for success, and your customers the omnichannel customer support they demand
 

 

Highly scalable, all-in-one cloud contact center solution

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!

Take your customer engagement platform 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 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.
Humanify Connect is a full-featured solution that makes advanced omnichannel easy
 

Features and Benefits

Omnichannel, Outbound & AI Optimized

 

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

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

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)
 

Omnichannel IVR

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

Support for Social Messenger Apps

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

Administration, Workforce Tools, Seamless Integrations

 

Administration

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

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

Workforce Management

  • Third -party WFM integrations

Integrations

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

Powerful supervisor tools for reporting and quality management

 

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

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

Reporting

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

Compliance and security

  • Survey data included
  • Role based access control
  • Customizable
  • 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

 
Customer Experience Leader TTEC Hiring 8,000 Associates Across 22 Humanify™ Customer Engagement Centers in the US
Company to host National Kickoff to Summer Job Fair on June 26, 9:00am - 3:00pm
TTEC Opens its Las Vegas Center and Innovation Lab to Customer Contact Week (CCW) Attendees
Company to showcase its leading edge digital, omnichannel and insights solutions combined with its best-in-class operations and award-winning training approaches
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