Humach

Humach is a customer experience solution that aims to provide exceptional customer service and satisfaction through live agents, digital agents, and technology enablement. It is designed for small, medium, and large companies in various professions and industries, including customer service representatives, call center managers, customer experience managers, sales representatives, and the retail industry.

Key Features

Live Agents: According to the vendor, Humach offers experienced live agents who deliver exceptional customer service. These agents are available for both virtual and on-premise options and can be dedicated agents with generalist and specialized skills. Bilingual and multilingual agents are also available.

Digital Agents: The vendor claims that Humach provides AI-powered digital agents for faster and more satisfying customer experiences. These digital agents are available 24/7/365 on any channel and are capable of natural language processing, text-to-speech, and voice biometrics. They ensure secure interactions with authentication before human agent escalation.

Technology Enablement: Humach's contact center as a service (CCaaS) solutions empower voice and omnichannel interactions, including speech-enabled and DTMF IVR with data-dip capabilities, an intelligent ACD with skills-based routing, and a WebRTC-based agent UI for seamless interactions. Additional features include voice and screen recording with redaction, queued callbacks, transfer, and conferencing capabilities.

Guaranteed ROI: The vendor guarantees a reduction in average handling time (AHT) by 12% and improvement in automation by 22% within 6 months of implementation. They also ensure the automation of 18% of customer experience transactions in the first 6 months or no payment required.

Training & Development: Humach offers customized personal and professional development programs for customer service agents. These programs focus on clear learning goals, engagement, opportunities for practice and application of knowledge, and a continuous improvement and growth mindset.

Humach Labs: According to the vendor, Humach Labs serves as an innovation hub for AI and automation solutions. It provides a risk-free environment for testing and customizing solutions, identifying gaps in the customer experience approach, and fueling perpetual growth and improvement.

Security & Compliance: Humach prioritizes the security of data and customer personal information. The vendor claims their solutions are PCI-DSS and HIPAA compliant, ensuring secure call proxy and authentication protocols. They also comply with industry regulations to avoid penalties.

Humach University: Humach offers Humach University, a customized leadership series for support staff and virtual leaders. The program includes courses such as Virtual Leadership & Team Building, Virtual Communication, and Virtual Coaching, designed based on the needs and experiences of contact center leaders.