Name: Humach
Author: Humach

Customer Success Management Training

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Development

Business Intelligence (BI)

Collaboration

Environmental, Social, and Governance (ESG)

Payment Facilitation

VoIP

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

HR Management

Payroll

Professional Employer Organizations (PEO)

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Access Gateways

Cloud Storage

Disaster Recovery as a Service (DRaaS)

Fraud Detection

Graph Database

High Availability Cluster

Infrastructure-as-Code (IaC)

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Network Behavior Analysis

Network Performance Monitoring

SOA Application Gateways

SaaS Management

Secure Email Gateway

System Monitoring

Traffic Switching

Value-Added Resellers (VARs)

Virtualization Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Content Management

Content Marketing

Customer Reference Management

Data Management

Email Marketing

Gamification

Marketing Automation

Mobile Marketing

SMS Marketing

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Social Commerce

Sales

Architecture

Commercial Drone

Equation Editors

Home Health Care

Insurance Agency Management

Membership Management

OSS/BSS (Operations Support/Business Support)

Online Voting

Practice Management

Revenue Cycle Management (RCM)

Simulation

Text Analysis

Vertical-Specific

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Screenful

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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.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.

Priority

Premium

Vonage Contact Center for Salesforce

Humach

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Humach

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What is Humach?