TeleTech (TTEC) Services Corporation: Humanify Enterprise - Government (Humanify Enterprise - G)

TTEC Digital’s Humanify Enterprise for Government (Humanify G) is a secure customer experience VOIP solution, powered by Cisco’s UCCE and UC Enterprise Software. Designed for agencies with up to 80,000 unified communications endpoints and 24,000 knowledge workers or agents, it allows you to scale as needed to meet citizen demand.

By applying technologies like journey orchestration, analytics, and AI/automation you can deliver efficient and intuitive constituent services while reducing overall contact center costs.

Key Features

Experience Cloud integrates with Humanify Enterprise Workforce Optimization SaaS (WFOaaS Quality Assurance / Call Recording / Desktop Screen Recording, Speech Analytics, and Post Call IVR surveys, powered by Verint) to enable departments and agencies to capture citizen and stakeholder feedback after interactions with contact center agents, and then utilize that input to drive coaching and feedback. TTEC Humanify Enterprise - Government platform users can now obtain the unique value of these solutions working together to drive improvements in citizen and stakeholder service.

WFOaaS Quality Assurance / Call Recording / Desktop Screen Recording. The Humanify Enterprise Workforce Optimization Software as a Service for Government Community Cloud provides Quality Monitoring (QM), Contact Recording, Text to Speech Analytics. The service records 100% of voice calls and 15% of contact center agent desktop screen recordings for compliance, transaction verification, and legal protection. Data is stored in a FedRAMP encrypted format and available for playback and analysis and for agent performance scoring.

Workforce Management (WFM) provides forecasting, multi-skill scheduling, and real-time adherence for contact center agents. Includes features for workflows, intra-day dynamic scheduling, audit trail reporting, and mentoring requests. The speech-enabled Interactive Voice Response (IVR) enhanced by Natural Language Processing and Natural Language Understanding (NLU/NLP) enables seamless self-service capability through the use of Voice Bot and Chat Bot capability.

Experience Cloud, powered by Verint Experience Management Experience Cloud, is a SaaS application platform that utilizes the TTEC Humanify Enterprise - G to make delivering exceptional experiences easy. The Experience Cloud gathers omni-channel experience information from citizens, employees, and digital site visitors and helps to prioritize and provide key insights on ways to improve those experiences.

Process and analyze direct feedback from multi-channel surveys, unstructured text data from open-ends and other comment streams, and behavior data from web interactions Automate and speed decision-making with our proprietary Predictive Engine paired with Verint Professional Services guidance Operationalize across all functions with real-time triggers and alerts; custom dashboards for executives, service center managers, and contact center managers and agents; and case management tools for follow-ups when appropriate with a citizen or other key stakeholders

Experience Cloud consists of multiple solutions that work either singly or together to capture, analyze, and act on citizen and stakeholder feedback. These solutions include:

Predictive Experience allows organizations to measure citizen experiences across channels, prioritize resources effectively, accurately benchmark performance, and bring certainty to their experience programs with proven predictive data science and AI-powered technologies. Digital Experience captures real-time citizen-initiated feedback via web and mobile channels throughout the digital citizen journey, empowering organizations to make smarter, faster decisions to improve experiences. Enterprise Experience enables organizations to engage citizens and employees to understand, analyze, and orchestrate improved experiences, satisfaction, and trust across multiple channels. Text Analytics provide