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Humanify® Enterprise for Government

Scale as needed to meet citizen demand with Humanify® Enterprise for Government (Humanify G), a proven, secure customer experience solution powered by the reliability of Cisco.

Meet demand during peak season

TTEC Digital’s Humanify® Enterprise for Government (Humanify G) is a proven, secure, customer experience VOIP solution powered by Cisco’s reliable Unified Contact Center Enterprise (UCCE) and Unified Communications (UC) Enterprise software solutions. Our exclusive cloud solution employs TTEC Digital’s differentiated features that enhance the capability and flexibility of the Cisco platform. Designed for agencies with up to 80,000 unified communications endpoints and 24,000 knowledge workers or agents, it allows you to scale to meet citizen demand.

Key features

Channels

  • Voice - WebRTC (inbound + outbound)
  • Chat (static + proactive)
  • Email
  • Video 
  • Social 
  • Co-browse
  • SMS/MMS (short + long code)
  • Fax
  • Bots

Communications & CRM

  • Cross-channel interaction history
  • Unified communications
  • CRM integrations:
    • Salesforce
    • Zendesk
    • Microsoft Dynamics 365
    • ServiceNow
    • Oracle Service Cloud
    • Siebel
    • SAP

Supervisor & QA

  • Humanify Portal & Humanify Portal mobile
  • Interaction manager call flow builder
  • Actionable dashboards 
  • Supervisor assist (monitoring, barge-in and coaching)
  • Post call surveys
  • Outbound campaign management (progressive, preview & predictive dialing)

Agent

  • Omnichannel desktop 
  • Dynamic routing
  • IVR
  • Whisper
  • Humanify callbacks 
  • Co-browse
  • Journey orchestration
  • Knowledge management

Reporting & WFM

  • Standard & customizable reporting
  • Real-time dashboards
  • Humanify Insights Platform
  • Quality management 
  • Call & screen recording
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Additional features

  • Humanify omnichannel: Desktop Web-based multi-channel agent and supervisor tools on a single interface.
  • Humanify Portal/Humanify Portal mobile: Exclusive TTEC Digital designed tool for the flexible management and administration of your contact center operations.
  • Interaction manager: User-friendly drag-and-drop call flow builder.
  • Dynamic omnichannel routing: Real-time agent and skill-based intelligent routing across channels.
  • Integrated omnichannel reporting: Optimal mix of high and low-level performance metrics.
  • CRM integrations: Integrate with most CRM solutions for associate empowerment.
  • Single sign-on (SSO): One set of login credentials.
  • High availability/disaster recovery: Deployed across two data centers for full failover in the event of an outage.
  • Support: 24 x 7 x 365 with one of the largest pools of Cisco-certified engineers anywhere.
  • Learning and knowledge: TTEC Digital delivers automated training programs and knowledge systems that inspire and empower workers to deliver amazing CX across every channel.

Security and compliance

Secure cloud

TTEC Digital Humanify G offers agencies the advantages of cloud computing paired with confidence in a secure environment.

  • FedRAMP JAB Moderate Authorized 2019
  • DISA - IL4 Authorized February 2021 by Defense Information Systems Agency (DISA) Impact Level 4 (IL4) for DoD

508 compliance

TTEC Digital Humanify G helps agencies comply with Section 508 of the Rehabilitation Act by providing software as a service (SaaS) technology that conforms to Federal IT Accessibility Program Standards.

  • Both Army and Navy currently active on Humanify G – IL4
  • Best-in-class contact center software partners with 508 compliant supervisor and agent interfaces
  • Self-service administrative portal access to a dynamic set of management tools enabling quick and easy administration with key features conveniently displayed (508 compliant)
     

Agency-specific controls

  • TTEC Digital Humanify G can accommodate the security requirements of individual agencies with certification at the agency (tenant) level.
  • FISMA Moderate Authority to Operate (ATO) with multiple civilian agencies (Census, Department of Education, Health and Human Services and Department of Labor)
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Uniquely experienced to deliver superior citizen experiences

Our ability to deliver seamless digital interactions with advanced service features gives constituents the service experience they expect, agents the tools they need for success, and government agencies the outcomes they require.

By aligning technology with strategic planning and training, we're able to produce exceptional service experiences for government. Partner with TTEC Digital to leverage technologies like journey orchestration, analytics, and AI/automation, so you can deliver efficient and intuitive constituent service while reducing overall contact center costs.

Ready to learn more?

Contact our CX experts to learn more about Humanify® Enterprise for Government.