Contact Center Solutions

Humach combines world-class customer sales and support specialists with next-generation outsourcing technology to deliver an integrated, omnichannel, and frictionless solution that engages customers wherever they are—whether that be email, live chat, social media, or a voice call.

Your Guides to the New Customer Experience Journey

Humach agents are an extension of your team and an elevation of your experience.

Our highly-skilled customer experience specialists understand your business and embody your brand. By assimilating our world-class customer service agents into your business operations, you will be able to quickly implement new customer engagement initiatives and track immediate ROI. Our agents will take care of the customer experience so that you can focus on your core competencies.

With an ever-expanding product and service portfolio and a commitment to being a true partner to clients, Humach is already trusted by some of the world’s largest enterprises.

“They have been a true extension of our internal team, our brand, and our culture. They have earned our complete trust.”

Vice President, Fortune 500 Consumer Services Company

Business Process Outsourcing Services

The “call center” was historically a critical component of successful communication between customers and businesses. That traditional call center model doesn’t work in today’s multi-touch, on-demand world. Contact center outsourcing services need to provide a flexible omnichannel customer experience.

At Humach, we aim to be an integral part of your customer engagement strategy and serve as a seamless extension of your team. Our agents don’t just process customer calls. They provide valuable support for the entire customer lifecycle, from retention programs and cross-selling to market research and lead tracking. They also provide the human empathy missing from most customer sales and support interactions.

Inbound Customer Service

Our professionally-trained customer experience specialists will support and grow your client base by handling customer inquiries, interacting with customers across all platforms (email, social media, live chat, voice call, and more), and providing valuable account management services.

  • Customer experience, sales, and service
  • Payments, billing, product questions, and technical support
  • Full account management, cross selling, and revenue strategies
  • Customer retention, “save” tactics, and “win-back” campaigns
  • Mission-critical and incubator pilot programs

Outbound Customer Service

Our world-class cloud contact center agents are also prepared to take a proactive approach to improving customer experience for your business with engagement strategies including market research, upselling, customer database management, and lead tracking.

  • Consultative B2B sales strategies, market research, and account management
  • Transaction processing, up-selling, and cross-selling
  • Conduct surveys with consumers and businesses
  • Create and mine customer databases
  • Update customer data, sales documentation, lead tracking

Omnichannel Customer Service

Today’s consumers are always looking for the easiest route to solving a problem or answering a question. At Humach, you aren’t stuck with just the traditional way to engage with customers. With the support of our network of technology partners, Humach agents interact with clients across all channels.

  • Email
  • Phone
  • Live chat
  • Social networks
  • On-page support widgets

The Humach Difference

We enable you to have the flexibility to scale your business up and down as needed. You’ll also have the freedom to see exactly how our agents are performing on your behalf, with a clear real-time view of KPIs thanks to our highly customizable reporting engine. There’s no need to constantly reach out to IT to configure the reports you want to see. Humach makes it easy for the customer engagement stakeholders to pull the customized reports they need.

At Humach, we understand that the nature of customer experience is changing and we’re here to help you change with it. Customers prefer to interact with companies on their own terms, rejecting the limited communication channels that companies have traditionally offered. That’s why Humach’s next-generation solutions incorporate not just voice and email, but a full omnichannel customer experience, including text, chat social media—because that’s how your customers want to engage with their favorite brands.

We also know that the world of customer experience tomorrow won’t look the same as it does today. Humach Labs empowers our partners to develop new solutions with real-time feedback from actual use cases so that you can prepare for tomorrow without jeopardizing operations today.

“Humach has been incredibly flexible and agile in accommodating our growth over the years, especially when we were first getting our business off the ground.”

Vice President, Leading Global Identity Protection Services Company

The Beauty of Cloud Contact Center Service

SCALABILITY

Whether you need 20 agents or 1,000 — or back down to 20 — we’ve got you covered.

FLEXIBILITY

Having a clear understanding of seasonality and the ebbs and flows of business demands allows us to cater our programs to our customers’ needs.

ANALYTICS

Highly customizable and actionable success metrics with detailed real-time reporting gives you the information you need to make strategic business decisions.

MINIMAL DISRUPTION

We handle all the details, seamlessly assimilating into your current infrastructure. Providing a dynamic solution to your evolving needs ensures your business stays future-focused and customer-oriented.

PARTNER FRIENDLY

We follow the BYOP model: Bring Your Own Partners. Our full suite of open APIs allows easy integration into many of the industry-leading third party applications. We adapt to you, not the other way around.

Humach Life

Holding steadfast to the belief that happy employees lead to happy customers, our commitment to fun and flexibility creates an environment full of high-achievers that are the backbone of our customer success.

Our employees enjoy an environment where achieving goals are recognized, rewarded, and valued. Along with recognition, our agents feel a strong fellowship with their co-workers and a shared sense of pride in their work. From dress up days, to chili cook-offs, to our own versions of popular game shows, our workplace is one that promotes fun, active learning, and creativity.

We also support our employees’ passion for making a difference. This starts during interactions with customers, and carries over into the community as a whole. Embedded in our charter is our Corporate 1:1:1 Pledge (Giving back 1% of time, profits, and equity) and Random Acts of Humach, a 501(c)(3) charitable organization. Our agents participate in over 100 Humach-sponsored community activities per year, which is a big driver of employee satisfaction, morale, and retention. In the spirit of Humach Life, our agents live out the meaning of “service” in every sense.

“The consultative and strategic relationship that we’ve developed with
Humach over the years has been the differentiator for our organization.

Their ability to gather and synthesize data to uncover new ways to
improve our service and grow our business has been invaluable.”

Vice President, Leading Global Identity Protection Services Company