Technology

WHY OUR PLATFORM?

There’s just a few things you really need to know about the Humach platform: it reduces complexity, scales dynamically, and delivers a much better value than other contact center platforms or services. It’s extremely easy to configure agents, call handling strategies, call routing, CRM integration and more. Highly skilled technical personnel are not required.

Our platform is a true-cloud contact center software suite designed to provide contact center functionality to businesses, delivered through PCI compliant, cloud data centers. Unlike on-premise products, no hardware or expensive software is required. Unlike traditional “hosted” offerings, no specialized networks, data centers or software are needed.

WHAT DOES OUR PLATFORM HAVE TO OFFER?

Reduced Complexity

  • Easy to operate. Instead of a team of deep technical experts, the contact center can be managed and operated by the people who run it.
  • Management tools designed by contact center managers for contact center managers.
  • No hardware requirements, and no specialized networks, data centers or software are needed.
  • State-of-the art graphical reporting dashboard; improved analytics to drive your business.

Dynamic Scalability

  • Scales instantly based on business requirements, no planning needed. Provides the ability to answer all calls, without prior planning.
  • 99.99% availability; secure, cloud-based platform with “always on” reliability.
  • Add agents, queues, interfaces simply as needed. No need to take system off-line in order to make changes.
  • Supports agents to work from every corner of the world, increasing productivity.

Better Value

  • Pay for what you use
  • Eliminates port, trunk, extension, and separate carrier expenses
  • Streamlines the talent needed to run communications in-house
  • Eliminates pricey hardware/software/maintenance expenses

FEATURES FOR YOUR CALL
CENTER

REAL-TIME REPORTING

Gain deeper insight through real-time, personalized dashboards and reporting.

INTERACTIVE VOICE RESPONSE

Collect user data without consuming agent resources.

AGENT STATE CONTROL

Manage agents by taking them off-line or changing their state as needed.

LIVE CALL MONITORING

Monitor or coach agents while on live calls. Barge into calls when necessary.

CALL CENTER ANALYTICS

Everyone offers analytics, we offer business intelligence – actionable information to efficiently let you manage your customer strategy.

AGENTS ANYWHERE

Easily support virtual operations for distributed workforce. Enable remote agents.