{"id":"FR1907847653","name":"Humanify Enterprise - Government (Humanify Enterprise - G)","provider":"TeleTech (TTEC) Services Corporation","providerSlug":"teletech-ttec-services-corporation","status":"FedRAMP Authorized","impact":"Moderate","authType":"JAB","authDate":"2019-12-26","serviceModel":["SaaS"],"deployment":"Government Community Cloud","businessFunctions":["Collaboration","Communication","Contact Center","Customer Relations Management (CRM)","Customer Service"],"assessor":"Coalfire Systems, Inc.","assessorId":"138514","smallBusiness":false,"website":"https://ttecdigital.com/solutions/humanify-g","description":"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.\r\n \r\nBy applying technologies like journey orchestration, analytics, and AI/automation you can deliver efficient and intuitive constituent services while reducing overall contact center costs.\r\n \r\nKey Features\r\n \r\nExperience 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.\r\n \r\nWFOaaS 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.\r\n\r\nWorkforce 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.\r\nThe 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.\r\n \r\nExperience 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. \r\n \r\nProcess and analyze direct feedback from multi-channel surveys, unstructured text data from open-ends and other comment streams, and behavior data from web interactions\r\nAutomate and speed decision-making with our proprietary Predictive Engine paired with Verint Professional Services guidance \r\nOperationalize 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\r\n \r\nExperience Cloud consists of multiple solutions that work either singly or together to capture, analyze, and act on citizen and stakeholder feedback. These solutions include:\r\n \r\nPredictive 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. \r\nDigital 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.\r\nEnterprise Experience enables organizations to engage citizens and employees to understand, analyze, and orchestrate improved experiences, satisfaction, and trust across multiple channels.\r\nText Analytics provides the ability to analyze text information from any text stream, including surveys, comment posts, and others, and to extract key insights found in those text comments around the topics, keywords, and the related sentiment expressed in those comments \r\nUnified Experience enables Federal departments and agencies to capture feedback across virtually any channel, combine those feedback channels (and a wide variety of external data sources to enrich the data, correlate the information from disparate sources to create customized data models, and then use those data models to drive collaboration and closed-loop action on the data.\r\n \r\nHumanify Portal provides easy access to your contact center and unified communications administrative and management tools from a single interface. It increases the flexibility of the platform. It allows end-user administrators to perform Move, Add, Change, and Delete (MACD) activities for phones, personnel, locations, skill groups, agent teams, and many other system elements. It also allows administrators to change routing rules, IVR prompts, call queues, and contact flows. You can also increase the agility of managing your contact center operations with Humanify Portal Mobile, a 100% web-based application for on-the-move access. (508 Compliant)\r\n \r\nIntegration with Contact Center Solutions (Cisco, Genesys, and Amazon Connect)\r\n \r\nAvailability and Support\r\n \r\nHigh availability/disaster recovery deployed across two data centers for full failover in the event of an outage\r\n24x7x365 support with one of the largest pools of Cisco-certified engineers anywhere\r\nTTEC Digital delivers automated training programs and knowledge systems that enable CX delivery across every channel","logo":"https://www.fedramp.gov/assets/img/logos/CSP_logos/TTEC%20Logo.png","inMarketplace":true,"agencies":["22-011-03","22-016-01","22-016-08","22-005-11","22-005-19","22-002-09","22-019","22-023","22-062","22-020"],"reuseCount":9,"leverages":["F1510137547"],"leveragedBy":[],"timeline":[{"date":"2019-02-13","to":"FedRAMP Ready","certType":"Rev5"},{"date":"2019-05-07","to":"JAB Review","certType":"Rev5"},{"date":"2019-12-26","to":"FedRAMP Certified","certType":"Rev5"}],"cr26":{"type":"Rev5","ocrOverdue":false,"valid":true,"findings":[{"level":"warning","message":"no trust center link; CR26 requires one with access instructions","rule":"CDS-CSO-UTC"},{"level":"warning","message":"no link to secure configuration guidance","rule":"SCG-CSO-RSC"},{"level":"warning","message":"no next Ongoing Certification Report date","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no service list; CR26 requires the services in scope","rule":"CDS-CSO-SVC"},{"level":"warning","message":"no documentation overview (repositories) listed","rule":"CDS-CSO-PUB"}],"assessor":"Coalfire Systems, Inc."},"sponsor":"22-016-08","trustCenterCheck":null}