Humanify Enterprise - Government (Humanify Enterprise - G)

FedRAMP package ID

FR1907847653

Cloud service provider

TeleTech (TTEC) Services Corporation

Certification status

FedRAMP Certified

Impact level

Moderate

Certification class

Class C (Moderate)

Authorization path

JAB

Certification type

Rev5

Marketplace phase

Ongoing Certification

Deployment model

Government Community Cloud

Register snapshot

September 3, 2026

Service model

SaaS

Independent assessor

Coalfire Systems, Inc.

Certification date

December 26, 2019

Status date

December 26, 2019

FedRAMP Ready date

February 13, 2019

Annual assessment

December 26, 2011

Agency authorizations

11

Recorded reuses

10

Business categories

Collaboration, Communication, Contact Center, Customer Relations Management (CRM), Customer Service

Milestones on record

3

The marketplace carries Humanify Enterprise - Government (Humanify Enterprise - G) under package FR1907847653 with 20 recorded fields. Its certification date is December 26, 2019, and a FedRAMP Ready date of February 13, 2019. Coalfire Systems, Inc. is named as the independent assessor, with an annual assessment date of December 26, 2011. 11 agencies are listed as having authorized it, among them Defense Information Systems Agency, Department of the Navy, Federal Trade Commission and 8 more, and the feed records 10 reuses of the package. It is delivered as SaaS on a government community cloud, filed under 5 business categories including Collaboration, Communication, Contact Center and 2 more.

• Adobe Experience Manager Managed Services (AEMMS-GC)

  Adobe

  FedRAMP Certified, Moderate impact, JAB path, Rev5, certified June 27, 2019.

• MAXIMUS Cloud

  MAXIMUS Inc.

  FedRAMP Certified, Moderate impact, JAB path, Rev5, certified February 16, 2022.

• Avaya Government Cloud

  Avaya Federal Solutions, Inc.

  FedRAMP Certified, Moderate impact, Agency path, Rev5, certified April 29, 2019.

• RSA® ID Plus for Government

  RSA Security LLC

  FedRAMP Certified, Moderate impact, JAB path, Rev5, certified April 26, 2022.

• Genesys Cloud CX

  Genesys

  FedRAMP Certified, Moderate impact, Agency path, Rev5, certified June 26, 2023.

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 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 Unified 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. Humanify 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) Integration with Contact Center Solutions (Cisco, Genesys, and Amazon Connect) Availability and Support High availability/disaster recovery deployed across two data centers for full failover in the event of an outage 24x7x365 support with one of the largest pools of Cisco-certified engineers anywhere TTEC Digital delivers automated training programs and knowledge systems that enable CX delivery across every channel