• November 12, 2014

TeleTech Launches New Humanify Venture

TeleTech Holdings, a provider of analytics-driven, technology-enabled customer engagement solutions, today launched Humanify, a new, independent venture aimed at rethinking how companies and customers connect in today's highly-connected, mobile world.

Humanify provides a data-driven SaaS-based technology platform that brings inline service and support together. Humanify directly links a customer to the resources that can help them best  any time, across any channel they choose.

TeleTech has named Mike Betzer as CEO of Humanify. Betzer is a seasoned customer experience executive with deep expertise managing growing businesses in both startup and publicly held corporate environments.

"It is a new world, one where the customer is squarely in charge. Technology and data analytics have put the power back in the hands of the customer," Betzer said in a statement. "Customers deserve better, and companies want to do better, but it is difficult and costly to change out legacy systems and processes. Now because of advanced analytics, the Cloud and new omnichannel technologies, we're able to provide solutions through Humanify that improve the experience while reducing costs."

Humanify's first product at launch will be EXPERTconnect, a platform that matches customers to relevant information, data, and expert resources who share their interests and passions. Humanify is also focused on creating products for specific industries that have a high demand for individualization and human expertise, such as healthcare, financial services, and retail.

"The time is right for a solution like this," said Michael DeSalles, a principal analyst at Frost & Sullivan, in a statement. "With Humanify, TeleTech is poised to be far ahead by providing the path for a frictionless and personalized customer experience. It bridges the gap between just having a mobile app and inserting the next step in the move to putting the customer in charge of a seamless experience. This solution has the potential to completely change the game for customers and the brands that serve them all over the world."

Humanify is a flexible solution designed to adapt to customers' communication preferences. The platform is embedded in the first point of contact with a consumer, either mobile or Web, and provides a direct connection to the source that has the most relevant information delivered in the customer's channel of choice.

"For more than 30 years, we have partnered with clients to deliver cutting-edge customer engagement technology at scale and reliability enabling lasting relationships rooted in trust," said Ken Tuchman, chairman and CEO of TeleTech, in a statement. "In a time of massive change, fueled by wireless connectivity, social, mobile and big data, technology is at the center of enabling an exceptional customer experience. We created Humanify to push the limits on what's possible and establish a new standard for customer engagement."

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