Houlne's Impact on Outsourcing and Customer Experience
The landscape of modern customer service has been significantly shaped by innovative models of workforce management and technology integration. Central to this evolution is Houlne, an entrepreneur who has spent decades refining how companies interact with their customers through strategic outsourcing and the blending of human intelligence with artificial intelligence.
The Foundation: Working Solutions and the Virtual Workforce
In 1998, Houlne co-founded Working Solutions, an outsourcing company based in Plano, Texas. At a time when traditional call centers were the norm, Working Solutions pioneered a virtual workforce model. This approach utilized remote, home-based agents to provide customer service, offering a flexible alternative to centralized office environments.
As CEO, Houlne managed the development of a sophisticated routing system. This model allowed service calls to be directed to either domestic or offshore agents, depending on the specific service requirements and the needs of the client.
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The Evolution of CX: The Rise of Humach
Building on the success of remote workforce management, Houlne founded Humach in 2015. Humach focuses on customer experience (CX)—the overall perception a customer has of their interactions with a brand—by combining human service agents with AI-based digital agents. The company's name is a portmanteau reflecting this synergy between humans and machines.
Humach has secured a high-profile client base, providing services to global brands such as Amazon, Carfax, and McDonald's. To expand its technological capabilities, the company pursued a strategy of strategic acquisitions, acquiring InfiniteAI in 2020 and Markets EQ in 2025.
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Key Facts
- Working Solutions: Co-founded in 1998 in Plano, Texas, focusing on home-based remote agents.
- Humach: Founded in 2015 to integrate human agents with AI digital agents.
- Major Clients: Humach serves industry leaders including Amazon, McDonald's, and Carfax.
- Strategic Growth: Humach acquired InfiniteAI (2020) and Markets EQ (2025).
- Operational Model: Implementation of routing systems for both domestic and offshore service delivery.
Company Comparison Summary
| Feature | Working Solutions | Humach |
|---|---|---|
| Founded | 1998 | 2015 |
| Core Model | Virtual/Remote Workforce | Human + AI Digital Agents |
| Location/Origin | Plano, Texas | CX Outsourcing Provider |
| Key Innovation | Domestic/Offshore Routing | Human-Machine Synergy |
Frequently Asked Questions
What is the primary focus of Working Solutions?
Working Solutions is a U.S. outsourcing company that provides customer service through a virtual workforce of remote, home-based agents.
How does Humach differ from traditional outsourcing?
Humach integrates human service agents with AI-based digital agents to enhance the customer experience, blending human empathy with machine efficiency.
Which companies use Humach's services?
Humach's clients include major global corporations such as Amazon, Carfax, and McDonald's.
What companies has Humach acquired to grow its business?
Humach acquired InfiniteAI in 2020 and Markets EQ in 2025.
What was Houlne's role at Working Solutions?
Houlne was a co-founder and served as the CEO, overseeing the development of the company's virtual workforce and call routing models.