LAS VEGAS, June 26, 2019 /PRNewswire-PRWeb/ -- Today,
Edify Labs (edify.cx), the customer experience industry's newest
competitor, announced the general availability of Edify Huddle—the
industry's first and only cloud-native Business Communications as a
Service (BCaaS) platform that combines unified communications,
contact center software, and real-time communications API
capabilities in a single solution. Edify Labs is showcasing Huddle
at Customer Contact Week Las Vegas in Pavilion 4.
Edify Huddle redefines the way businesses manage customer
interactions and cross-team collaboration by innately unifying all
internal and external business communications. The platform
empowers users to move among channels—from social media to chat to
voice to text to video and back again—within a single conversation.
With this frictionless transfer capability, agents have the
ultimate flexibility to interact with customers, one another, and
other internal subject matter experts to resolve customer inquiries
quickly and seamlessly. Hammond, the Edify Huddle AI engine,
naturally understands customers, offers self-service bots, and
routes interactions to the right agent anywhere in an organization
if and when it's time.
Most importantly, Edify gives every company a risk-free path to
the cloud by offering the first five users at no cost, forever, as
well as a modular platform design that allows companies to migrate
at their own pace. With global availability and real-time
redundancy in 12 data regions around the world, Edify guarantees
100% platform uptime or it will pay out 10x what was paid during
downtime—making it the highest and most inclusive SLA in the
market.
Quotes
"In a world where customer service is critical to business success,
organizations of all sizes need to make CX a top priority.
Companies that make it easy for their customers and prospects to
conduct business and truly delight them are more likely to retain
customers and enhance their brand image. Delivering an outstanding
customer experience requires the right combination of technology,
people, and processes, all of which must be flexible, agile, and
responsive to customer needs. The new generation of platform-based
contact center infrastructure solutions—automatic call distributors
(ACDs) and dialers that come with an open integration
layer—position organizations to rapidly respond to changing market
dynamics so that they can deliver a consistently outstanding CX." -
Donna Fluss, president of DMG
Consulting LLC
"For more than two decades, vendors have sold the idea of
unified solutions. In all this time, some have inched along the
path but no one has ever gone the distance to deliver on the
promise of real, wholly unified, cloud-native contact center + UC +
API. That's why we're launching a brand new platform into a mature
market. Finally, on this 20th anniversary of CCW, we are giving
companies what they've always needed and asked for: the tools to
bring their people together as if they're under one roof, and to
engage customers via any and every channel inside of a single
interaction. Companies are beyond ready to do things differently,
to work smarter, to make jobs better for their employees, and life
better for their customers—which ultimately makes the bottom line
stronger. We've removed all of the risk, the barriers, the fear,
the messy integrations, confusing pricing, clunky servers, and
disparate views into what agents, employees, and customers need,
want, and do. Now, there's Edify Huddle." - Cameron Weeks, co-founder and CEO, Edify
Labs
"Edify Huddle holistically addresses the full scope of the
modern customer journey. This platform ensures front-line contact
center agents have the support, knowledge, and expert back-up they
need in a single-view ecosystem to deliver a stellar customer
experience every time. The simple breakthrough of allowing a
customer to send a picture of their issue to a voice-based
conversation has the ability to dramatically decrease handle time
and increase first 'call' resolution, which is ultimately why we
are all here." - Bracken Fields, co-founder and CTO, Edify Labs
Edify Huddle Features
- One software platform with a single view to manage all business
communications across channels—voice, email, text, chat, social
media, video—for both back-office and customer-facing
employees
- Hammond, the AI engine, uses natural language understanding
(NLU) to comprehend customers and sentiment analysis to
automatically distribute conversations to live agents as needed or
requested
- Drag-and-drop visual design tool enables users to tackle even
the most complex omni-channel workflows and routing requirements,
with zero code
- True global availability and universal queue in 12 data regions
split between Amazon and Google
- Access to complete customer interaction histories before,
during, and after an interaction
- Tight integrations to Salesforce and Zendesk, enabling users to
use any object in any platform, standard or custom
- Automatically send post-interaction surveys and solicit
customer feedback based on metrics occurring inside the
conversation over any channel
- Identify coaching opportunities with real-time operational
data, powered by machine learning
- Real-time communication APIs for voice, video, messaging, and
machine learning-powered trend analysis
- Simple usage-based pricing
- The industry's highest and most inclusive SLA
- AES 256-bit encryption, in transit and at rest on all data,
including live calls
Edify Huddle Pricing
- First 5 users are free, forever—software shouldn't be hidden or
hard to purchase
- Huddle ML: Cloud-native omni-channel business communications,
with Machine Learning for extra smarts for $7 per user per day
- Huddle: Cloud-native omni-channel business communications for
$6 per user per day
- Huddle Basic: UC that's actually unified for $10 per user per month
- Huddle API: Real-time communication API capabilities to build
something completely new or customize the Edify Huddle
environment
- Edify is offering double commission to partners through the end
of 2019
Visit Edify Labs at Contact Center Week
Edify Labs is showcasing Edify Huddle at Customer Contact Week in
Las Vegas through June 27. Visit Pavilion 4 in the Expo Hall for
theater presentations, demos, and to speak with the team behind the
innovation. While there, sign up for 5 free users and take a spin
on the Edify Slot Machine.
About Edify Labs, Inc.
Edify connects businesses with customers and employees with each
other. The company's Business Communications as a Service (BCaaS)
platform, Huddle, is the only one uniting unified communications
(UC), contact center (CC) and communications platform (API)
functionality in a single, cloud-native software solution that lets
users move seamlessly among channels within one conversation. Edify
removes all the risk of using its cloud-based platform with five
free users forever, global availability, real-time redundancy,
usage-based pricing, and a 100% SLA uptime guarantee. Learn more at
edify.cx.
About Customer Contact Week
Started in 1999 as Call Center Week, CCW is the world's largest
customer contact event series. With the balance of conference and
expo, CCW is the place where customer care, CX, and contact center
leaders come together. In 2018, we introduced our new look as
Customer Contact Week.
SOURCE Edify Labs