Avaya Acquires Edify, Further Extending its Position as the Leader in Customer Experience Solutions for the Enterprise
May 08 2024 - 1:30PM
Business Wire
Edify’s capabilities further enhance the Avaya
Experience Platform™ by integrating additional workflow, customer
journey orchestration, and other AI-powered technologies into the
platform
Avaya, a global leader in customer experience and communications
solutions, today announced that it has acquired Edify. This
acquisition brings advanced, AI-powered customer journey
orchestration and workflow capabilities directly into the Avaya
Experience Platform (AXP), and also brings world class engineering
talent into Avaya’s engineering organization.
Edify delivers no─code, cloud─native solutions, and the
integration of its unique orchestration capabilities into AXP
accelerates Avaya’s ability to deliver personalized customer
experiences such as task automation, journey orchestration and
out-of-the-box CRM connectors. This acquisition underscores Avaya’s
commitment to continuous innovation, and to staying at the
forefront of the customer experience solutions market.
“The acquisition of Edify is more evidence that Avaya is the
innovation leader in customer experience solutions, as we continue
to add new capabilities and value for Avaya Experience Platform
customers,” said Alan Masarek, CEO of Avaya. “This tuck-in
acquisition is additional evidence that Avaya is making investments
in technology, people and experience to continue to power the
company’s momentum in the market. Equally important is the
injection of additional world-class customer experience talent that
this transaction brings to our engineering, product and
go-to-customer organizations. I am delighted to welcome the Edify
team to Avaya.”
"The team and I are delighted to join Avaya,” said Tony Lama,
CEO of Edify. “Edify has always been about breaking down business
communications barriers both inside and beyond the walls of
traditional contact centers. Joining the Avaya team allows us to
continue that mission at an unparalleled scale while advancing
Avaya's innovation without disruption strategy.”
The integration of Edify’s no-code orchestration engine into AXP
helps enable businesses to rapidly create and deploy the necessary
workflows that connect businesses with customers, making enterprise
customer experiences as easy as personal ones. Creating
personalized experiences is paramount to every organization, and
even more valuable when companies can design experiences without
extensive IT involvement or external resources. Edify’s workflows
help users deliver fully automated and assisted customer journeys
with unprecedented ease of use. The platform natively includes a
host of valuable features including open APIs for seamless
integrations to technology partner solutions, and out-of-the-box
CRM connections, and AI-powered capabilities like NLU and sentiment
analysis.
“With the acquisition of Edify, Avaya is accelerating its
ability to bring new workflow orchestration innovation to its
customers, as well as additional native AI capabilities,” said
Sheila McGee-Smith, president, and principal analyst at McGee-Smith
Analytics. “Edify was built in the last few years - using the most
modern microservices architecture - which will allow Avaya to
quickly integrate it as a native component of the Avaya Experience
Platform, delivering innovation at the speed demanded by CX
decision makers.”
The acquisition of Edify by Avaya was closed in May of 2024.
Terms of the transaction were not disclosed.
About Edify
Edify connects businesses with customers and employees with each
other, making business communications as easy as personal ones. Its
flagship product, Edify CX, unites contact center (CCaaS) and
real-time communications platform (CPaaS/API) functionality in a
no-code cloud-native solution that lets users move seamlessly among
channels within one conversation, just as we do on our phones.
Edify removes all the risk once associated with moving to the cloud
by delivering global availability, real-time redundancy, no-waste
pricing, and a 100% SLA uptime guarantee. Edify is a Google Chrome
Enterprise Recommended partner for the contact center.
About Avaya
Businesses are built by the experiences they provide, and every
day, millions of those experiences are delivered by Avaya.
Organizations trust Avaya to provide innovative solutions for some
of their most important ambitions and challenges, giving them the
freedom to engage their customers and employees in ways that
deliver the greatest business benefits. Avaya contact center and
communications solutions power immersive, personalized, and
unforgettable customer experiences that drive business momentum.
With the freedom to choose their journey, there’s no limit to the
experiences Avaya customers can create. Learn more at
https://www.avaya.com.
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Source: Avaya Newsroom
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