Omni-channel has been a dream in the unified communications space for a long time now, but it’s been a struggle for many organizations to implement. They want it, but organizations either can’t afford the high price tag or deal with the time it takes to deploy it (not to mention the integration frustrations everyone has experienced or at least heard about). In fact, it can be such a challenge that, according to The Global State of Customer Experience from CX Network, 36% of organizations support only 1 to 2 contact channels. And, just as bad, only 7% of organizations have a true omni-channel approach. Whoah! Those stats are appalling.
1 min read
Omni-channel Has a Better Shot with Cloud Solutions
Topics:
Omni-Channel
Edify
Communications Platform
Unified Communications
Cloud
Huddle
omnichannel
cloud solutions
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3 min read
Customer Contact Week 2019 -- A Recap
Last week, the Edify team was out of the office. No, we weren’t on an all-staff summer vacation, but we flew to Las Vegas for Customer Contact Week (CCW)--the world’s largest customer contact event. The expo, which attracts tons of players in the customer experience (CX), contact center, and customer care space, was celebrating its 20th anniversary. This big milestone coincidentally happened during a year that is promising big growth and innovation for the industry.
Topics:
Edify
BCaaS
Communications Platform
UC Platform
Business Communications as a Service
Cloud
CX
Customer Experience
Customer Support
Customer Service
Customer Contact Week
CCW
CCWVegas19
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1 min read
On the Radar with Edify
Full Report Written by Mila D’Antonio, Principal Analyst, Customer Engagement
Topics:
PR
Edify
BCaaS
Communications Platform
Unified Communications
UC Platform
UC
Business Communications as a Service
Customer Experience
Huddle
OVUM
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2 min read
The Ideal Contact Center Solution
Written by Donna Fluss, President of DMG Consulting
5 min read
Edify Labs Announces General Availability of New Cloud-Native Business Communications Platform, Edify Huddle
Contact: Liz Cahill
Topics:
PR
Pricing
Edify
Business Communications as a Service
Cloud
CX
Customer Experience
Huddle
Press Release
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4 min read
Humans + Bots Create a Better Customer Experience
Topics:
Omni-Channel
ChatBot
AI
Artificial Intelligence
Agent
Edify
Call Center
Communications Platform
Cloud
CX
Customer Experience
Customer Support
Customer Service
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3 min read
BCaaS has Big Benefits
Topics:
Agent
Edify
Call Center
BCaaS
Communications Platform
Business Communications as a Service
Cloud
CX
Customer Experience
Customer Support
Customer Service
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3 min read
5 Ways to Provide Excellent Customer Support
Topics:
Omni-Channel
ChatBot
AI
Contact Center
Artificial Intelligence
Agent
Edify
Call Center
BCaaS
Communications Platform
Unified Communications
UC Platform
UC
Business Communications as a Service
Cloud
CX
Customer Experience
Customer Support
Customer Service
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6 min read
Looking Back at ICMI Contact Center Expo 2019
Topics:
Omni-Channel
ChatBot
AI
Contact Center
Artificial Intelligence
Agent
Edify
Call Center
Communications Platform
Unified Communications
UC
CX
Holistic Journey Mapping
Journey Mapping
Customer Experience
Journey Map
Data
CCExpo
ICMI
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