Edify Huddle Named a Finalist in the CRN 2020 Tech Innovation Awards

By Liz Cahill

Edify Huddle has been listed as a finalist in CRN’s Tech Innovator Awards. This annual program recognizes the most...

Battling Burnout in a Work-From-Anywhere World

By Kendal Rodgers

Unified communications can eliminate the distance for distributed teams, boosting productivity and engagement. But...

Edify Huddle to Offer Dynamic Scripting Within Its Workflows Tool

By Liz Cahill

Edify announced that its Workflows tool, included as part of Edify Huddle, has been upgraded with new dynamic scripting...

Why Unified Communications Should Be Your Next Priority

By Kay Phelps

To survive the pandemic and emerge stronger than before, businesses must adopt cloud-based unified communications that...

Data doesn’t show emotion. Customer surveys do.

By Kay Phelps

Customer surveys can be a powerful tool for any business. Here are tips on how to design a proper survey that gives...

Beyond the Contact Center: Every Employee Impacts the CX

By Liz Cahill

Gain insights on the CX and EX, the evolution of the contact center, employee engagement and retention, and the growing...

How to Keep Customers and Employees Engaged During a Pandemic: Part 2

By Kendal Rodgers

It’s critical to put extra emphasis and focus on the employee experience now. If you're trying to keep employees...

How to Keep Customers and Employees Engaged During a Pandemic: Part 1

By Kendal Rodgers

Discover simple and effective ways to keep customers and employees engaged with your business in the COVID-19 era and...

Ditch the Script? Agent Empowerment Improves Customer Service

By Kay Phelps

There are risks - and challenges - associated with traditional agent scripting. Find out the benefits of dynamic...

Edify Labs Receives 2020 Customer Experience Innovation Award from CUSTOMER Magazine

By Liz Cahill

TMC has named Edify Huddle as a 2020 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.

Customers Have Been Complaining Since 1750 B.C.

By Carol Gold

It's National Customer Service Week, celebrating customer service professionals and increasing awareness of how vital...

It’s Time to Close the Gap

By Kendal Rodgers

Customer service affects everyone, yet the experience we have with brands lags far behind the communications...

The Pandemic Effect: A Business Creativity Boom

By Candace Sheitelman

One of the pandemic's biggest effects is The Creative Pivot. It's the very best of what people and companies have to...

What is Multi-cloud and Why Does it Matter?

By Kay Phelps

A new terminology misunderstanding is emerging: multi-cloud. There's a lot of confusion about multi-cloud - what it is,...

Five Tips to Enhance Your Kid's e-Learning Experience

By J.P. Dundas

For students completing the school year from home, here are five tips to enhance the e-learning experience.  

PlanetOne Joins Edify Channel Partner Program as National Master Agent

By Liz Cahill

PlanetOne has joined the Edify Channel Partner Program as a National Master Agent. 

Unified Communications: Your Employee and Customer Experience Depends on It

By Kendal Rodgers

Unified Communications impacts the experience you deliver to employees and customers. Read why.

Playing Nice with Others

By Andrew Larty

Let's explore how various technologies must play nice with one another, why it’s important, and how it impacts...

Why Move Your UC to the Cloud?

By Kay Phelps

On-premises solutions can't give your business the functionality it needs. See how a modern UCaaS (Unified...

The Ultimate Glossary for Contact Center Terms

By Liz Cahill

The contact center industry has an endless array of terms and acronyms, so we've created a glossary full of the most...

Edify: One of Indiana's Best Places to Work

By Liz Cahill

In February it was announced that Edify was recognized by the Indiana Chamber of Commerce as one of the Best Places to...

Thought Bubbles Q&A: Discussing Contact Center Basics

By Cameron Weeks

Edify CEO and co-founder Cameron Weeks discusses contact center technologies and features, like the changing face of...

When World-Class Providers Come Together

By Kendal Rodgers

Watch Melissa Rubsam and Ashley Johnson discuss how MicroCorp and Edify's new partnership will help companies take...

Give Agents a Remote High-5: How to Engage Your Remote Workforce

By Kay Phelps

Distractions abound when working from home. How can you keep agents engaged? See the success stories shared during our...

Why Customer & Employee Experience is Even More Important During COVID-19

By Kendal Rodgers

Edify hosted a Twitter Chat recently, and here’s what people had to say about customer experience (CX) and employee...

The New WFH: From Want to Need

By J.P. Dundas

As strategic partners, we have the tools, the insight, and the power to help companies plan better for how things are...

The Ultimate Glossary for Coaching and Training in Contact Centers

By Liz Cahill

Agent training is crucial to ensure all customer service interactions are great. This glossary dives into all the key...

Sandler Partners Joins Edify Channel Partner Program as National Master Agent

By Liz Cahill

Sandler Partners, America’s fastest-growing distributor of connectivity and cloud services, has joined the Edify...

MicroCorp is the Latest Master Agent to Join the Edify Channel Partner Program

By Liz Cahill

MicroCorp, a leading national master agent in channel partner support for agents, MSPs, and VARs, has joined the Edify...

Why “Safety First” Should Be Your New Customer And Employee Experience Mantra

By Dan Gingiss

In the COVID-19 era, “safety first” is one of the key mantras for both customer experience and employee experience....

The Employee Experience: It’s Time to Re-Strategize

By Kendal Rodgers

2020 had a big impact on the employee experience (EX). Check out our comprehensive guide to begin focusing on your...

Employee Engagement: 5 Lessons from a Pandemic

By Candace Sheitelman

Edify CMO explores the topic of employee engagement in the August issue of Contact Center Pipeline, offering...

Partners and The Key to Growth

By J.P. Dundas

At Edify, we’re committed to arming our partners as if they’re our own salespeople. Our training and certification...

Agents still at home?! Here’s how to keep them engaged.

By Kay Phelps

Since opportunities for distraction abound at home, your customer service agents may be struggling to stay engaged. The...

The Power Of A Connected Customer Journey

By Kendal Rodgers

Covid-19 brings unforeseen complexity to the customer journey that business owners must address. Edify co-founder and...

The Ultimate Outbound Dialing Glossary

By Edify

When agents and customers to interact, it’s either an inbound or outbound communication. This glossary is dedicated to...

Edify Receives 2020 Contact Center Technology Award from CUSTOMER Magazine

By Liz Cahill

TMC has named Edify Huddle as a 2020 Contact Center Technology Award winner, presented by CUSTOMER magazine.

Outbound Dialing Done Right (Or Else)

By Candace Sheitelman

Outbound dialing to customers is often necessary, and call center dialers can actually reduce agent effort and increase...

Cloud Concepts Joins Edify Channel Partner Program as National Master Agent

By Liz Cahill

Cloud Concepts, Corp., a full service, boutique Master Agency dedicated to the customer experience, has joined the...

Thought Bubbles Q&A: CX and Relationship Building

By Cameron Weeks

See what Edify CEO and co-founder Cameron Weeks had to say recently about customer experience and relationship building.

The Agent Experience Matters More Than You Think

By Kendal Rodgers

We talk a lot about how today’s customers demand an omnichannel experience. What we forget to talk about sufficiently...

How to Create a Policy Statement for Work-at-Home Agents

By Kay Phelps

Let’s take a look at some of the topics you’ll want to address in your policy statement when launching a work-from-home...

Tech Trends on the Rise Since COVID-19

By Liz Cahill

The global chatbot market is expected to grow nearly 30% annually to $9.4 billion by 2024. See what other tech trends...

Telarus Joins Edify Channel Partner Program as National Master Agent

By Liz Cahill

Telarus, LLC., the largest privately-held distributor of business cloud infrastructure and contact center services in...

Customer Inclusiveness Imperative: The ROI of Closing The Experience Gap

By Stephanie Thum

Explore how inclusive mindsets, practices, and business approaches can be interwoven into a customer experience mindset...

PeakView Joins Edify Channel Partner Program

By Liz Cahill

PeakView, a proven industry-leading cloud adoption consulting firm with a focus on cloud contact center technology and...

The Omnichannel Experience: Your Agents Deserve It Too

By Kendal Rodgers

The customer experience you deliver depends entirely on the capabilities you provide your contact center agents. Giving...

Thought Bubbles Q&A: Customer Churn

By Andrew Larty

Edify's Senior Client Operations Manager sheds light on what steps to take to reduce customer churn and how to adapt...

A New Approach to Customer Care

By Dennis Wakabayashi

As leaders, we needed a new approach to customer care and new tools to really give customers the experience they demand...

Thought Bubbles Q&A: Artificial Intelligence

By Cameron Weeks

The utilization of AI throughout contact centers is ever-expanding. Read about the use-cases and whether it's a big...

The Quest for Customer Loyalty

By Kendal Rodgers

Think holistically, empower your contact center with an omnichannel platform, and take a deeper dive into the customer...

Too Much Like Hard Work...

By Edify

Reducing customer effort is a priority for contact centers. And the technology exists for effortless omnichannel...

Multichannel vs. Omnichannel & Why It Matters

By Edify

Brands need to engage with customers on all channels in a way that is consistent and seamless. To do this, companies...

Change the Channel: Is SMS in Your CX Plan?

By Candace Sheitelman

Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being...

Customer Service of the Future

By Kendal Rodgers

We know there is really only one way to ensure a customer’s experience is smooth and efficient whether the customer is...

Thought Bubbles: Episode 2

By Kendal Rodgers

Episode 2 will explore the world of machine learning, customer experience, and the contact center. Hear about some of...

Straight Talk with Omdia: Digital Business Agility a “Necessity”

By Candace Sheitelman

Read what Omdia has to say about the necessity of digital ability.

Pandemic Proves the Flexibility of CCaaS Solutions

By Donna Fluss

If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus...

Day 33 of Quarantine

By Kendal Rodgers

Edify adapted to new working conditions quickly and smoothly; I know our tech-forward mindset has been a huge asset....

Machine Learning is the Real Buzzword of 2020

By Liz Cahill

Read Edify CEO Cameron Weeks' article for Forbes Tech discussing why machine learning is the real buzzword of 2020,...

TCG Joins Edify Channel Partner Program as National Master Agent

By Liz Cahill

Telecom Consulting Group (TCG), a national master agency, has joined the Edify Channel Partner Program as a Master...

Machines + Humans: The Next Chapter

By Liz Cahill

Machine learning can empower human workforces and boost customer experience, which is why this self-service technology...

Cloud Services Expert Zamm Advisors Joins Edify Channel Partner Program

By Liz Cahill

Zamm Advisors, a leading cloud services agency that helps businesses of all sizes save time and money on cloud services...

Thought Bubbles: Episode 1

By Kendal Rodgers

Watch the first episode of our brand new video series, Thought Bubbles, where thought leaders discuss customer...

Cloudlinx Joins Edify Channel Partner Program

By Liz Cahill

Cloudlinx, a strategy advisor for organizations looking to make a CCaaS purchase, is the latest company to join the...

Be a Helper - 20 Ways to Start

By Candace Sheitelman

The list of challenges in the world right now feels endless. Combat those feelings of helplessness by being a helper....

Ask a CTO: Exploring the Contact Center's Biggest Problems

By Kendal Rodgers

CTO Bracken Fields talks about pains in the contact center, why point solutions fail both employees and customers, and...

Practical Advice for Working Remotely

By Kendal Rodgers

With the current global crisis that’s dominating all of our day-to-day lives worldwide, being able to work from...

Work from Home Buyer's Guide

By Candace Sheitelman

We've pulled together product recommendations to quickly set up a home office that works.

How to Win at Managing a Remote Workforce

By Kendal Rodgers

Check out our latest paper, detailing four key things that will help you win at managing a remote workforce and will...

Managing Through a Crisis with Technology

By Cameron Weeks

The coronavirus (COVID-19) outbreak is disrupting entire nations and industries worldwide. Planning for unforeseen...

Why Edify in 5 Minutes

By Kendal Rodgers

TMC’s Rich Tehrani speaks with Cameron Weeks, CEO of Edify, at the Tech Super Show 2020 in Ft. Lauderdale FL to discuss...

Ask a CTO: Moving to Cloud Solutions

By Kendal Rodgers

Curious about the hows, whys, and what-ifs behind moving your contact center business to the cloud? Edify’s own CTO...

The Urgency of Machine Learning in The Customer Experience

By Kendal Rodgers

Find out the do's and don't's of machine learning and self-service. We’re detailing ways you can better engage with...

Edify Labs Named a Best Places to Work in Indiana Company for 2020

By Liz Cahill

Edify made the list as one of the Best Places to Work in Indiana.

Edify Names Dave Woolwine Chief Revenue Officer

By Liz Cahill

Edify names Dave Woolwine its new Chief Revenue Officer. Woolwine brings two decades of technology and sales expertise...

Edify Names J.P. Dundas Vice President, Channel Sales

By Liz Cahill

Today, Edify Labs named J.P. Dundas its new Vice President of Channel Sales. Dundas brings more than 15 years of...

Music City and Me: A CCW Nashville Recap

By Candace Sheitelman

Customer Contact Week Nashville was a great show. We met with companies and CX leaders across all industries who are...

The Fastest Glacier

By Candace Sheitelman

The contact center industry’s cumbersome yet mostly functional technology has stuck because there just haven’t been...

The Ultimate AI and ML Glossary

By Kendal Rodgers

Here’s the ultimate AI and ML glossary, defining all the commonly used terms, so you’ll never be confused again. From...

Megatrends 2020 -- A Recap

By Kendal Rodgers

Megatrends 2020 covered everything from AI and ML to voice technologies and advanced analytics. Here's a recap into...

Edify to Exhibit at Customer Contact Week in Nashville

By Liz Cahill

Attendees to experience demo of only cloud-native, fully unified CC+UC solution, and hear from Edify company leaders in...

AI and ML: They’re Not Interchangeable

By Candace Sheitelman

There are so many nuances and so many attributes to both artificial intelligence and its litany of subsets - including...

Edify Named One of The Best Places to Work in Los Angeles by Built In

By Liz Cahill

Built In named Edify as one of the Best Places to Work and Best Small Companies to Work for in Los Angeles.

Power to The People: 5 Ways to Elevate the Agent Experience

By Kendal Rodgers

Unless businesses start putting the employee experience at the top of the list, the customer experience will never...

Workplace Wellness 2020: A Trend We Can Get Behind

By Liz Cahill

It’s a new year and not surprisingly, the number of articles theorizing about the next hot business trends are...

CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards

By Liz Cahill

TMC's Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering...

What’s Ahead for 2020 CX? I Asked My Favorite Thinkers...

By Candace Sheitelman

I’ve had entirely too many customer experiences in the last month. I have many thoughts on the experiences I had with...

2019: Edify’s Year in Review

By Kendal Rodgers

With purpose, vision, passion, and amazing leadership, 2019 has been an unforgettable year. Here's a look back at all...

A Fly on the Wall

By Kendal Rodgers

Our attendance at so many events means we got to observe the shared pain points felt by everyone in the contact center...

Collaboration: The Secret to Creating a Winning CX

By Liz Cahill

Customer service reps perform best when being collaborative, yet so many businesses fail to enable agents to do so....

If You Don’t Know Me By Now…

By Candace Sheitelman

As a consumer, what I want from the brands I patronize has changed so much over the last five years. Yet the technology...

4 Ways To Improve Contact Center Culture

By Kendal Rodgers

Customer service representatives face high-stress, long hours, seasonal fluctuations, limited opportunities for...

ICMI Connections Chicago -- A Recap

By Candace Sheitelman

The ICMI Connections Expo Hall was hot with customer experience leaders looking to grow, learn, and evolve the way they...

Edify Labs Exhibiting at ICMI Contact Center Connections Chicago

By Liz Cahill

Edify Labs is excited to announce its presence at this week’s ICMI Contact Center Connections event in Chicago.

In the Age of Automation and Big Data, Sometimes It's The Little Things

By Kendal Rodgers

In today’s world, where everything feels so automated, the human touch and personalized service have become more...

Agents without scripts? It's time to have real conversations.

By Cameron Weeks

When consumers need to speak with a customer service agent to resolve an issue, they expect the experience to feel...

Machine Learning Q&A with Cameron Weeks

By Liz Cahill

We asked Edify co-founder and CEO Cameron Weeks why he believes so strongly in machine learning. Here is what he had to...

Is your vendor delivering? This checklist will help you decide.

By Kendal Rodgers

Use this free checklist from DMG when making the critical decision of business communications technology product...

Edify Partners with SolutionPop

By Liz Cahill

Edify Labs announces a new partnership with SolutionPop, a company that helps organizations improve the customer...

Edify Raises $10 Million Seed Funding

By Liz Cahill

Led By First Round Capital, Investment Among 2019’s Top 10 Largest Software Seed Rounds in U.S. and Globally 

Edify Names Chief Marketing Officer

By Liz Cahill

Edify Labs announces the appointment of contact center marketing veteran Candace Sheitelman to the position of Chief...

Customer Contact Week Austin -- A Recap

By Candace Sheitelman

It was a busy week at Customer Contact Week Austin. What we learned from the people we spoke with is that it’s time to...

Improve Your Customer Journey

By Kendal Rodgers

Your journey map needs to be ever-evolving just like your customers. Here are a few ways you can improve your journey...

Edify Receives 2019 Contact Center Technology Award

By Liz Cahill

Today, Edify Labs (edify.cx) announced that TMC, a global, integrated media company, has named Edify Huddle a 2019...

Edify Labs to Exhibit at CCW Austin

By Liz Cahill

Edify Labs to Exhibit at Customer Contact Week in Austin

Honestly… I Just Want to Lean Out

By Candace Sheitelman

Sales go up when customer effort goes down. The easier your brand is to do business with, the better. Therefore, every...

Want great CX? Trust your employees to do the right thing.

By Kendal Rodgers

Businesses like Amazon and The Ritz-Carlton are clear leaders in customer experience today and each is doing so in...

4 Tips for Managing a Remote Workforce

By Kendal Rodgers

Remote work benefits both employers and employees. Letting employees work remotely is the easy part, but learning to...

Weeks Named a Tech Leader on ICMI CX Movers & Shakers List

By Liz Cahill

Edify co-founder and CEO Cameron Weeks has been named a Technology Leader in ICMI’s second annual Customer Experience...

How to Fumble an Almost Perfect Customer Experience

By Kendal Rodgers

Like many other consumers these days, I prioritize brands by their customer service and reputation instead of basing my...

Why I’m So Into the New Era of CX

By Candace Sheitelman

Companies need to constantly be thinking about what their customers want and need because it’s changing by the year, by...

Emotion Detection--Your CX Can’t Survive Without It

By Kendal Rodgers

Emotions determine brand loyalty and, vice versa, customers’ likelihood of churning. Thanks to developments in emotion...

Building a Customer-First Culture: 3 Things To Do

By Phil Hamburg

“Customer-first culture” means something different to every organization based on priorities and differentiators. The...

Omnichannel Has a Better Shot with Cloud Solutions

By Heather Webster-Turbeville

Omni-channel has been a dream in the unified communications space for a long time now, but it’s been a struggle for...

Customer Contact Week Vegas - A Recap

By Kendal Rodgers

Last week, the Edify team flew to Las Vegas for Customer Contact Week (CCW)--the world’s largest customer contact...

Omdia's On the Radar with Edify

By Mila D’Antonio

Read Omdia's view of the Edify platform and the subsequent recommendations for enterprises. Are you wondering why Edify...

The Ideal Contact Center Solution

By Donna Fluss

What would it take to make the perfect contact center solution? There has to be a way of creating a contact center...

Edify Labs Announces General Availability of Edify Huddle

By Liz Cahill

June 26, 2019—CCW, Las Vegas—Today, Edify Labs, the customer experience industry’s newest competitor, announced the...

UC is Essential for Your Employees

By Kendal Rodgers

Adopting a truly unified communications (UC) strategy will benefit your business and your customers in so many ways....

Humans + Bots Create a Better CX

By Kendal Rodgers

What do customers remember the most about your brand? It’s probably the level of service you provide. And what’s one...

Why BCaas has Big Benefits for Companies

By Kendal Rodgers

BCaaS combines the core functionality of CPaaS, CCaaS, and UCaaS/PBX platforms with customer success tools. The right...

5 Tips for Excellent Customer Support

By Kendal Rodgers

Here are 5 ways your business can provide excellent customer support. Empower your call center agents to better serve...

Looking Back at ICMI Contact Center Expo 2019

By Kendal Rodgers

Having a contact center is running a business within a business. The 2019 ICMI Contact Center Expo was held May 13-15...

Why Contact Centers are Moving to the Cloud

By Kendal Rodgers

Contact centers are moving to the cloud. Some have already migrated and others are in the process of doing so. But not...

Edify Labs Exhibiting at ICMI Contact Center Expo

By Liz Cahill

Edify is showcasing its new platform that empowers organizations to differentiate, elevate, and streamline their user...

The Power of Data in Delivering a Great Customer Experience

By Kendal Rodgers

The customer experience (CX) is becoming one of the biggest influencers on consumer purchasing behavior. Part of...

Three Tips on Leveraging Holistic Journey Mapping to Improve the Customer Experience

By Kendal Rodgers

Journey mapping is a visual representation of each and every experience your customers have with your business or your...

Disrupting the Status Quo - Setting a New Standard for Communications Tech

By Kendal Rodgers

An overwhelming amount of businesses still lack the tech they need to meet the ever-changing demands of omni-channel...

Edify CEO Responds to Innovation in the Cloud-Based Contact Center Market

By Cameron Weeks

DMG Consulting validated historic predictions of the Contact Center market and stated their vision for the changes to...

Cloud-Native Solutions Improve the Customer Experience

By Kendal Rodgers

Robust, cloud-native, next-gen platforms with advanced capabilities are emerging... and combining machine learning with...

UCaaS vs. CPaaS: Do you have to choose one or the other?

By Ty Givens

The most distinct differences are the core audiences. UCaaS is geared towards internal business processes, while CPaaS...

What is a Messaging API?

By Ty Givens

Well-built APIs allow businesses to add real-time communication functions to their systems in minutes, without having...

What is a Unified Communications Platform?

By Ty Givens

Unified Communications is everything a business needs to communicate with customers & teams, unifying all communication...

A New Pricing Model for a New Communications Platform

By Kendal Rodgers

Edify Pricing, Free users, $10 credit

Artificial Intelligence & Machine Learning with Hammond: Delivering The Next Level of Omnichannel

By Kendal Rodgers

Machine learning and artificial intelligence (AI) powered smart bot in a modern omnichannel solution boosts the...

Edify Labs Launches New Global Business Communications Platform at Enterprise Connect 2019

By Liz Cahill

Veteran cloud customer experience leaders Cameron Weeks and Bracken Fields launch a new venture with Edify