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.
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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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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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The Ideal Contact Center Solution
Written by Donna Fluss, President of DMG Consulting
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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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Three Tips on Leveraging Holistic Journey Mapping to Improve the Customer Experience
Topics:
Agent
Edify
Call Center
Communications Platform
Unified Communications
UC Platform
UC
Business Communications as a Service
CX
Holistic Journey Mapping
Journey Mapping
Customer Experience
Journey Map
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Disrupting the Status Quo -- Setting a New Standard for Communications Tech
The contact center landscape is changing as customers are increasingly demanding immediate, personalized service at any hour. There is constant talk around how hesitant some companies are to move to the cloud or make any changes at all to their communication solutions. Change can be overwhelming, but are they considering how much the right cloud-based platform will transform their business for the better?
Topics:
Agent
Edify
Call Center
BCaaS
Communications Platform
Unified Communications
UC Platform
UC
Business Communications as a Service
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Edify CEO Responds to Innovation in the Cloud-Based Contact Center Market
In a recently published review of the Contact Center market, DMG Consulting validated their historic predictions and stated their vision for the changes to come. DMG Consulting attributes the rapidly increasing growth in cloud solutions to the overall innovation by next-generation vendors.
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Cloud-Based Communication Platforms Improve the Customer Experience
If a customer has a problem, they expect a fast resolution any time of day or night. The combination of Machine Learning and cloud communications is making all kinds of customer experience strides possible.
Topics:
Machine Learning
ChatBot
AI
Contact Center
Artificial Intelligence
Agent
Edify
Call Center
BCaaS
Unified Communications
UC
Business Communications as a Service
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UCaaS vs. CPaaS: Do you have to choose one or the other?
Businesses need to be agile. Communication must happen instantly, when it counts the most, to really reach impact.
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What is a Messaging API?
An Application Programming Interface (API) permits two applications to speak to one another. APIs empower Unified Communication and Collaboration Platforms (UCCP). UCCPs bring forth information and functional accountability, allowing information to travel swiftly interdepartmentally.
Topics:
Agent
Edify
Call Center
BCaaS
Communications Platform
Unified Communications
UC Platform
UC
Messaging API
API
Business Communications as a Service
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What is a Unified Communications Platform?
Unified Communications includes everything a business needs to communicate with customers and teams, unifying all communication channels into one platform.
Topics:
Edify
BCaaS
Communications Platform
Unified Communications
UC Platform
UCaaS
UC
Business Communications as a Service
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A New Pricing Model for a New Communications Platform
Pay only for what you use, without the complexity of capacity forecasting, long-term contracts or minimum commitments.
Traditional communications platforms feature confusing and problematic pricing models, whether it be flat named user, concurrent user, or usage-based pricing. They are overly complicated and have many hidden fees. With flat named user pricing, companies have to buy a license for every person and experience a lot of waste between multiple shifts and part-time employees. Seasonal spikes are impossible to predict and plan for financially. With concurrent user pricing, you pay for several users’ access for the price of one, but are left with complicated matrix tables to compute your costs. Who can log-in when, and how can your finance department accurately predict usage?
Topics:
Pricing
Contact Center
Edify
Call Center
Pricing Model
BCaaS
Communications Platform
Unified Communications
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Artificial Intelligence & Machine Learning with Hammond: Delivering The Next Level of Omni-Channel
We believe the next “channel” of a modern omni-channel solution is the addition of Artificial Intelligence (AI) and Machine Learning (ML) to supplement the overall user experience.
Topics:
Hammond
Machine Learning
Omni-Channel
ChatBot
AI
Contact Center
Artificial Intelligence
Coaching
Agent
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Edify Labs Launches New Global Business Communications Platform at Enterprise Connect 2019
Highly Configurable Communications Platform Reaches Beyond Channels and Across Teams, Elevating and Streamlining the User and Customer Experience
March 18, 2019—Enterprise Connect, Orlando—Today, Edify Labs (
edify.cx) reveals its global business communications platform, Edify, which redefines the way businesses manage customer experience (CX) and internal cross-team collaboration. Edify Labs is showcasing its product for the first time at Enterprise Connect 2019, Booth #1327.
Edify is a cloud-based business communications tool that combines the core functionality of Communications Platform as a Service (CPaaS), Contact Center as a Service (CCaaS), and Unified Communications as a Service (UCaaS)/PBX platforms with customer success tools. It is the first and only platform to offer complete Business Communications as a Service (BCaaS) functionality in a single tool with a single dashboard from a single vendor.
“As customer service, proactive customer engagement, and back-office needs converge, Edify has created a new way for organizations to ensure customers get what they need across all channels in the sales and service cycle—powered by a single workflow,” said Blair Pleasant, co-founder of BCStrategies and founder and analyst at COMMfusion. “The Edify platform unifies entire workforces on a common platform, and enables users to transition seamlessly between communication touch points, mediums, and methods, giving customers more control and continuity.”
“For years, businesses have been forced into a corner—paying millions of dollars a year to maintain legacy on-premise solutions which lack key functionality and the holistic perspective today’s marketplace demands. That’s why we created Edify,” said Edify co-founder, Cameron Weeks. “Before now, there was an enormous capability gap between new solutions designed for small businesses and legacy industry solutions designed to support the enterprise. Edify is an innovative, flexible and reliable proprietary communication platform that can revolutionize business communications - both customer-facing conversational CX as well as what goes on behind the scenes.”
The Edify global Business Communications as a Service (BCaaS) platform combines internal collaboration, contact center and UC functionality with customer success tools and modern machine learning enhancements to give users the unprecedented flexibility to stretch communications from the C-Suite to marketing executives to developers, all inside the same ecosystem. This leads to higher productivity, lower technology and staffing costs, and greater overall efficiency without sacrificing quality.
Edify users can expect to benefit from myriad features and functionality, including:
- Full customizability and seamless scalability
- Channel-agnostic cross-department collaboration
- Frictionless transfer between bots and humans
- Real-time streaming data for voice, video, chat and screen sharing
- Real-time communication APIs for voice, video, messaging and machine learning-
- powered trend analysis
- Contact center functionality including ACD, omni-channel, coaching and training
- Customer engagement behavior and history tracking, Knowledge Base and chat bot
- Edify’s own proprietary UC/CC application, Communication API Platform, and Telecom Network
- Simple pricing model
- 100% Service Level Agreement (SLA) financially-backed -- the most inclusive SLA in the industry
- Certifications: PCI, HIPAA, ISO: 270001, SOC 2, GDPR
- One Cloud: Globally available with 12 Global Data Regions
- Reliability: Financially backed uptime and AES 256-bit encryption
“We had a vision and we brought it to life with Edify - a platform we know speaks for itself and will give the established players a force to contend with,” said Edify co-founder, Bracken Fields. “The team at Edify believes so strongly in the software, we want everyone to try it with no barriers to entry. This is why we’re offering customers their first five users for FREE—forever. Once people get their hands on it, there will be no turning back.”
Platform Costs
- Collaboration: Unite the entire team on a single platform for $10 per user per month
- Engage: Predictable usage-based billing for $6 per user per day
- Engagement ML: Pay only for the days your agents work for $7 per user per day
Visit Edify at Enterprise Connect
Edify is showcasing its new platform at Booth #1327. Visit for demos and to speak with the team behind the innovation. As of today, the Edify platform is available in a limited private release. Users can request access online at edify.cx. The full General Availability release is set for Q2 2019.
About Edify Labs, Inc.
Edify Labs is the creator of Edify -- the complete Business Communications as a Service (BCaaS) platform that makes it easier to communicate with customers and internally across teams. For more information, visit edify.cx.
