Edify Earns Top Customer Satisfaction Scores in DMG Consulting Contact Center Report

Jan 13, 2021 1:00:00 PM

Contact: Liz Cahill for Edify Labs

LCahill@edify.cx

 

January 13, 2021—Santa Monica, CA—Today, Edify Labs (edify.cx), the software company that’s redefining the way businesses manage customer engagement and cross-team collaboration, announced that it received top customer satisfaction scores in the 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report by DMG Consulting. Edify earned the number one spot in several customer satisfaction categories, including overall vendor satisfaction, product capabilities, and product platform capabilities.

“The CCaaS market is on fire, fueled by the COVID-19 crisis,” said Donna Fluss, President, DMG Consulting LLC. “Brands that are applying the lessons learned from the pandemic to accelerate their digital transformation will be better positioned to thrive in the future; one that will include work-at-home agents supported by cloud-based contact center solutions.”

“We’re on a mission to change customer service for the better, once and for all, and this DMG Consulting report is evidence that we are well on our way,” said Cameron Weeks, CEO and co-founder, Edify Labs. “Employees should love their work and customers should love the brands they do business with. Having the right software is a massive part of achieving both of those things and we are thrilled our customers agree.”

On an annual basis, DMG Consulting conducts independent customer satisfaction surveys to measure end-user satisfaction with vendors and their products, as well as their service, support, professional services, training and innovation. Of the nine leading and contending cloud-based contact center infrastructure vendors covered in-depth in DMG’s report, Edify achieved the top customer satisfaction score in 11 of the twelve vendor categories surveyed, including a perfect score in the following 10 areas:

  • Current product
  • Professional services
  • Training
  • Ongoing service and support
  • Innovation
  • Communication
  • Responsiveness to product enhancement requests
  • Ease of doing business with the vendor
  • Product pricing
  • Overall vendor satisfaction

 

For Product Capabilities, Edify was in first place, overall, including a perfect customer satisfaction score in four of the seven categories evaluated. In regards to WFO Capabilities, Edify also came in first, achieving the top score in four areas, including 2 perfect scores for omni-channel quality management/coaching and surveying/voice of the customer (VoC) capabilities. Finally, in the Product Platform Categories, Edify was the overall customer satisfaction leader of the nine featured vendors, and earned the top score in 11 of the 12 categories, including perfect scores in 10 different areas.

For more details and to receive a partial reprint of the report, please click here.

About DMG Consulting LLC

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of acquiring, operating, optimizing, developing and investing in the customer experience (CX) and its enabling technologies. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. Its annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce optimization (WFO) and more, yield the accurate market sizing, trend identification, growth predictions, functional capabilities and pricing that DMG’s global clients rely on to make critical business decisions. More information about the 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report, which was released in December 2020, and DMG Consulting is available at dmgconsult.com.

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 contact center (CC), unified communications (UC), and real-time 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.

Liz Cahill

Written by Liz Cahill

Recognized as one of PR Week's “Ten Rising Stars” in 2005, Liz Cahill has been working in the public relations industry for more than two decades with a focus on technology and lifestyle. During this time, Cahill has partnered with clients big and small, working on strategy development, message creation, media outreach, social media programming, event planning, ghostwriting, and pretty much anything else her clients throw at her. Originally a “Jersey girl,” Cahill has lived in Boston, New York City, and Los Angeles. She currently resides outside of LA with her husband, daughter and twin sons.