Contact: Liz Cahill for Edify Labs
Agents can now update their own scripts as an interaction unfolds in order to provide a more customized, accurate, and elevated customer experience than ever before
November 11, 2020—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 its Workflows tool, included as part of Edify Huddle, has been upgraded with new dynamic scripting capabilities. Contact center agents are now guided in customer interactions through scripts that dynamically update in real time based on information provided by the customer. As a result, agents can continue to cover key points throughout the interaction and deliver a much richer, highly personalized experience to customers.
“Before Edify’s Dynamic Scripting, changes to agent scripts required programming. Now, using Edify’s Workflows tool with its drag and drop interface, no coding is needed,” said Cameron Weeks, co-founder and CEO of Edify. “We created a dynamic scripting tool that gives agents access to scripts that update in real time in order to deliver truly specific, personalized experiences. Customers leave feeling more satisfied, and agents are more confident and happier. It’s a win all around.”
Weeks continued, “Beyond the benefits above, businesses benefit from major savings. We estimate that call centers with 150 agents will save upwards of $50,000 per year. On top of the financial benefits, there are major efficiency perks too as users can finally have full ownership of updating and modifying scripts - without having to be a tech expert or developer.”
The Benefits of Dynamic Scripting
Customers deserve immediate and accurate information and answers, which can be a challenge when agents are required to use static scripts that lack the flexibility needed to adapt to the conversational detours that are a natural part of customer interactions. Using Edify’s intuitive, drag-and-drop Workflows design tool, it’s easy to build out scripts that update in real time. No coding, no additional fees, and no reliance on third party vendors.
Edify’s Dynamic Scripting enables interactions to flow more naturally as agents’ scripts change depending on customers’ needs, choices, delivery address, preferred shipment speeds and more. Agents can now personalize every interaction without fumbling for the right words or scrambling to look up information. Dynamic Scripting exemplifies how Robotic Process Automation (RPA) can be leveraged in the contact center to deliver the customized interactions that today’s customers demand.
Edify Huddle is the only platform that unites contact center (CCaaS), unified communications (UCaaS), and real-time communications (CPaaS/API) functionality in a single, cloud-native software solution that lets users move seamlessly among channels within one conversation. This frictionless movement between interaction modes gives agents the ultimate flexibility to serve customers faster and more completely, within a single pane of glass. Huddle ML delivers comprehensive cloud-native omnichannel business communications with machine learning for $7 per agent/day. Huddle Office delivers unified business communications for $10 per user/month.
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-native solution with five free users forever, global availability, real-time redundancy, usage-based pricing, and a 100% SLA uptime guarantee. Learn more at edify.cx.