Full Report Written by Mila D’Antonio, Principal Analyst, Customer Engagement
Edify's Huddle platform unites customers and teams along journeys
On the Radar is a series of research notes by Ovum regarding vendors who bring innovative ideas, products, or business models to their markets. This publication focuses on Edify's innovative business communications service platform, Huddle, and how it simplifies and unifies omnichannel engagement.
Huddle combines unified communications (UC), communications platform-as-a-service (CPaaS), and contact center (CC) support in one environment, with artificial intelligence (AI) embedded at the core. The integrated platform enables intelligent routing across the enterprise, improves decision-making by matching customers to the appropriate contact without handoffs, and extends access to enterprise databases to all employees across the enterprise regardless of location or role.
Key messages include:
- Edify's Huddle offers a unified platform for both agent/customer communication and team collaboration.
- Employees will gain broader access to data.
- Machine learning is built into the core for intelligent routing and analysis of real-time data.
Read Ovum's view of the Edify platform and the subsequent recommendations for enterprises. Are you wondering why Edify should be on your radar? This in-depth report will tell you! Gain factual information about the company and highlights of the platform itself.
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