Playing Nice with Others

Sep 14, 2020 9:05:00 AM

Contrary to the title, what you’re about to read isn’t related to team building. Instead, I want to discuss how various technologies must play nice with one another, why it’s important, and how it impacts organizations. That’s right, some technologies work well together and some just don’t -- no matter how hard you try or how savvy your IT team may be. 

COMMUNICATION IS IMPORTANT

When we think about how to be a good teammate at work, a lot of what determines the success of our relationships with our colleagues ultimately depends on how effectively everyone communicates with each other.

Listening to and being considerate of others’ ideas, while being mindful not to interrupt when someone else has the floor, are critical components of effective communication and play major roles in helping teams run smoothly. And, just like members of a team, the same can be said of technology: the more effectively and easily technologies can communicate, the more smoothly an organization will run.

...AND DATA IS CRITICAL

Think about all the data an organization needs to process in order to be successful. Leaders constantly need answers to questions like: how is sales forecasting for the quarter, how many marketing qualified leads has the team generated, and how are we doing in terms of customer renewals and churn? And team managers need to know the progress of projects, marketing teams need to know which campaigns are generating interest...the list of data needs goes on and on.

One of the biggest sources of this data is the contact center. Contact center data tells a business: how often customers are reporting issues, how many customers call in with the same question, what channels their customers prefer, and when they do contact the team how well would they rate their experience. Now imagine if this highly valuable data and information -- that’s gathered with the technology that runs the contact center -- were readily available. If we all had quick and easy access to the information and insight we needed to do our jobs well, the experience would be better for everyone.

ENTER EDIFY!

Edify is the new kid in the sandbox who really knows how to share -- contact center technology that plays nice by communicating easily and effectively with other systems. Additionally, Edify makes it possible to get all the data you need (and then some). Edify knows that communication is important and that data is critical and was designed to address both needs.

Edify was built from the ground up, with a foundation of REST APIs. When compared to other web services, REST APIs are easier to build and scale which means adding features and functionality to Edify itself is much easier. For the end-user, REST APIs are far simpler to use which means contact center data is readily available. 

BUILDING BLOCKS ALONE ARE NOT ENOUGH

We believe it's not enough to simply provide a box of contact center building blocks with no instructions. It’s like getting IKEA furniture without the 8-page step-by-step instructions and hex keys. Who would ever figure it out? And how long might that take someone?

Edify's intuitive user interface strikes a perfect balance between having a straightforward interface that is very easy to navigate while also providing the tools necessary to extend the application in ways that are tailored to your company, supporting not just the contact center but the organization as a whole. Customers shouldn’t have to build their own contact center solution from scratch, but they should have the ability to make the tweaks and modifications needed to address their unique needs. 

SOLUTIONS SHOULD BE SIMPLE

One of Edify’s biggest differentiators is providing access to the knowledge base right inside the app. This saves agents from having to shuffle around through various browser tabs and multiple apps to find the best way to reset a customer’s password, for example. 

We know that organizations spend a considerable amount of time building their internal knowledge base and moving to something else seems daunting. So, we thought we’d make it easy. Edify’s open APIs allow external knowledge bases to easily be transitioned and available in Edify right where agents are handling interactions.

Organizations typically create and update their employee accounts in a directory or HR system; unnecessary work is created when accounts for those individuals have to be created in other systems that they’ll be using. With Edify’s APIs, platform administrators can create and update user accounts and manage employee accounts all from a central location. So, when a new contact center agent is created in a company’s HR system, that new user is already built with the necessary permissions in Edify!

This efficiency extends to marketing departments as well. All of the communication types that flow through Edify are triggered by an API. So, when a marketing team registers a new qualified lead from a recent event, for example, Edify’s voice API can be triggered, creating a call to be made by the sales team. 

EXPERIENCE IT FOR YOURSELF

At Edify, we pride ourselves on our transparency. It’s why we post our pricing online. It’s also why we provide access to our API documentation online. We don’t want companies to just take our word for it -- we want people to experience the power of Edify for themselves. Our sandbox environment allows everyone to try out the platform with five users at no cost.

Take a look at the presentations I gave recently on this topic (and others), giving a demo of how Edify’s APIs can be used to communicate effectively with other systems in real-time. See just how easily users can enhance and customize their own apps and communications systems with our software tools, open APIs, sample code, and pre-built apps. Reach out if you have any questions!

Andrew Larty

Written by Andrew Larty

Andrew Larty is the Senior Client Operations Manager at Edify. As an experienced contact center consultant, and a customer himself, Andrew leverages his industry knowledge and empathy to help companies create effortless customer experiences. Learn more here.