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 Omdia (formerly Ovum) regarding vendors who bring innovative ideas, products, or business models to their markets. This publication focuses on Edify's innovative business communications as a service (BCaaS) 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 machine learning (ML) 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 Omdia'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.