#contactcenterworld

Santa Monica, CA, USA, July 7, 2021 -- Edify Labs, a customer experience software company that makes business communications feel more like personal ones, announced that DRF Water Heating Solutions, a full-service provider of water heating, plumbing, and energy efficiency solutions for residential, multi-family, and commercial customers, is using Edify CX to fulfill its contact center (CCaaS) and unified communications (UCaaS) needs.

DRF offers 24-hour accessibility, 365 days a year. However, DRF was looking to update its contact center in order to become more efficient, which included adding a more automated process as agents switched between multiple platforms during customer interactions. The company previously used a third-party API for SMS and instant messaging which lacked critical coaching functionality and put the brand at a disadvantage with respect to customer experience.

Edify CX resolved these issues by delivering the tools, support, and real-time customization capabilities that DRF needed to elevate the way its contact center team interacts with customers and the way its employees interact with each other.

"Our previous contact center platform was prohibiting us from giving our customers the level of service they deserve. Edify enables us to deliver exceptional experiences every day and with every interaction," said Chris Barclay, IT Support Technician at DRF. "We now have modern self-service tools so our customers can get quick answers and our agents are free to manage complex issues. We also have the automation, reporting, analytics, and coaching tools that allow us to make the right business decisions at the right time for our agents and our customers. And best of all, everything happens on one platform, in one window. The ease-of-use is unparalleled."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com

Date Posted: Thursday, July 8, 2021