#contactcenterworld, @edifycx

Edify Labs (edify.cx), announced the general availability of Edify Huddle, a cloud-native Business Communications as a Service (BCaaS) platform that combines unified communications, contact center software, and real-time communications API capabilities in a single solution. 

"In a world where customer service is critical to business success, organizations of all sizes need to make CX a top priority. Companies that make it easy for their customers and prospects to conduct business and truly delight them are more likely to retain customers and enhance their brand image. Delivering an outstanding customer experience requires the right combination of technology, people, and processes, all of which must be flexible, agile, and responsive to customer needs. The new generation of platform-based contact center infrastructure solutions—automatic call distributors (ACDs) and dialers that come with an open integration layer—position organizations to rapidly respond to changing market dynamics so that they can deliver a consistently outstanding CX."

- Donna Fluss, president of DMG Consulting LLC

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"For more than two decades, vendors have sold the idea of unified solutions. In all this time, some have inched along the path but no one has ever gone the distance to deliver on the promise of real, wholly unified, cloud-native contact center + UC + API. That’s why we’re launching a brand new platform into a mature market. Finally, on this 20th anniversary of CCW, we are giving companies what they’ve always needed and asked for: the tools to bring their people together as if they’re under one roof, and to engage customers via any and every channel inside of a single interaction. Companies are beyond ready to do things differently, to work smarter, to make jobs better for their employees, and life better for their customers—which ultimately makes the bottom line stronger. We’ve removed all of the risk, the barriers, the fear, the messy integrations, confusing pricing, clunky servers, and disparate views into what agents, employees, and customers need, want, and do. Now, there’s Edify Huddle."

- Cameron Weeks, co-founder and CEO, Edify Labs

"Edify Huddle holistically addresses the full scope of the modern customer journey. This platform ensures front-line contact center agents have the support, knowledge, and expert back-up they need in a single-view ecosystem to deliver a stellar customer experience every time. The simple breakthrough of allowing a customer to send a picture of their issue to a voice-based conversation has the ability to dramatically decrease handle time and increase first ‘call’ resolution, which is ultimately why we are all here."

- Bracken Fields, co-founder and CTO, Edify Labs

#contactcenterworld, @edifycx