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News : Utilities Service Provider DRF Taps Edify for Contact Center and Unified Communications

#contactcenterworld, @edifycx

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.


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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, @edifycx

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


About Edify:
Company LogoEdify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one uniting unified communications (UC), contact center (CC) and communications platform (API) functionality in a single, cloud-native software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing, and a 100% SLA uptime guarantee.
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Today's Tip of the Day - Learn Through Bad Experience

Read today's tip or listen to it on podcast.

Published: Thursday, July 8, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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