Below is our recent interview with Liz Cahill from Edify CX:
Q: Could you provide our readers with a brief introduction to your company?
A: Customers want better service faster. But that can’t happen unless contact centers and agents have the tools – reliable, easy-to-use, feature-rich tools – to make this happen. Providing agents with such tools is critical because when agents love work, customers love companies even more. And since Edify is made up of customers too, we are deeply invested in helping agents love their jobs.
Edify’s cloud-native solution, Edify CX, empowers agents to feel good about the work they do and gives customers the personalized service they expect (plus so much more). Edify CX is business communications, simplified, while also delivering maximum functionality, ease-of-use, user-driven customization, cuting-edge transcription and translation features, and more.
Edify CX unites contact center (CCaaS), unified communications (UCaaS), and real-time communications platform (CPaaS/API) functionality in a cloud-native solution so users can move seamlessly among channels within one conversation, just as we do on our phones. Edify delivers global availability, real-time redundancy, no-waste pricing, and a 100% SLA uptime guarantee. Edify is a Google Chrome Enterprise Recommended partner for the contact center. Together, Edify and Google will market, sell, and continually innovate and work together to develop new and expanded ways for Edify to work with Chrome OS and Chromebooks.
Q: Any highlights on your recent announcement?
A: With the launch of Sync for one-click video collaboration, we are expanding Edify’s one-window power and removing the need for third-party video applications to connect internally with teammates whether together in a conference room or remotely across the world, as well as externally with customers, partners, and others. Sync does not require additional steps, set-up, or downloads.
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Q: Can you give us more insights into your offering?
A: “Video is the expectation now, at home and in the office, having become a pervasive part of staying connected,” said Cameron Weeks, co-founder and CEO of Edify. “Companies should not have to be stuck using antiquated technology or add yet another point solution to a tangled web just to gain video. Video is simply one more way to have a conversation now. It should be as accessible for the contact center as it is everywhere else so it becomes a natural part of the brand-customer workflow.”
Q: What can we expect from your company in the next 6 months? What are your plans?
A: Edify is committed to continuing to innovate to make employee and customer experiences better. For example, another announcement we made yesterday breaks new ground by offering our no-code drag-and-drop CX design tool, Edify Workflows, to any contact center regardless of if they are an Edify user – no software license required. Now, every contact center can leverage the power of this tool that changes the way companies create and execute everyday workflows and campaigns, removes the intense reliance on IT resources that most require, and opens a whole new world of CX possibilities for the price of usage only.
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Q: What is the best thing about your company that people might not know about?
A: Edify has invested tirelessly to provide the right tools for employees to innovate with. In particular, we boast one of the most innovative martech stacks in our space. Through investment in a wide array of software we’re able to monitor customer and prospect intent, sentiment, and in-market status, to serve relative content, at the right time, that actually adds value and creates true business partnerships. We see the job of marketing as one that makes in a difference in the lives of our prospects and customers so an investment in these teams is really an investment on behalf of our customers too.
We’ve sought out the brightest, freshest minds to drive all this technology as well. Edify has partnered in Indianapolis with the Orr Fellowship, a well respected college to work program which is highly competitive and bubbles up the very best new talent. The Orr fellowship provides excellent opportunity for the most competitive college graduates to fast track their careers and find a way to impact business in some of Indiana’s most innovative employers. We’ve staffed nearly 50% of our business development program through this strategic partnership and have equipped these new workers with world class tools to be on the leading edge of sales and marketing.
