Edify CX

Explore the Features

WORKFLOWS

The best customer service experiences happen by design. Construct robust, highly personalized customer journeys, tailored to your needs, with our drag-and-drop workflows tool. We like to call it “the brain” of the platform. It’s easy to see why.

GET EXTENSIVE CAPABILITIES WITHOUT EXTENSIVE CODING.

Many other CX tools require specialist expertise or they solely handle routing. Our workflows feature a simple interface and power customer interactions from start to finish. Build robust workflows in minutes, leveraging multiple data sources, with no coding required. This powerful tool is also available as a standalone product - Edify Workflows - for customer experiences that don’t require live agents.

KEEP SYSTEMS UPDATED WITH IMPORTANT CUSTOMER INFORMATION.

Get customers exactly where they need to go and keep their data current. Plus, at the conclusion of every interaction, workflows can automatically send wrap-up notes from the agent to your CRM. This means the next time that customer calls, your agent can pick up exactly where they left off.

DESIGN THE PERFECT CX THAT BREEDS CUSTOMER LOYALTY.

As a no-code visual design tool, workflows make it easy to build customer journey flows. Closely manage every step and design every aspect of the conversation flow within a single interface with features like:

Self-service via chatbots, Interactive Voice Response (IVR), and speech-enabled Interactive Virtual Agents (IVA)

Built-in AI for agent assistance, like dynamic scripting

Robotic Process Automation (RPA) for real-time agent guidance and links to knowledgebase articles

Triggers and interaction prompts for proactive service

Post-interaction surveys.

SELF-SERVICE

Help customers across every channel, 24/7, so they rarely ever need (or want) a human. Hammond, our bot, gives customers self-service abilities first, moving conversations to the right agent when necessary. Hammond understands natural human language, whether written or spoken. Automatic sentiment analysis saves time and boosts data analytics - as well as flags important coaching and training opportunities. These technologies, coupled with seamless ties to leading CRMs and other sources, finally make frictionless self-service possible.

INCREASE CUSTOMER ACCESS WITH SELF-SERVICE.

If customers don’t need to talk to a live agent, why would they? Make it easy for them to find all the answers, on all channels, at any time. Our virtual agents use conversational AI and ML. By utilizing chatbots alongside your human workforce, you can create a truly seamless service experience. Most importantly, it makes doing business with you a whole lot easier for customers.

PROVIDE QUICK ANSWERS 24/7.

With machine learning-powered bots providing instant support and routing, customers don’t have to wait for the next available agent. Say goodbye to missed chats and abandoned call queues. Edify’s built-in bots are the answer to staffing your customer service department seven days a week. Natural language understanding (NLU) and sentiment analysis enable bots to understand and answer a variety of questions in record time. And with multi-language support, every customer gets answers to what they need. The best part? AI and ML-powered bots get better over time, right along with your customer satisfaction (CSAT) scores.

NEVER LOOK AT IVR THE SAME WAY AGAIN.

Get customers to where they need to go. Fast. Create quick and effective call flows using drag-and-drop workflows while ensuring a great self-service experience every time. Intelligent IVR flows utilize triggers to route interactions to a live agent when necessary, so customers aren’t left waiting.

AGENT ASSIST

Working in customer service is hard. But when agents have tools that listen, learn, and step in to help out, the conversation flows more easily and arrives at a positive outcome more quickly. Agent Assist automates tasks, gives real-time recommendations to agents, prompts the next best steps to take, and solicits feedback from customers during and after each conversation.

MAKE SYSTEMS AND AGENTS SMARTER WITH BUILT-IN ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING.

Automate routine tasks and inquiries with our virtual assistant, leaving your agents free to focus on more complex issues. AI and ML offer top-notch emotion detection and data analysis capabilities, including sentiment and speech analysis. By learning with every interaction, AI and ML give businesses key insights into what’s working and what’s not in their CX. Cut costs and support agents by letting bots handle front-end customer interactions and repetitive tasks. They’ll gather information, deal with billing and analyze agent performance to route interactions accordingly. Internally, AI and ML can streamline processes like training and scheduling, resulting in operational efficiency gains. We built one intelligent bot to benefit everyone.

EMPOWER AGENTS TO HAVE AUTHENTIC CONVERSATIONS WITH DYNAMIC SCRIPTING.

Customers want accurate answers. Now. And they deserve them. Yet, this is a challenge with static scripts that don’t adapt to natural human conversations. With dynamic scripting, the power of ‘if this, then that’ is increased by a thousand, giving your agents superpowers and your customers what they need. Agents are guided through customer interactions more naturally as scripts dynamically update in real-time, helping them to personalize every interaction without fumbling for the right words or scrambling to look up information.

Leverage Robotic Process Automation (RPA) to deliver the customized interactions customers demand. Combining dynamic scripting with process automation steers agents through the best language to use when engaging with customers. With workflows, users can create and modify scripts that update in real-time simply by dragging and dropping. When an agent opens a script from inside an active interaction, the routing experience moves them through a series of dynamic prompts and data collection forms. They advance based on the customer’s responses at each stage.

The benefits of Agent Assist are numerous:

Deliver richer and more personalized customer experiences

Solve issues quickly and accurately, boosting first contact resolution

Save more than $50,000 per year over legacy scripting solutions

Increase efficiency by giving your contact center teams the power to create and modify scripts without a technical expert or developer

Simplify operations with no coding, no additional fees, and no reliance on third-party vendors

SIMPLIFY THE CUSTOMER FEEDBACK PROCESS.

Hammond, our smart bot, automatically sends post-interaction surveys and solicits customer feedback over any channel.

TRANSCRIBE & TRANSLATE

Speak to customers on every channel in their preferred language. Live transcription and translation remove language barriers and lag times from conversations. Interactions unfold naturally, in a way that works for both parties.

Serve and support customers across the globe in 108 languages. Regardless of how a customer chooses to engage, agents will automatically receive messages in their preferred language - and vice versa.

Easily configure and continually iterate translation and transcription with Edify’s drag-and-drop workflows tool. No IT support is needed either. Utilize Transcribe or Translate or both. And pay only for what you use.

VOICE

You bring the workforce. We bring the voice services. Get high-quality voice calling at scale. Spanning more than 60 countries, our global, cloud-native telephony network, and built-in telecom is all the support you’ll need. Edify is the only 100%, real-time, geo-distributed solution on the market today. That means you get sub-millisecond routing and crystal-clear voice connections across the globe, every time.

Users can add new numbers in minutes, without IT help, so agents can start making and receiving calls almost instantly. Because sometimes the best service of all is a real conversation.

EMAIL, SMS, & SOCIAL

Be where your customers want you to be and give them the information they need. faster. Email, SMS, and social media support should be at the core of every CX strategy. Agents should have the ability to switch channels within a single conversation, so they can keep helping customers regardless of how the interaction begins or ends.

ENGAGE WITH CUSTOMERS OVER EMAIL - ALONGSIDE EVERY OTHER CHANNEL.

Whether transactional or promotional, email support is crucial to many customer-agent interactions. Agents can manage account creation, sales inquiries, and email interactions, alongside every other channel. Email support is housed in the same window as voice, SMS, and messaging, so conversations stay fluid.

Need to exchange pictures with a customer that are too large for texting? Or send lengthy repair instructions? Switch to email without switching windows or systems.

GIVE THEM WHAT THEY'RE ASKING FOR: QUICK REPLIES OVER SMS.

Whether facilitating a return, answering a product question, or troubleshooting a problem, texting is simple, fast, and convenient for customers. Agents can exchange messages with customers over SMS just like they would a webchat. They can even send and receive photos. When it comes to explaining a complex problem, sometimes a picture is worth a thousand words.

STAY AHEAD OF THE CONVERSATION ON SOCIAL MEDIA.

It’s time to meet customers where they are and provide instant answers and resolutions before they have a chance to tag you on Twitter. With social media inquiries and complaints out there for the world to see, you get the chance to respond directly and quickly - letting everyone know you’re actively working to resolve the issue. That’s a tag you want.

CHAT & COLLABORATION

Real-time synchronous chat, one-click calling, and video conferencing with colleagues and customers make working-from-anywhere a reality.

CHAT WITH COLLEAGUES.

Extend your customer service capabilities beyond the contact center by connecting agents with the rest of the organization. By putting your workforce together on one platform, you remove the silos between departments. It also allows subject matter experts to come together to solve critical customer and business issues, delivering better experiences all around.

Quickly see who’s online. You can see their availability statuses, and their extension numbers for effortless internal chatting, one-click calling, and video conferencing. Create chat groups, company-wide discussion channels, or converse 1:1 in private channels. Keep the conversation going by jumping from desktop to mobile app and back again.

COLLABORATE ACROSS THE ORGANIZATION.

Connect team members inside and outside the contact center. Collaborate to solve complex problems faster and respond to customers immediately. In the chat workspace, agents can manage text messages sent to their private business numbers too.

Brands that use Edify realize significant cost savings and benefit from the simplicity of managing everything on one platform, with a single user experience.

COACHING & TRAINING

Bolster the experience your agents deliver with coaching and training tools housed in a central workspace. Contact center managers get the tools they need to coach and train agents before, during, and after every interaction. A manager may simply observe, but they can step in and claim ownership if necessary. We put everything frontline CX leaders need and want to see all in one place.

HELP AGENTS IMPROVE WITH DATA-DRIVEN COACHING.

Built-in AI identifies coaching and training opportunities every time an interaction runs through a workflow, so a poor experience never has to be repeated. Customer engagements are automatically combed to find room for improvement, delivering the appropriate training content to the agent. Edify CX takes the guesswork away for managers by sending them an exact list of which interactions to review. It tailors performance improvement opportunities to each agent. Fair, equal, helpful, and fast.

Custom dashboards keep important KPIs front and center for leaders. Whichever metric serves as the north star for your call center, agents and managers will always know where they stand. If things start to slip, it’s easy to see which metric, why it’s happened, and how to turn things around quickly. Agents want to do a great job – and Edify’s coaching tools ensure they do.

BUILT-IN TRAINING PUTS THE EMPHASIS ON PROFESSIONAL DEVELOPMENT.

Within the coaching tab, managers can access important information about agent interactions. Call recordings, specific metrics, and transcripts can be found here. There are also tools that enable managers to comment directly on the conversation that was just had. A quick skim through chat transcripts and scorecards reveal which parts of a conversation need to be addressed. They can also duplicate and re-assign interactions that require follow-up from agents. Giving constructive feedback and ensuring customer satisfaction has never been so easy.

TAKE INTERACTIONS FROM GOOD TO GREAT.

Every conversation is a learning opportunity. That's why we built the Edify solution to work seamlessly with your learning management system (LMS). AI and ML mine conversations to find patterns and analyze customer sentiment and intent. Agents get a 360-degree view of every customer journey and 24/7 insight into their own performance. With a simple configuration, it can also recommend integrated training to agents based on its findings - delivering relevant, timely, and personalized training modules that

REPORTING & ANALYTICS

Insights and opportunities live in your data. With Edify’s advanced reporting and analytics capabilities, you can unlock new possibilities for growth, improvement, and better customer experiences.

Edify CX gives supervisors and managers the tools to fine-tune customer experiences and optimize agent utilization. Dashboards provide real-time performance metrics, while easy-to-build historical reports enable users to manage interactions spanning every channel. Get a complete picture of your contact center’s performance and pinpoint where you need to make adjustments in a single view.

Customer pain points are brought to light, too, thanks to machine learning. Quickly identifying patterns stops issues from becoming problems, turning those inbound inquiries into outbound, proactive support.

START DRIVING SMART DECISIONS BY SEEING EVERYTHING IN ONE PLACE.

Real intelligence is data-driven. We made all reporting and analytics functionality visible on the same screen used for everything else in the contact center. Managers are able to monitor performance, flag issues, and apply real-time data to improve the customer experience. They can also gain insight into how agents are performing individually, relative to their team, and in the context of the entire organization.

MAKE IT ALL HAPEN WITH DRAG-AND-DROP WORKFLOWS.

Using no-code drag-and-drop options contact center managers can build unique dashboards for each agent to track performance and even run custom workflows. Users can also create big number charts, bar charts, pie charts, and line charts to view data and gain insights in different ways. Or utilize the reports workspace to save and review charts from within different reports.

GET REPORTING FUNCTIONALITY THAT'S FASTER AND MORE COMPLETE.

Edify’s built-in reporting is faster and seamlessly blends chart types and tabular data within the user dashboard. Custom dashboards help agents see their own performance in real-time while supervisors can quickly analyze stats regarding the contact center as a whole. So it’s easier to coach and train agents, adjust staffing levels to demand, and more.

UTILIZE VALUABLE CUSTOMER INSIGHTS TO IMPROVE THE EXPERIENCE.

Send and receive surveys on any channel to get honest and valuable feedback from your customers. No third-party survey software is needed. With these important insights, leaders can quickly identify patterns and opportunities for improvement.