Edify

Edify sells software for contact centres. Its platform combines customer service tools and business communications, so agents can handle voice, chat and other channels from a single window.

The company also connects the contact centre to the rest of the organisation, on the view that customer experience involves every department.

What Edify offers

• Contact centre platform — one screen for agents across all customer channels.
• Unified communications — voice, chat and video for teams across sites and time zones.
• Open APIs — lets firms shape business communications to their own needs.
• No-code workflow builder — a drag-and-drop tool intended to replace separate IVR, IVA and RPA systems.
• AI and machine learning — features listed among its main topics.

Who it works with

The company says the software suits teams from about five agents up to several thousand.

Key facts

• Service level: advertises an uptime guarantee covering the full stack