Avaya has announced the acquisition of Edify, which will feed UC, CX and AI technologies into its Avaya Experience Platform (AXP).
The communication service provider, Avaya, will also gain a unified communications platform that “turns agents into ambassadors” by uniting them on a single platform with one-click voice, chat, and video collaboration.
The major additions to the open CCaaS Avaya Experience Platform include Edify’s AI customer journey orchestration and workflow capabilities, as well as onboarding new engineering talent into Avaya’s organisation.
Alan Masarek, CEO of Avaya, commented on the company’s latest acquisition: “The acquisition of Edify is more evidence that Avaya is the innovation leader in customer experience solutions, as we continue to add new capabilities and value for Avaya Experience Platform customers.
This tuck-in acquisition is additional evidence that Avaya is making investments in technology, people and experience to continue to power the company’s momentum in the market.”
“Equally important is the injection of additional world-class customer experience talent that this transaction brings to our engineering, product and go-to-customer organisations. I am delighted to welcome the Edify team to Avaya.”
Key Assets of Edify
From a UC perspective, Avaya can complement its contact centre offerings with Edify EX, unified communications tools that help to solve customer and business issues across all channels.
It also secures Edify Sync for Rooms, conference room video capabilities that are intrinsically built into your platform for simple company-wide collaboration, such as internal and external meetings, one-to-one video, and more.
Into the world of customer experience, Edify offers no-code, cloud-native solutions and its unique orchestration capabilities into AXP, bolstering Avaya’s CX capabilities with task automation, journey orchestration, and CRM connectors.
According to Avaya, Edify’s no-code orchestration engine into AXP allows businesses to quickly create workflows that connect businesses and customers, simplifying enterprise customer experiences.
It believes that personalised experiences are critical for all enterprises, particularly if companies can design experiences without requiring much IT involvement or third-party support.
Edify’s workflows allow users to provide fully automated customer journeys that are easier than ever to utilise.
Further features of value include open APIs for integrations with technology partners and out-of -the-box CRM connections, plus AI-powered capabilities, such as sentiment analysis and natural language understanding (NLU).
Tony Lama, CEO of Edify, expressed his excitement to join Avaya’s team: “The team and I are delighted to join Avaya. Edify has always been about breaking down business communications barriers both inside and beyond the walls of traditional contact centres.
Joining the Avaya team allows us to continue that mission at an unparalleled scale while advancing Avaya’s innovation without disruption strategy.”
In other Avaya news, the company partnered with Zoom in March this year to provide advanced collaboration experience to global businesses.
Central to the strategic partnership, Avaya has chosen Zoom Workplace, its newly announced AI-powered collaboration platform, to integrate with its Communication & Collaboration Suite. This will offer customers a streamlined solution for managing their communications environments and workflows.
Also in March, Avaya’s CEO spoke with UC Today’s Rob Scott about the future of enterprise communication and collaboration.
