Avaya Aims to Solidify Leadership in CX with Acquisition of Edify

Tony Lama, CEO of Edify, expressed his excitement about joining Avaya, stating that the acquisition allows Edify to continue breaking down communication barriers in and beyond traditional contact centers on a larger scale. Lama also noted that the integration aligns with Avaya's strategy of advancing innovation without disruption. The incorporation of Edify's no-code orchestration engine into Avaya's Experience Platform (AXP) empowers businesses to create and deploy custom workflows that bridge the gap between companies and their customers. This results in more accessible and seamless enterprise customer experiences akin to personal interactions.

As personalized experiences become crucial for businesses, the ability to design such experiences without extensive IT involvement or external resources is invaluable. Edify's workflows enable users to deliver fully automated and assisted customer journeys with ease, providing a smooth and efficient process for both customers and businesses. In addition to its core features, the Edify platform offers open APIs for easy integration with technology partner solutions and out-of-the-box CRM connections. The platform also includes AI-powered capabilities such as Natural Language Understanding (NLU) and sentiment analysis, allowing businesses to gain deeper insights into customer interactions and preferences. In conclusion, the integration of Edify's innovative solutions into Avaya's offerings will enhance Avaya's ability to deliver exceptional customer experiences and maintain its position as a leader in the customer experience solutions market.