Solution Features

Edify was built to fix customer service once and for all. It’s the last contact center software solution you’ll ever need and comes with a whole lot of extras, too. The following solution-wide features are inherently built into Edify Huddle, making stellar experiences possible (and even easy).

Cloud-native

Install and scale effortlessly, enjoy hassle-free upgrades, and remove maintenance headaches.

Cloud-based is not cloud-native. Edify Huddle was created and born in the cloud, and is the only communications provider with a fully cloud-native architecture. Cloud-native matters because, unlike vendors who use dedicated servers for each customer, Edify has no single points of failure. Period. As the only 100% distributed solution in the market today, with Edify you benefit from all of our data centers across the globe. This means you’ll never worry about reliability or call quality again.

Cloud-native

Install and scale effortlessly, enjoy hassle-free upgrades, and remove maintenance headaches.

Cloud-based is not cloud-native. Edify Huddle was created and born in the cloud, and is the only communications provider with a fully cloud-native architecture. Cloud-native matters because, unlike vendors who use dedicated servers for each customer, Edify has no single points of failure. Period. As the only 100% distributed solution in the market today, with Edify you benefit from all of our data centers across the globe. This means you’ll never worry about reliability or call quality again.

Single Pane of Glass

Bring multiple solutions, databases, and channels together for a better employee experience, that begets a better customer experience.

Edify Huddle was built from scratch to unify contact center, unified communications, and real-time communications API capabilities within a single software solution. That means no messy integrations, add-ons, or disparate pieces that make your system complex. With Edify, agents have everything they need in a single pane of glass. Now they can focus on the most important thing of all--your customers.

Single Pane of Glass

Bring multiple solutions, databases, and channels together for a better employee experience, that begets a better customer experience.

Edify Huddle was built from scratch to unify contact center, unified communications, and real-time communications API capabilities within a single software solution. That means no messy integrations, add-ons, or disparate pieces that make your system complex. With Edify, agents have everything they need in a single pane of glass. Now they can focus on the most important thing of all--your customers.

Machine Learning

Cut customer effort while maximizing employee and customer joy.

Sometimes the best customer experience doesn’t involve another person at all. That’s where Machine Learning (ML) comes in, powering self-service with choices such as chatbots and Interactive Virtual Assistants (IVAs) that get smarter over time. Embedded sentiment analysis flags customer conversations that need improvement, helping to identify coaching and training opportunities. With Edify, ML is intuitive, easy, and included at no additional cost. The future is now!

Machine Learning

Cut customer effort while maximizing employee and customer joy.

Sometimes the best customer experience doesn’t involve another person at all. That’s where Machine Learning (ML) comes in, powering self-service with choices such as chatbots and Interactive Virtual Assistants (IVAs) that get smarter over time. Embedded sentiment analysis flags customer conversations that need improvement, helping to identify coaching and training opportunities. With Edify, ML is intuitive, easy, and included at no additional cost. The future is now!

Global Availability 

Work from anywhere with global availability and real-time redundancy in 37 data centers and counting.

As a cloud-native solution, Edify is the only 100% real-time geo-distributed solution in the market today. With global availability and real-time redundancy across dozens of data centers, Edify Huddle has no single point of failure. That frees you from complex global network/MPLS management and gives you unparalleled uptime and ideal call quality every time, everywhere.

Global Availability 

Work from anywhere with global availability and real-time redundancy in 37 data centers and counting.

As a cloud-native solution, Edify is the only 100% real-time geo-distributed solution in the market today. With global availability and real-time redundancy across dozens of data centers, Edify Huddle has no single point of failure. That frees you from complex global network/MPLS management and gives you unparalleled uptime and ideal call quality every time, everywhere.

100% Uptime SLA

Enjoy the industry’s highest and most inclusive SLA, backed by a 10x financial guarantee.

Our 100% uptime SLA is not marketing--it’s inherent in our technology. We own the entire platform, including the underlying telephony, eliminating dependencies on third-party providers. Unique in the communications industry, our architecture runs active instances simultaneously on multiple cloud providers, giving you maximum uptime and the highest call quality. Should an outage ever occur, we will pay you 10x the amount you paid during that period.
Read it for yourself.

100% Uptime SLA

Enjoy the industry’s highest and most inclusive SLA, backed by a 10x financial guarantee.

Our 100% uptime SLA is not marketing--it’s inherent in our technology. We own the entire platform, including the underlying telephony, eliminating dependencies on third-party providers. Unique in the communications industry, our architecture runs active instances simultaneously on multiple cloud providers, giving you maximum uptime and the highest call quality. Should an outage ever occur, we will pay you 10x the amount you paid during that period.
Read it for yourself.

Integrations

Integrate real-time services, applications, and popular CRMs using our open API framework.

Prepackaged or fully customizable? With Edify, it’s both. Make your contact center solution work the way your business demands, without development work, coding, or additional fees. APIs and pre-built connections to leading CRMs like Salesforce and Zendesk help you get up and running quickly. But we also know needs vary and change. So, we enable connections to private databases through a simple user interface (UI). You get CPaaS functionality and a no-code interface so you can easily tailor your business communications without having to build back-end infrastructure.

Integrations

Integrate real-time services, applications, and popular CRMs using our open API framework.

Prepackaged or fully customizable? With Edify, it’s both. Make your contact center solution work the way your business demands, without development work, coding, or additional fees. APIs and pre-built connections to leading CRMs like Salesforce and Zendesk help you get up and running quickly. But we also know needs vary and change. So, we enable connections to private databases through a simple user interface (UI). You get CPaaS functionality and a no-code interface so you can easily tailor your business communications without having to build back-end infrastructure.

Telecom

Gain unmatched call quality and attention to detail with built-in telecom.

Even when you offer customers omnichannel options, sometimes they want to talk live. That means call quality matters. That’s why Edify built our own global telephony network, giving you superior voice quality at global scale. Plus, we’ve simplified things like phone number provisioning; as an Edify customer, no more waiting around--you simply add new numbers yourself.

Telecom

Gain unmatched call quality and attention to detail with built-in telecom.

Even when you offer customers omnichannel options, sometimes they want to talk live. That means call quality matters. That’s why Edify built our own global telephony network, giving you superior voice quality at global scale. Plus, we’ve simplified things like phone number provisioning; as an Edify customer, no more waiting around--you simply add new numbers yourself.

Mobile App

Stay connected. Out of the office doesn’t have to mean out of touch.

“Out of the office” has lost its meaning as work-from-anywhere is the new standard - not only for corporate employees and contact center agents, but for the growing population of field and gig workers. Edify keeps employees connected to one another and to customers whether they’re in a physical office, working remotely, or on the go. The Edify Huddle mobile app - compatible with iOS and Android - delivers the continuity users and customers crave from the same number with the same rich set of functionality.

Mobile App

Stay connected. Out of the office doesn’t have to mean out of touch.

“Out of the office” has lost its meaning as work-from-anywhere is the new standard - not only for corporate employees and contact center agents, but for the growing population of field and gig workers. Edify keeps employees connected to one another and to customers whether they’re in a physical office, working remotely, or on the go. The Edify Huddle mobile app - compatible with iOS and Android - delivers the continuity users and customers crave from the same number with the same rich set of functionality.

 

Multi-cloud Architecture 

Protect your mission-critical contact center functions with a true multi-cloud solution.

By architecting 100% of our technology stack to run on multiple clouds simultaneously, we eliminated the need to rely on any single cloud provider or instance. Multi-cloud means peace of mind for your mission-critical business communications, without the risks of downtime or added burdens and expense for your IT team.

 

Multi-cloud Architecture 

Protect your mission-critical contact center functions with a true multi-cloud solution.

By architecting 100% of our technology stack to run on multiple clouds simultaneously, we eliminated the need to rely on any single cloud provider or instance. Multi-cloud means peace of mind for your mission-critical business communications, without the risks of downtime or added burdens and expense for your IT team.

Reporting & Analytics

Make sound business decisions based on real-time and historical reports customized to your specific needs.

Edify Huddle 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.

Reporting & Analytics

Make sound business decisions based on real-time and historical reports customized to your specific needs.

Edify Huddle 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.

View Solution Brochure