Avaya has announced its acquisition of Edify, a no-code, cloud-native platform that unifies contact centers, unified communications, and real-time communications. This move will enrich Avaya's portfolio with enhanced personalization of customer interactions through task automation, journey orchestration, and ready-to-use CRM integrations, highlighting the company's dedication to continual innovation.
“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 organizations. I am delighted to welcome the Edify team to Avaya,” said Alan Masarek, CEO of Avaya.
By incorporating Edify’s no-code orchestration engine into the Avaya Experience Platform (AXP), Avaya enables businesses to swiftly design and implement workflows that bridge the gap between companies and customers, transforming enterprise customer interactions to be as intuitive as personal ones. Personalizing customer experiences is crucial for organizations, and with Edify's technology, companies can now craft these experiences with minimal IT involvement and without the need for external resources.
Edify’s platform brings a wealth of features that simplify customer engagement, including open APIs that facilitate smooth integrations with tech partner solutions, plug-and-play CRM links, and AI-driven tools like natural language understanding and sentiment analysis.
"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 centers. Joining the Avaya team allows us to continue that mission at an unparalleled scale while advancing Avaya's innovation without disruption strategy,” said Tony Lama, CEO of Edify.
Not too long ago, Avaya and Zoom announced a partnership to revolutionize collaboration experiences for businesses worldwide, by integrating Zoom Workplace with Avaya's Communication & Collaboration Suite.
