Financial Services Firm Selects Edify for Cloud-native Contact Center and Unified Communications

Edify Empowers Agents to Get Renewable Energy Sources in the Hands of More Customers, Faster

Edify Labs (edify.cx), the customer experience software company that makes business communications feel more like personal ones, announced that a financial services provider focused on lending for solar and renewable energy products, has selected Edify Huddle CX and Edify Huddle EX to fulfill its contact center (CC) and unified communications (UC) needs.

The company helps homeowners access solar energy by assisting in the financing process. Service representatives partner with customers to evaluate options and gather information needed to finalize deals. Its prior contact center software could not keep pace with the business, hindered agent efficiency, lacked self-service options, and could not help the organization meet its compliance demands.

“We are committed to making renewable energy sources available to anyone who wants them, but we can only do that well if our customer service agents have the technology and the data to make deals happen,” said the head of customer experience. “Now that our users can easily tap into customer information, financing data, and also interact across more than one channel in a single conversation, everything has changed.”

Edify helps the company automate the sales inquiry process via an easy-to-use portal that gives sales representatives the opportunity to self-serve by getting FAQs answered quickly via chatbots. As a result, agents are now able to focus on the more complex part of the interactions rather than manually managing the simple, redundant inquiries that are a part of most business processes. Plus, with true omnichannel communication tools, users can move from a web chat to a voice call without ever transferring a customer.

Edify is delivering:
— Omnichannel communications with built-in machine learning so agents can help customers via more than one channel in a single interaction
— Chatbots to automate FAQs and serve as virtual assistants after business hours
— No-code workflow functionality
— Coaching, sentiment analysis, and customer journey mapping
— Salesforce CRM integration for ease of access to customer data, tracking, reporting, and automated email

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“This company’s mission to improve access to renewable energy is both admirable and innovative and we are glad to play a role in elevating its customer experience process, and by extension, getting solar energy products to more people, making a larger impact on our environment,” said Cameron Weeks, CEO and co-founder, Edify.

Edify unites contact center (CCaaS), unified communications (UCaaS), and real-time communications (CPaaS/API) functionality in a single, cloud-native software solution that lets users move seamlessly among channels within one conversation. This gives agents the ultimate flexibility to serve customers faster and more completely from within one window. Edify Huddle CX delivers comprehensive cloud-native omnichannel business communications with machine learning and built-in UC for $7 per user/day. Edify Huddle EX delivers unified communications for $10 per user/month.

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