Avaya Acquires Edify
Avaya,
a global leader in customer experience and communications solutions, announced
that it has acquired Edify. This acquisition brings advanced, AI-powered
customer journey orchestration and workflow capabilities directly into the
Avaya Experience Platform (AXP), and also brings world class engineering
talent into Avaya’s engineering organization.
Edify delivers
no─code, cloud─native solutions, and the integration of its unique
orchestration capabilities into AXP accelerates Avaya’s ability to deliver
personalized customer experiences such as task automation, journey
orchestration and out-of-the-box CRM connectors. This acquisition underscores
Avaya’s commitment to continuous innovation, and to staying at the forefront of
the customer experience solutions market.
“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,” said Alan Masarek, CEO of Avaya. “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.”
"The team
and I are delighted to join Avaya,” said Tony
Lama, CEO of Edify. “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.”
The
integration of Edify’s no-code orchestration engine into AXP helps enable
businesses to rapidly create and deploy the necessary workflows that connect
businesses with customers, making enterprise customer experiences as easy as
personal ones. Creating personalized experiences is paramount to every
organization, and even more valuable when companies can design experiences
without extensive IT involvement or external resources. Edify’s workflows help
users deliver fully automated and assisted customer journeys with unprecedented
ease of use. The platform natively includes a host of valuable features
including open APIs for seamless integrations to technology partner solutions,
and out-of-the-box CRM connections, and AI-powered capabilities like NLU and
sentiment analysis.
“With the
acquisition of Edify, Avaya is accelerating its ability to bring new workflow
orchestration innovation to its customers, as well as additional native AI
capabilities,” said Sheila McGee-Smith,
president, and principal analyst at McGee-Smith Analytics. “Edify was built
in the last few years - using the most modern microservices architecture -
which will allow Avaya to quickly integrate it as a native component of the
Avaya Experience Platform, delivering innovation at the speed demanded by CX
decision makers.”
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