The desired benefits of eService automation to date have been elusive. Customer eService experiences have failed to deliver, resulting in poor self-service adoption rates and a migration back to traditional support channels. Moreover, a poor online customer service experience can have a negative impact on customer retention rates.

The Edify vCSR eService Suite can fundamentally transform the way your organization interacts with your customers, providing a high quality, differentiated standard of customer service, while managing and even driving down service costs.

The Edify vCSR eService Suite is comprised of Edify Email, Edify Web, and Edify Chat & Cobrowse. Powering the vCSR eService Suite is ENL - Edify Natural Language. A variety of natural language approaches exist on the market, each designed or optimized for certain functions. With ENL, Edify is the first and only company to employ distinct natural language technologies to address specific business needs - all within a single platform - a capability we call Blended Natural Language.

• ENL Deep Linguistics Processing technology actually understands the context and meaning of a text message and yields 99% accuracy for email and web self-service, which provides unprecedented quality of automation.
• ENL Statistical natural language technology is optimized for automatic email routing and suggested response, and provides rich breadth of topic coverage.

Edify Email
Edify Email provides unprecedented 99% auto-response accuracy, as well as CSR assisted email management.

Edify Web
Edify Web responds intuitively to your customers online questions, helping you deflect call volumes and costs, while improving customer service.

Edify Chat & CoBrowse
Edify Chat & CoBrowse provides seamless, intelligent escalation from self-service to the contact center.