Assisting your CSRs allows you to satisfy customers and build their loyalty, while putting your most costly channel to its best use. Optimizing the effectiveness of a CSR's every interaction demands they know each customer's transaction history, product purchases, premium status, and more. And it demands they have this knowledge the minute a customer calls, faxes, emails or messages your company.
The Edify Contact Center Suite enables you to migrate to a contact center where CSRs are assisted with:
- A real-time unified customer view across all channels
- A common enterprise-wide interface
- Natural language recognition to understand customer voice and text requests
- Intelligent routing and management of multi-media service requests
- Seamless integration with your existing desktop applications
Edify Desktop
Edify Desktop is the primary computer-based resource utilized by the customer service groups. Provides Customer Context Object (CCO) information
Interaction Dispatcher
The Interaction Dispatcher automates high-volume multi-channel interactions based upon customer profile and agent availability
Unified Reports Server
The Unified Reports Server provides a complete picture of a multimedia contact center's activities - offering summary level statuses of interactions
CTI Server
CTI Server is the essential link between your company's telephone switching systems and other Edify components
Edify Chat & CoBrowse
Edify Chat & CoBrowse offers seamless intelligent escalation from self-service to the contact center.
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Products
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Edify CTI Server
(Edify)
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Edify CTI Server provides an essential link between the enterprise's telephone switching systems and other components of the Edify Enterprise suite of customer interaction solutions, by allowing Edify Enterprise vCSR Suites and Edify Contact Center Suite to both monitor and control events occurring on the telephony switch
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Edify Chat & Cobrowse
(Edify)
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Edify Chat & Cobrowse enables organizations the immediate benefits of higher cross-sell and up-sell conversions, accelerated web-channel acceptance and increased customer satisfaction, activity, and loyalty
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Edify Desktop
(Edify)
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The Edify Desktop is the primary computer-based resource utilized by the live Customer Service Representative (CSR) while interacting with a customer
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Edify Interaction Dispatcher
(Edify)
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In a multi-channel contact center, not all customer contacts are created equal in terms of importance, required response times, or the best resource to assign for servicing. Edify's Interaction Dispatcher and Router (IDR) enables this process in an automated, high volume, and multi-channel environment.
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Edify Unified Reports Server
(Edify)
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The Unified Reports Server provides a detailed, enterprise-level view of the contact center, allowing managers to measure the efficiency of operations and personalize customer interactions
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