Avaya Acquires Edify, Further Extending its Position as the Leader in Customer Experience Solutions for the Enterprise
Edify’s capabilities further enhance the Avaya Experience Platform™ by integrating additional workflow, customer journey orchestration, and other AI-powered technologies into the platform.
Avaya have 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 organisation.
Edify delivers no─code, cloud─native solutions, and the integration of its unique orchestration capabilities into AXP accelerates Avaya’s ability to deliver personalised 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.
Alan Masarek, CEO of Avaya, commented,
“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 organisations. I am delighted to welcome the Edify team to Avaya.”
Tony Lama, CEO of Edify, said,
“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 centres.
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 personalised experiences is paramount to every organisation, 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.
Sheila McGee-Smith, president, and principal analyst at McGee-Smith Analytics, said,
“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,”
“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.”
The acquisition of Edify by Avaya was closed in May of 2024. Terms of the transaction were not disclosed.
Edify connects businesses with customers and employees with each other, making business communications as easy as personal ones. Its flagship product, Edify CX, unites contact centre (CCaaS) and real-time communications platform (CPaaS/API) functionality in a no-code cloud-native solution that lets users move seamlessly among channels within one conversation, just as we do on our phones. Edify removes all the risk once associated with moving to the cloud by delivering global availability, real-time redundancy, no-waste pricing, and a 100% SLA uptime guarantee.
Edify is a Google Chrome Enterprise Recommended partner for the contact centre.
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact centre and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
For additional information on Avaya view their Company Profile
