- Edify adds Sync video to its one-window CCaaS + UCaaS solution, eliminating need for third-party video applications in the contact center and across the business
Edify Labs, the customer experience software company that makes business communications feel more like personal ones, today released Sync for one-click video collaboration inside its cloud-native business communications solution. This development expands Edify’s one-window power and removes the need for third-party video applications to connect internally with teammates whether together in a conference room or remotely across the world, as well as externally with customers, partners, and others. Sync does not require additional steps, set-up, or downloads.
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To start a video meeting remotely with colleagues, users simply click the video camera icon in the Edify interface. To move an agent-customer conversation from voice, chat, or SMS to video, the agent initiates a video and invites the customer via a link they open on their device. Customers can also initiate a video call to a business whose contact center uses Sync to talk face-to-face and share screens. Using Sync, agents are able to more quickly resolve customer issues, cutting Average Handle Time (AHT), increasing First Contact Resolution (FCR), and improving customer satisfaction.
“Video is the expectation now, at home and in the office, having become a pervasive part of staying connected,” said Cameron Weeks, co-founder and CEO of Edify. “Companies should not have to be stuck using antiquated technology or add yet another point solution to a tangled web just to gain video. Video is simply one more way to have a conversation now. It should be as accessible for the contact center as it is everywhere else so it becomes a natural part of the brand-customer workflow.”
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The right software has to be part of a larger strategy in today’s work-from-anywhere reality. As 72% of US executives plan new investments in tools to support hybrid work*, Edify is committed to innovating around its foundational premise that the contact center needs better technology than what has historically been available. Part of delivering on that promise is matching Edify contact center and unified communications software with the best hardware in the market. Edify has partnered with Jabra for its world-leading audio, video, and collaboration endpoints for individuals and rooms. Jabra PanaCast solutions work with Edify software so users can connect confidently regardless of where they are working. With Jabra, users have clear conversations in any high-noise setting while still producing great voice data for artificial intelligence gathered from things like speech-to-text applications. Jabra is on a mission to create the ultimate cockpit for agents and the ultimate conferencing experience for groups, making it possible to truly work and feel connected from anywhere.
“Companies need excellent endpoints to optimize audio and video quality for everyone involved in a conversation,” said Vern Fernandez, Senior Manager of Contact Center Excellence at Jabra. “Jabra fits in the contact center, in the office, and in hybrid work-from-anywhere situations. Together, Edify’s new Sync capabilities and Jabra’s award-winning devices create outstanding employee and customer experiences.”
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