Avaya boosts CX capabilities with Edify purchase
NEW JERSEY, UNITED STATES — Avaya, a provider of business communications systems and managed IT services, has acquired Edify, a provider of intelligent automation software.
Edify, which harnesses no-code, cloud-native solutions, will be integrated into the Avaya Experience Platform (AXP).
Edify’s no-code platform on AXP
The no-code system will empower businesses to deploy necessary workflows to connect firms with customers, with the goal of crafting a personalized customer experience. Through Edify’s workflows, Avaya can deliver fully automated and assisted customer journeys.
The platform includes several features, including open Application Programming Interfaces (APIs) for seamless integrations to technology partner solutions, and out-of-the-box Customer Relationship Management (CRM) connections, and AI-powered capabilities like Natural Language Understanding (NLU) and sentiment analysis.
“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.”
“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.
The deal was closed in May of 2024. Terms of the transaction were not disclosed.
Complementing Avaya’s Zoom Workplace partnership
Avaya’s acquisition of Edify follows its partnership with Zoom Workplace. Avaya will integrate the work platform to streamline customers’ communications environments and workflows and offer the integrated Zoom Workplace solution to its enterprise customer base.
The initiative aims to meet firms’ demand for harnessing the latest AI-powered technologies to boost productivity with minimal disruption.
The partnership promises interoperability between platforms and devices, enabling users to work in Zoom Workplace while leveraging their existing investments in Avaya’s solutions.
