Edify Huddle CX v4.0 Brings Enhanced Customer Interactions

Customer experience software provider Edify has revealed the 4th edition of the popular Edify Huddle CX solution, offering new upgrades and features designed to create simplified and personalized customer interactions.

Edify Huddle CX allows businesses to consolidate customer information through an omnichannel approach, allowing agents to utilize relevant data without using multiple applications. Along with a simplified platform, the updated solution provides a number of new functions that agents can use in real time to ensure customer satisfaction. According to official sources from Edify, new features in version 4.0 now include:

-Enhanced journey mapping for a more comprehensive view of each customer’s full experience.

New search functions that enable users to:

• See interactions via name, multiple phone numbers, case number, and more
• Search for, find, and open completed interactions as additional tabs so users can easily toggle among multiple interactions, whether it’s monitoring a live one or coaching a completed one
• Filter capabilities to sort inquiries by agent, common customer issue, and more, making it easier to reopen interactions and monitor individual and team progress

Three new views for enhanced coaching and monitoring:

• Private: Managers can privately view or listen in on a connected interaction without notifying the user
• Public: Managers can publicly join a user’s connected interaction
• Claim: Managers can take ownership of the interaction in public or private view

New post-call coaching capabilities enable managers to:

• Choose which skills to coach based on agent need
• Give context-based feedback by highlighting and posting feedback on specific parts of completed call recordings/chat transcriptions

• Updated prompts to give agents a clear path to ensuring successful omnichannel interactions

• Improved no-code workflow functionality making it easier for Edify administrators to make business communications exactly what they want them to be

“The voices of our customers factor daily into what we build and release into the marketplace.” commented Bracken Fields (News - Alert), CTO and co-founder of Edify. “Plainly put, version 4.0 makes everything about our solution faster, easier, and more robust so everyone working to serve customers can do that job better.”

Edited by Maurice Nagle