CIO Bulletin

Global communications platform with the goal of strengthening connections with customers and across teams: Edify Labs

The work-from-home option has been gaining momentum for a number of years now for contact center staff. With the right tools and agents, there's no question that it can yield significant business benefits. In fact, it's been a key driver in cloud contact center adoption as it makes for a safe, simple and very cost-effective solution. Remote work is also a great fit for people who have the perfect skills for the role but have family or other commitments. Home workers have the flexibility to do the school run or go to their appointments but can still log in and commit to their agreed hours. This creates a win/win situation by adding certain agents at certain times of day where you know you're likely to have peaks. Edify Labs, Inc. is a global communications platform with the goal of strengthening connections with customers and across teams. Edify is co-founded by Cameron Weeks and Bracken Fields, who created their first VoIP company in 2007, and grew it into a global customer service platform. They have been working on contact center solutions together ever since. Their mission to fix contact center software and unified communications once and for all led them to start from the ground up with a platform of their own. Edify is the culmination of over 12 years of work together and is the newest innovator in cloud-based customer experience solutions. Edify is customers helping customers. Employees helping employees. Edify is people helping people have better experiences at work and in life. Customer service is broken — stuck in a time warp. As everything has evolved around it, the technology available to support the way businesses engage with customers has mostly stood still. The tools we have on the phones in our pockets are wildly superior to what’s available to us when we engage with our favorite brands. The truth that no one wants to say out loud is that Big Tech has held the customer experience hostage for decades with its giant servers, complex implementations, buried software and expensive contracts. So, the leaders founded Edify and built Huddle to seize the opportunity in the void. With customer experience being the final frontier in winning the hearts and dollars of consumers long-term, the brands who prevail are going to be the ones who have tools to do what no one else can. At last, there’s a more predictable, reliable, cost-effective, transparent, full-featured, cloud-native, easy-to-get-and-use, intuitive, accessible, genius single piece of software that’s changing everything.

Empowerment

Edify recognizes that passion and personality matter, so it invests in its people. The company continually strives to do and be better, embracing crazy ideas, challenging the status quo, and finding new ways to grow the company and each other. And the leaders at Edify empower customers -- from managers to agents -- to be their best by giving them the right platform to connect with one another and serve customers. At Edify, they empower everyone to think big, have fun, and do good.

Evolution

Open minds are growing minds, driving motivation and achievement. Edify’s team is composed of diverse individuals with unique talents and skills they have each honed along the path to Edify. Edify celebrates that and support everyone's ongoing opportunity to learn -- about the industry, their specialty, each other, and the world.

Disruption

Edify exists to solve age-old challenges in bold new ways. It nurtures and leverages its collective genius to invent the future, continually adding bright minds to the team in the spirit of building a business and a culture that looks at everything through a fresh lens. Edify encourages questioning the status quo, removing barriers, and trying even if (and especially after) it fails. Idea sharing, truth-telling, and not settling will help the company catapult its people, product, and industry to where it belongs, finally.

Transparency

Science requires transparency -- as does dramatic change. Edify endeavors to lead the science behind the CX revolution, so it must be transparent with approach, platform, and intent. To deliver on promise of a new era of customer service for all, Edify acts with openness and honesty to unlock the door to freedom and possibility. Edify prioritizes consistent feedback with each other, ongoing communication from leaders, and transparency with prospects and customers. Everyone is invited to experience the Edify platform and all that awaits agents, employees, customers, and businesses.

Advocacy

Edify is an advocate for people, industry, and communities. They make mistakes and learn lessons. They own their wrongs, make them right, and when they know better, they do better. Edify engages in company initiatives, its neighborhoods and the world, giving Edify’s time and energy to things that fulfill its purpose as human beings, part of a universal experience.

Meet the leader behind the success of Edify Labs

Cameron Weeks, Co-Founder and CEO is the driving force behind Edify Labs. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other. Under his leadership, Edify is developing new business in existing and emerging markets, and pushing the boundaries of the business communications sector with its new cloud-native, unified, omnichannel platform.