Edify Labs (edify.cx), the customer experience software company that makes business communications feel more like personal ones, announced that a financial services provider focused on lending for solar and renewable energy products, has selected Edify Huddle CX and Edify Huddle EX to fulfill its contact center (CC) and unified communications (UC) needs.
The company helps homeowners access solar energy by assisting in the financing process. Service representatives partner with customers to evaluate options and gather information needed to finalize deals. Its prior contact center software could not keep pace with the business, hindered agent efficiency, lacked self-service options, and could not help the organization meet its compliance demands.
“We are committed to making renewable energy sources available to anyone who wants them, but we can only do that well if our customer service agents have the technology and the data to make deals happen,” said the head of customer experience. “Now that our users can easily tap into customer information, financing data, and also interact across more than one channel in a single conversation, everything has changed.”
Edify helps the company automate the sales inquiry process via an easy-to-use portal that gives sales representatives the opportunity to self-serve by getting FAQs answered quickly via chatbots. As a result, agents are now able to focus on the more complex part of the interactions rather than manually managing the simple, redundant inquiries that are a part of most business processes. Plus, with true omnichannel communication tools, users can move from a web chat to a voice call without ever transferring a customer.