Avaya acquires Edify, extending its position as leader in customer experience

Avaya said Thursday that it acquired Edify. The acquisition brings advanced, artificial intelligence-powered customer journey orchestration and workflow capabilities directly into the Morristown-based communications solutions firm’s experience platform, and also brings engineering talent into its engineering organization.

Edify delivers no-code, cloud-native solutions, and the integration of its unique orchestration capabilities into Avaya Experience Platform accelerates Avaya’s ability to deliver personalized customer experiences such as task automation, journey orchestration and out-of-the-box customer relationship management connectors.

The acquisition is said to underscore Avaya’s commitment to continuous innovation, and to staying at the forefront of the customer experience solutions market.

“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,” Alan Masarek, CEO of Avaya, said.

“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. Equally important is the injection of additional world-class customer experience talent that this transaction brings to our engineering, product and go-to-customer organizations. I am delighted to welcome the Edify team to Avaya.”

A company news release said the integration of Edify’s no-code orchestration engine into AXP will help enable businesses to “rapidly create and deploy the necessary workflows that connect businesses with customers, making enterprise customer experiences as easy as personal one.”