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Utilities Service Provider DRF Taps Edify for Contact Center and Unified Communications

Edify Labs, the customer experience software company that makes business communications feel more like personal ones, announced that DRF Water Heating Solutions, a full-service provider of water heating, plumbing, and energy efficiency solutions for residential, multi-family, and commercial customers, is using Edify CX to fulfil its contact centre (CCaaS) and unified communications (UCaaS) needs.

Deeply committed to its customers, DRF offers 24-hour accessibility, 365 days a year. However, DRF was looking to update its contact centre in order to become more efficient, which included adding a more automated process as agents switched between multiple platforms during customer interactions. The company previously used a third-party API for SMS and instant messaging which lacked critical coaching functionality and put the brand at a disadvantage with respect to customer experience.

Edify CX resolved these issues by delivering the tools, support, and real-time customization capabilities that DRF needed to elevate the way its contact centre team interacts with customers and the way its employees interact with each other.

“Our previous contact centre platform was prohibiting us from giving our customers the level of service they deserve. Edify enables us to deliver exceptional experiences every day and with every interaction,” said Chris Barclay, IT Support Technician at DRF. “We now have modern self-service tools so our customers can get quick answers and our agents are free to manage complex issues. We also have the automation, reporting, analytics, and coaching tools that allow us to make the right business decisions at the right time for our agents and our customers. And best of all, everything happens on one platform, in one window. The ease-of-use is unparalleled.”

DRF is using Edify CX for:

  • Managing inbound and outbound calls, web chat, SMS and video interactions
  • Machine learning-powered self-service
  • Skills-based routing to connect customers to the right agent every time
  • Built-in unified communications so agents can collaborate with one another and get experts from across the organization involved in real-time
  • Recording, sentiment analysis, and coaching and training
  • Preview dialling to connect agents and potential customers with one click for proactive sales and service

“Seeing the changes DRF is making to its business is gratifying — there simply isn’t any reason a company, its customers, or its employees should have to rely on expensive, inefficient, inflexible technology anymore,” said Cameron Weeks, CEO and co-founder, Edify. “We built Edify CX to resolve the frustrations so many businesses face and we look forward to supporting DRF as it continues to elevate its internal collaboration and external communications capabilities.”

Edify unites contact centre (CCaaS), unified communications (UCaaS), and real-time communications (CPaaS/API) functionality in a single, cloud-native software solution that lets users move seamlessly among channels within one conversation. This gives agents the ultimate flexibility to serve customers faster and more completely from within a single pane of glass. Edify CX delivers comprehensive cloud-native omnichannel business communications with machine learning and built-in UC for $7 per user/day. Edify EX delivers unified communications for $10 per user/month.

About DRF

DRF is a full-service provider of water heating, plumbing and energy efficiency solutions for residential, multi-family and commercial customers. Whether customers need same-day water heater repair/installation, help with plumbing, connecting a business to water security or smart irrigation systems, water purification, filtration or something else, the company’s skilled technicians are there to help. Licensed, bonded and insured, DRF technicians are on call to deliver same-day service 24/7/365.

About Edify Labs, Inc.

Edify connects businesses with customers and employees with each other, making business communications as easy as personal ones. Its flagship product, Edify CX, unites contact centre (CCaaS), unified communications (UCaaS), and real-time communications platform (CPaaS/API) functionality in a cloud-native solution that lets users move seamlessly among channels within one conversation, just as we do on our phones. Edify removes all the risk once associated with moving to the cloud by delivering global availability, real-time redundancy, no-waste pricing, and a 100% SLA uptime guarantee.

Learn more at edify.cx.