Avaya announced its acquisition of Edify

Avaya, a global leader in customer service and communications solutions, today announced that it has acquired Edify. This acquisition brings advanced, AI-powered customer journey orchestration and workflow capabilities directly to the Avaya Experience Platform (AXP) and brings world-class engineering talent to the Avaya engineering organization.

Edify delivers no-code, cloud-native solutions, and the integration of its unique orchestration capabilities with AXP enhances Avaya’s ability to deliver personalized customer experiences such as task automation, journey orchestration, and out-of-the-box CRM connectors. This acquisition highlights Avaya’s positioning commitment to continuous innovation and remaining at the forefront of the customer service solutions market.

“The acquisition of Edify is further evidence of Avaya’s leadership in customer experience innovation as we continue to add new capabilities and value for Avaya Experience Platform customers,” said Alan Masarek, CEO of Avaya. “This additional acquisition further demonstrates that Avaya is investing in technology, people and expertise to continue to drive the company’s momentum in the marketplace. Equally important is the injection of additional world-class customer service professionals this transaction brings to our engineering, product and customer service organizations. I am delighted to welcome the Edify team to Avaya.”

“The team and I are thrilled to be joining Avaya,” said Tony Lama, CEO of Edify. “Edify has always been focused on breaking down business communication barriers both inside and outside the walls of traditional contact centers. Joining the Avaya team allows us to continue this mission at an unparalleled scale while advancing Avaya’s innovation strategy without disruption.”

Integrating Edify’s no-code orchestration engine with AXP helps companies quickly create and deploy essential workflows that connect businesses with customers, making serving enterprise customers as simple as in-person. Creating personalized experiences is of great importance to any organization, and is even more valuable when companies can design experiences without the heavy involvement of IT or external resources. Edify workflows help users deliver fully automated and guided customer journeys with unprecedented ease of use. The platform natively includes a number of valuable features, including open APIs for seamless integration with technology partner solutions, out-of-the-box CRM connections, and AI-powered features such as NLU and sentiment analysis.

“With the acquisition of Edify, Avaya expands its ability to bring new workflow orchestration innovations, as well as additional native AI capabilities, to its customers,” said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. “Edify was built over the last few years – using a cutting-edge microservices architecture – which will allow Avaya to quickly integrate it as a native component of the Avaya Experience platform, delivering innovation at the speed CX decision-makers demand.”

Avaya’s acquisition of Edify closed in May 2024. Terms of the transaction were not disclosed.

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