Edify Labs (edify.cx), the customer experience software company that makes business communications feel more like personal ones, announced that NuView Trust Company, a financial services firm focused on retirement account management with more than $1.7B in assets, has selected Edify as its new contact center and unified communications software provider.

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NuView is using Edify Huddle CX for its contact center and unified communications functionality to interact with customers and collaborate across offices and teams internally. Edify is tightly tied to the company’s Salesforce CRM and delivers 100% accuracy on account lookups using self-service with NLP at the front of every call. NuView clients now also have new options for reaching out including sending a text request to connect with the next available agent. The agent can then text the customer back or initiate a call to connect.

In its launch communication, NuView told customers, “In an effort to simplify client communication, NuView has launched a new communication platform. Our goal is to allow you to engage with NuView using your preferred communication method. Using our new texting function, you can directly text NuView Trust with questions that you may have about opening up an account, transfers, transactions updates, and more!”

“This is such an exciting time for our business. NuView always strives to give our clients the broadest possible choices in their IRAs and now we can also give them the most possible ways to interact with us about something so important,” said Jason DeBono, president, NuView Trust. “While sending text messages is a standard part of daily life now, giving our clients the option to communicate with our customer service team that way is nothing short of revolutionary. The customer experience opportunities with Edify are endless and it’s already making a positive difference with our employees and our clients.”

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NuView had been using a legacy product that could not integrate with its Salesforce CRM, automate routine interactions, or deliver omnichannel communication and reporting capabilities. In addition, NuView customers were often routed incorrectly which diminished the experience they were having. The company knew it wanted a modern solution to offer customers broader interaction options including self-service powered by new technologies like NLP (Natural Language Processing), SMS text messaging, and email.

“NuView’s enthusiasm for its newfound freedom using the Edify solution is what keeps us iterating and innovating,” said Cameron Weeks, co-founder and CEO of Edify. “There are few things as personal and critical to people as their finances, specifically around retirement, so making it easier for people to connect and solve problems on any channel — even by text message — is one of the great things about doing this work.”

Edify unites contact center (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 Huddle CX delivers comprehensive cloud-native omnichannel business communications with machine learning and built-in UC for $7 per user/day. Edify Huddle EX delivers unified communications for $10 per user/month.

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