San Diego Humane Society Selects Edify for Cloud-Native Contact Center and Unified Communications

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Organization launches proactive text message program aimed at quickly reuniting lost pets with families

Edify Labs (, the customer experience software company that makes business communications feel more like personal ones, announced that San Diego Humane Society (SDHS), a private, independent, nonprofit organization dedicated to creating a more humane world for pets and wild animals, has selected Edify as its new contact center and unified communications software provider.

Since implementing Edify, SDHS has been able to add new communication channels, improve routing and reduce dropped calls, streamline agent training, and gain new insights from robust reporting and analytics. It also launched a proactive text messaging program called “Lost2Found” to help people quickly reunite with lost pets. Lost2Found is designed to get the most important information to pet parents early in the process of searching for a lost pet and before they need to call in to the Resource Center. Using Edify, Lost2Found texts tips and information at strategic intervals to support owners and provide resources as they search for their lost pets. The public can text “LOST” to 858-SAN-LOST to get started.

“We chose Edify because it’s so user friendly – the interface is simple and we can make changes ourselves and just refresh the browser without having to rely on our IT department,” said Jane Elliot-Hughes, Sr. Director of Support Services, San Diego Humane Society. “Having everything in one place makes our job easier; we communicate better with each other and the community, and seeing all of our team members in one dashboard is so convenient especially since we have some team members working remote.”

San Diego Humane Society’s work has solidified the city of San Diego as the largest in the U.S. to keep healthy and treatable shelter animals from being euthanized. The organization relies heavily on its Resource Center and Humane Law Enforcement Dispatch teams, which operate both on premise and virtually 7 days a week. Agents receive upwards of 700 calls a day regarding animal emergencies, adoption services, foster and volunteer opportunities, veterinary resources, wildlife questions, and various other services the organization provides to animal lovers across San Diego County.

“We are big animal lovers, so to help one of the country’s most respected animal shelters manage its contacts with the community and internal communications more efficiently – so more animals can find loving, safe homes – is a true privilege,” said Tony Lama, CRO, Edify. “We are excited to give SDHS agents and employees the tools they need to do their jobs more easily and make as big of an impact on the animals in San Diego as possible.”

Edify unites contact center (CCaaS), unified communications (UCaaS), and real-time communications (CPaaS/API) functionality in a single no-code, 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 window.

About San Diego Humane Society
San Diego Humane Society’s scope of social responsibility goes beyond adopting animals. We offer programs that strengthen the human-animal bond, prevent cruelty and neglect, provide medical care, educate the community and serve as a safety net for all pet families. Serving San Diego County since 1880, San Diego Humane Society has campuses in El Cajon, Escondido, Oceanside, Ramona and San Diego. For more information, please visit Follow the SDHS Media Relations department on Twitter @sdhumane.

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 center (CCaaS), unified communications (UCaaS), and real-time communications platform (CPaaS/API) functionality in a no-code 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. Edify is a Google Chrome Enterprise Recommended partner for the contact center. Learn more at

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Liz Cahill
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