• July 22, 2015

HeyWire Joins the Interactive Intelligence Marketplace

HeyWire texting applications are now available on the Interactive Intelligence MarketPlace.

The HeyWire LiveText Agent application is fully integrated with the Interactive Intelligence customer engagement software, Customer Interaction Center (CIC). The integration enables contact center agents to respond to customers via SMS text messages through their existing toll-free or business landline numbers. It also adds customer texting features to the agent console for two-way texting and issue resolution.

The HeyWire LiveText Business Messenger application enables secure, two-way text interactions between mobile business professionals and their customers, prospects and partners. Employees can use their office numbers to send and receive text messages using their mobile phones, tablets, or office computers. Customer-facing staff can text without exposing their personal mobile number or mixing personal and business text conversations.

"The HeyWire apps can help our joint customers improve service through increased first-conversation resolution and reduced wait times," said Michael Shrall, senior director of global alliances at Interactive Intelligence, in a statement. "And because they use standard SMS text, customers don't need special apps, which results in faster and easier adoption."

"The majority of today's consumers are mobile and texting," said Meredith Flynn-Ripley, CEO of HeyWire, in a statement. "They want the option to use text to inquire about products and/or resolve issues without having to switch communications channels. Adding our apps to deliver new live texting services for Interactive Intelligence customers marks yet another step towards creating a true omnichannel experience."

The Interactive Intelligence MarketPlace is a virtual storefront offering applications, packaged integrations, process templates, custom reports, dashboards, Web services and other products that complement the Interactive Intelligence customer engagement, unified communications, and collaboration software and cloud services.

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