HeyWire LiveText Is Interoperable with Avaya IP Office Contact Center

HeyWire, an enterprise text messaging service provider for connecting customers with businesses, today announced that its HeyWire LiveText service has been successfully tested for interoperability with Avaya IP Office 9.1 and Avaya IP Office Contact Center 9.1

HeyWire LiveText brings two-way, SMS, customer texting to contact centers. The cloud-based service integrates into contact center systems and allows customers to send text messages to sales and service agents via companies' existing toll-free or business phone numbers. Agents can use familiar workflows from their contact center consoles to add a texting channel for customer conversations and issue resolution.

HeyWire is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market, and sell third-party products that interoperate with Avaya technology and extend the value of companies' investments in their networks. As a Technology Partner, HeyWire can submit products for compliance testing by the Avaya Solution Interoperability and Test Lab.

"More than 50 percent of consumers in a recent HeyWire survey said they would prefer to text with a service agent. With that in mind, businesses can’t afford to overlook text messaging as a support channel. Proven interoperability with Avaya IP Office Contact Center will help us bring HeyWire two-way customer texting innovations to contact centers in small and midsize businesses, enabling a true multichannel customer experience," said Meredith Flynn-Ripley, CEO of HeyWire, in a statement.

"Consumers are increasingly demanding the convenience of text messaging when communicating with companies. The interoperability of HeyWire LiveText with Avaya IP Office Contact Center will allow our customers to quickly and easily add this emerging support channel to their contact center," said Eric Rossman, vice president of developer relations at Avaya, in a statement.

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