HeyWire LiveText Customer Texting Service Now Interoperable with Avaya IP Office Contact Center

Two-way, inbound texting application is compatible with key Avaya contact center solutions

News provided by

Mar 16, 2015, 08:00 ET

ORLANDO, Fla., March 16, 2015 /PRNewswire/ -- Enterprise Connect -- HeyWire^®, a leading enterprise text messaging service provider for connecting customers with businesses, today announced that its HeyWire LiveText™ service has been successfully tested for interoperability with a key contact center solution from Avaya, a global provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance.

HeyWire LiveText brings two-way, SMS, customer texting to contact centers. The cloud-based service integrates seamlessly into contact center systems and allows customers to send text messages to sales and service agents via a company's existing toll-free or business phone numbers. Agents can use familiar workflows from their contact center consoles to easily add a texting channel for customer conversations and issue resolution. Optimized specifically for contact center environments, HeyWire LiveText provides a cost-effective, intuitive and scalable support channel that meets the needs of today's mobile-first customers. The application is now interoperability tested by Avaya for compatibility with Avaya IP Office 9.1 and Avaya IP Office Contact Center 9.1.

HeyWire is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network.

As a Technology Partner, HeyWire is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure – speeding deployment of new applications and reducing both network complexity and implementation costs.

Quotes:
"More than 50 percent of consumers in a recent HeyWire survey¹ 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."

-- Meredith Flynn-Ripley, CEO, HeyWire

"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."

-- Eric Rossman, vice president, Developer Relations, Avaya

Additional Resources
www.devconnectmarketplace.com
www.avaya.com/devconnect

About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premise and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya's fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.

About HeyWire
HeyWire provides the leading cloud messaging service for easily connecting customers to businesses using two-way, 'inbound' SMS texting. The company is a pioneer in bringing enterprise-class texting to toll free customer service numbers and office phone numbers; provides award-winning text messaging apps spanning customer service agent consoles, mobile devices and the desktop. HeyWire partners with leading providers of customer service solutions, CRM and telephony products and delivers over half a billion messages per month through its business texting network. HeyWire has been recognized with CTIA's Mobile Cloud Emerging Technology Award, the AlwaysOn Mobile 100, OnCloud Top 100 and Global 100 to Watch Awards, as well as the PwC Promise Award.

For more information, please visit http://www.HeyWire.com

¹ HeyWire Business Customer Support Survey Research Brief. 2 April, 2014. http://heywirebusiness.com/wp-content/uploads/2014/04/HeyWireBusiness_Customer-Support-Survey4.2.2014.pdf