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



HeyWire, an enterprise text messaging service provider, 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 sSolution 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.

"Consumers are increasingly demanding the convenience of text messaging when communicating with companies,” said Eric Rossman, vice president, developer relations, Avaya, in a statement. “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."