New Hammer Contact Center Testing Capabilities Identify CX Failures at Scale

Hammer, a global leader in end-to-end contact center testing and CX assurance solutions, announced new features for its CX VoiceWatch automated quality monitoring and testing platform.

The new data store feature allows contact centers to easily monitor service availability for thousands of customer-facing phone numbers – including toll-free and next-generation network (NGN) numbers – to identify large-scale CX failures quickly.

The data store allows the reuse of a single test script to run hundreds or thousands of test cases using input parameters such as phone numbers and expected IVR responses to drive test data. customer journey of the test script. VoiceWatch now offers periodic and continuous 24/7 testing of important phone numbers and customer journeys with minimal setup effort.

John D’Anna, President of Hammer explained:

“Companies tend to purchase many toll-free and next-generation network numbers to keep up with customer-facing services, and these can be difficult to track over time. The new VoiceWatch data store feature helps ensure numbers are always in service and will also validate the greeting to ensure the call is routed to the correct company. Numbers that are no longer operational can be terminated to generate savings.

Customers can proactively validate the end-to-end customer experience across all numbers in their telephony infrastructure; VoiceWatch simulates customer calls to each number to identify connection issues, as well as to monitor voice quality, latency and IVR performance, including any back-end systems consultation.

Built-in testing capabilities mean that any test failure is validated and reproduced before an alert notification is generated, making it easier for operations teams to capture actionable insights. Comprehensive reporting features include real-time alerts to notify quality monitoring teams of points of failure anywhere in their contact center infrastructure as they occur and identify the cause for quick resolution.

John D’Anna, President of Hammer concluded:

“Quality assurance can be a huge challenge for global organizations that may offer multiple toll-free numbers to their customers or need to monitor distributed contact centers or branch-based businesses. Unfortunately, in many cases, quality monitoring remains a time-consuming, costly and inefficient manual exercise, which means quality assurance is neglected, putting the customer experience at risk.

“VoiceWatch is the most comprehensive and easy-to-use monitoring system available for today’s contact center. Unlike alternative solutions, it not only validates the connection, it also confirms IVR prompts, verifies back-end system searches, and ensures proper agent transfers. That’s why VoiceWatch is a complete end-to-end testing and monitoring solution.

About the Hammer

Hammer is part of Infovista, the global leader in network lifecycle automation. The world’s largest contact centers rely on Hammer and its proven technology to ensure optimal customer experience and business results. With end-to-end automated testing and assurance solutions that mimic real-world customer engagement, Hammer ensures its customers deliver high-quality communications across voice, IVR and digital channels.
Hammer solutions play a central role in ensuring excellence in the day-to-day operations of more than 250 leading companies, including 6 of the top 10 global banks, 8 of the top 10 global healthcare organizations and 7 of the top 10 corporations insurance. .