Hammer Edge: Expanding agent experience management to the network edge

Dave Kostos
Jan. 11 2024
Female remote worker at home on call with headset

Today, Hammer launched a new addition to its suite of contact center testing and CX assurance solutions: Hammer Edge. This new agent experience management solution provides enterprise contact centers, Hammer partners, and other organizations with remote and hybrid workforces with total visibility into their endpoint, network, application, and system health – across the entire agent population.

To do this, Hammer Edge securely measures agent, user, and workforce data, gathering defined ISP, network, web application, VPN, VDI, voice, and endpoint datasets to assess and score the delivered experience and present these scores in multiple perspective-based measurements that make previously obscure measurements clear through a single pane of glass.

“Hammer Edge cuts through the complexity of modern corporate networks to give our customers and partners transparency across the entire CX environment,” said Kacey Kemmerer, Hammer’s SVP of Global Sales and Channels. “With Hammer Edge, contact center leaders can glance at a single dashboard and see when drops in performance or quality happen, who’s impacted, how long the issue persists and where the problem started. They can also rest easier knowing an ITSM ticket with detailed impact, triage, and resolution data will be automatically opened so that agents can get back to serving customers faster.”

Hammer Edge brings transparency to increasingly complex corporate networks

The ability to measure and manage agent experience at the farthest point of the corporate network is essential for modern enterprise contact centers and other organizations that rely on layers of cloud services and remote or hybrid contact center agents.

“It’s getting harder to assess system performance,” explained Hammer President, John D’Anna. “Modern contact centers depend on agents at the edge of their corporate network communicating with devices, ISPs, VPNs, and third-party APIs, all of which can vary wildly. When something goes wrong, there are so many variables, finding a solution or even a temporary workaround isn’t easy – assuming contact center leaders ever learn about that performance issue in the first place.”

For contact center leaders, CCaaS providers, and BPOs simplifying network edge measurement and management is key to accelerating performance issue identification and resolution – something that historically was a challenge with significant business consequences. When contact center performance issues go unaddressed, CSAT scores plummet, customer and agent churn increases, and organizations can quickly fall out of compliance with SLA requirements and industry regulations.

Building on a history of CX optimization

Hammer (formerly Empirix) has a long history of supporting and enhancing customer experiences with automated testing and quality assurance solutions based at the core of contact centers. With the addition of Hammer Edge, that same visibility and assurance is now available from the outside in.

“For over 30 years, our partners and customers have relied on Hammer solutions to optimize their customer experience. We take that trust seriously and are always working to improve and enhance our software suite to make sure the Hammer community continues to have access to testing and assurance solutions that cover their evolving needs,” said Kurt Dahlstrand, Hammer’s Senior Director of Product Strategy and Solution Engineering.

“With Hammer Edge, we’re expanding our end-to-end testing and measurement capabilities farther than ever before to offer our community more visibility than they’ve ever had. Most importantly, with Hammer Edge, we’re able to reassure our customers that even at the farthest point of their corporate network, they’re delivering the high-quality customer experience that they always strive to deliver.”

Contact the Hammer team today to learn more about how Hammer Edge can enhance customer experience and agent experience for your contact center.

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