Hammer Launches a Solution to Monitor IVR Experiences

Charlie Mitchell
Dec. 14 2021
Woman speaking on phone

Hammer Voice Explorer enables contact centres to test and enhance IVR performance

Hammer has announced the release of Hammer Voice Explorer, a solution that allows cloud contact centres to test and monitor IVR performance.

Such a capability enables contact centres to nip emerging IVR issues in the bud, limiting their impact on the customer service experience. Yet, perhaps more advantageously, the tool reduces IVR development time. Early results suggest that it may do so by 80%.

Machine learning algorithms make this possible by automatically discovering and documenting customer journey test scripts. By harnessing their power, CX teams may accelerate transformation programmes while safeguarding them for the future.

As Kacey Kemmerer – vice president, global contact centre sales and channels at Hammer – says:

"With the launch of Hammer Voice Explorer, we now have the ability to engage with customers at the earliest stages of the cloud contact center journey at the critical planning and design phases that are essential for a successful outcome."

Yet, it is not only at the early stages of customer service experiences that Hammer wish to test and monitor. The latest addition to their portfolio completes their comprehensive collection of test automation and network troubleshooting tools. With results displayed across a single dashboard, CX leaders gain an extensive view of service quality across the mobile and digital networks.

Having such an end-to-end solution enables Hammer to differentiate its cloud-based proposition. Users may then identify and resolve challenges that impact quality and customer experience. As such, CX teams can extend the value of existing investments and accelerate digital transformation.

The Hammer Voice Explorer solution will play a central role in this plan. Yet, it boasts many innovative features of its own. IVR prompts to text conversion is an excellent example. Also, it supports both dual-tone multi-frequency (DTMF) and speech-based IVR applications.

However, perhaps most interestingly, the solution includes a “negative test discovery” feature. With this, contact centre leaders can spot potential navigation errors. They may then review and optimise the IVR with reassurance that customers are not suffering from dead-ends.

Such a feature is a blessing for contact centres with complex IVR systems. Through constant monitoring and enhancement, they may perfect that all-important first impression. Doing so in the contact centre is crucial. After all, contact centre interactions often make or break CX.

Charlie Mitchell, CX Today - Read the original article here.

Written By
Charlie Mitchell
Charlie Mitchell

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