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Actively test and troubleshoot issues that impact customer experience and productivity

Entire workforces have been restructured to conform to “the new normal”. With more people working from home than ever before, facilitating “business as usual” isn’t as easy as sending a worker home with a laptop and headset. The shift has resulted in substantial changes to network traffic patterns for millions of businesses worldwide, creating capacity and reliability issues with firewalls, VPNs, SBCs, and third-party Internet Service Providers (ISPs).

Empower your organization to deliver a seamless end-to-end customer experience in work-from-home-environments.

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Ensuring production readiness of the Avaya contact center platform of a leading Spanish financial institution

An urgent enquiry from a Spanish financial institution’s contact centre team challenged Hammer to test their new cloud telephony platform two weeks from go-live. They had already tried to go-live once before but failed due to capacity and voice quality issues. As a result, pressure was being placed on all internal and external parties to discover and remediate the root cause, however there was poor visibility and no ability to pin-point the fault on either the telco carriers or the CCaaS provider, or, of course, with the incumbent CC vendor.

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The future of IVR customer service assurance

Today’s consumers are more socially aware of products and services and, with customer retention being critical, businesses now face a challenge: How can providers proactively serve customers while empowering them to use self-service tools and programs?

Organizations facing these issues need to refresh their IVR systems. To do this, they first need ability to accurately measure the user experience for those tools. They need proactive, real-time testing to ensure that their IVR enhances customer satisfaction, rather than detracting from it.

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