Press release

Black Box and Hammer at Call and Contact Center Expo

Green technology abstract network

Call and Contact Center Expo

April 26-27
Las Vegas Convention Center
Booth #9026

Pennsylvania, USA, 14 April, 2023 - At the Call and Contact Center Expo, Booth 9026, attendees will learn how Black Box and Hammer are teaming up to provide consistent, seamless, scalable service journeys that help contact centers dramatically improve the customer experience, reduce costs and ensure optimal Return on Investment (ROI) from CX technology investments.

With the worldwide embrace of remote and hybrid work environments, the ability to support a flawless omnichannel customer journey is more important than ever. As contact centers invest in cloud migration, Black Box and Hammer’s joint capability will address customers’ needs to accelerate innovation and speed-up time-to-value, without disrupting day-to-day operations.

During the expo, attendees will see how world-class customer experience solutions and consulting services from Black Box combine with leading automated, end-to-end testing and assurance solutions from Hammer to enable organizations to deliver high-quality communications across voice, interactive voice response (IVR), and digital channels.

Today’s businesses need to offer customers improved experiences while decreasing service costs. Chatbots and conversational AI can help facilitate these goals. Black Box representatives will be on hand at the event to help customer service leaders learn the difference between chatbots and conversational AI to choose the technology that will most impact buyers and their bottom line while optimizing internal processes and the customer experience (CX).

According to an independent survey of 1,000 global contact center leaders commissioned by Hammer, almost 90% of global contact center leaders said they cannot deliver software updates fast enough to meet the needs of the business, 66% do not have the visibility they need to ensure their contact center is performing as intended and 87% they do not have enough resource to test upgrades and improvement projects before going live.

“As organizations are challenged to deliver seamless integrated CX across multiple touchpoints, quality assurance can be a huge challenge,” said Rosemary Cormican, vice president of Global Channels at Hammer. “Hammer’s automated testing capability meets a growing market need to ensure complex CX technology deployments are fast, effective and error-free. And once live, Hammer can monitor each step of the customer journey to guarantee flawless customer experience, in turn fostering stronger customer connections and better business outcomes.”

“To keep customers engaged and loyal to their brand in today’s expanding digital world, organizations must unify the customer experience across every channel,” said Reid Puckett, Vice President of CX Sales at Black Box. “The world’s shift to remote and hybrid work models has added complexity to this task. But, together at the Call and Contact Center Expo, Black Box and Hammer will show how the right advice, platform, and applications at the right times can play a vital role in driving optimal outcomes.”

About Black Box

Black Box® is a trusted global solutions provider delivering cutting-edge technology solutions and world-class consulting services to businesses across the globe. The breadth of our global reach, continuous innovation, and depth of our expertise accelerate customer success by bringing people, ideas and technology together to solve real-world business problems. Our customer experience solutions, services and products enable secure, flawless connectivity and meaningful collaboration for businesses in every major market across six continents.

To learn more, visit the Black Box website at Follow the company on Twitter @BlackBox_ns. Black Box® and the Double Diamond logo are registered trademarks of BB Technologies Inc.

All other trademarks referenced herein are the property of their respective owners.


About Hammer

The largest contact centers around the world rely on Hammer and its proven technology to guarantee optimal customer experience and business outcomes. Through automated end-to-end testing and assurance solutions that mimic real-world citizen and customer engagement, Hammer ensures its clients deliver high quality communications across voice, IVR and digital channels. Hammer solutions play a pivotal role in ensuring excellence in day-to-day operation of more than 250 large enterprises, including 6 of the top 10 global banks, 8 of the top 10 global healthcare organizations and 7 of the top 10 largest insurance companies.

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