Empirix launches Hammer Voice Explorer to complete end-to-end cloud-based solution ensuring contact center’s customer experience

New automated IVR discovery solution reduces test automation development time by 80%

December 13th, Avaya Engage, Orlando, FL – Empirix, an Infovista company  delivering leading testing solutions for contact centers, has announced it becomes the only provider to offer a complete end-to-end cloud-based solution to identify and resolve challenges affecting quality and customer experience  with the launch of Hammer Voice Explorer (HVE). HVE is an innovative solution to discover the paths in an Interactive Voice Response (IVR) system and automatically create accurate documentation and testing scripts to help streamline adoption of cloud contact centers.   

“We have seen a massive demand from customers for cloud contact center,” says Kacey Kemmerer, Vice President, Global Contact Center Sales and Channels at Empirix, “Yet in the past, our typical engagement was during the testing and scaling part of a contact center project, where it is more difficult to rectify fundamental issues derived from poor design and planning. HVE enables us to complete our end-to-end contact center testing capabilities.” 

With early results demonstrating an 80% reduction in the time taken for IVR discovery, documentation and test script generation with higher levels of accuracy compared to manual processes, HVE enables to engage with customers and integrators at the earliest stages of the cloud contact center journey. Additionally, HVE automatically generates scripts that can then be leveraged post-cloud deployment for ongoing regression testing and production monitoring. All these innovations save businesses thousands of hours of manual testing and verification while mitigating the potential of human error, subjective interpretation and lack of consistent uniform results. 

“We have used HVE at a number of Beta customers and the feedback has been extremely positive,” says Kemmerer. “When compared to the manual equivalent, HVE can reduce the time it takes for test automation development by around 80% and the cloud-based nature of the platform supports any telephone number and every contact center vendor making it incredibly easy to deploy at any scale.” 

HVE is a modular extension of the Hammer Cloud Platform and was built using a Machine Learning foundation to automatically discover and document an existing IVR and create customer journey test scripts for the entire software development lifecycle. HVE also assists the verification of cloud IVR system adherence during functional testing.   

Additional capabilities of HVE include full IVR prompts to text conversion, support for both DTMF and speech based IVR applications and extensive “negative test discovery” to highlight previously undocumented responses and potential navigation errors.