Boston, USA, 18 August, 2022 – Hammer, a global leader in end-to-end testing and assurance solutions, today announced the release of HammerRTC for Amazon Connect, the self-service, cloud-based contact center solution from AWS. The new HammerRTC solution will enable contact centers to independently validate their migration to Amazon Connect, speeding up deployment, optimizing customer experiences and reducing risk, using Hammer’s end-to-end automated testing capability.
John D’Anna, President of Hammer commented: “By enabling high-definition voice and video calls, screen sharing and messages directly from a web browser, WebRTC offers huge potential to reduce costs. Not only that, it also empowers agents to provide better customer experiences, wherever they are located. However, as part of any WebRTC deployment, it is vital to consider network performance, voice and video quality and interoperability, to eliminate potential points of failure before the deployment goes live.”
HammerRTC simulates WebRTC endpoints, allowing DevOps teams to emulate real-life scenarios at the scale needed to accurately predict the behavior of complex IP-based contact center environments during periods of peak demand. Uniquely, Hammer’s automated testing capability offers insight into the entire customer journey, from the initiated interaction to the agent desktop, including CTI data accuracy (screen pops) and agent workflow, for a complete end-to-end testing solution.
John D’Anna, President of Hammer continued: “CCaaS platforms bring many benefits for organizations, but migrating your contact center to the cloud is a complex, high-risk operation. Careful planning and testing are vital to ensure a successful migration and avoid putting mission-critical customer communications at risk.
“WebRTC deployments require a close focus on network performance and systems integration to ensure optimal customer experience. Any pressure on bandwidth can impact voice and video quality, while misconfiguration or congestion on enterprise routers and networks can lead to dropped calls and other issues. With HammerRTC, potential outages, downtime and broken customer journeys can all be identified and eliminated at the planning stage, enabling a smooth and successful transition to the cloud.
In conjunction with Hammer’s end-to-end automated testing capabilities, HammerRTC can also provide ongoing monitoring and assurance post-deployment, alerting contact centers to any network performance, interoperability and configuration issues in near real-time. Hammer will also pinpoint the cause of the issue, enabling rapid resolution of issues that could impact the customer experience.
John D’Anna concluded: Amazon Connect has become one of AWS’s fastest growing services to date. Its self-service, easy-to-use capabilities means contact centers can reinvent customer service. HammerRTC will enable DevOps teams to design better customer journeys and ensure that every step of the journey performs as it should. It provides the proof DevOps teams need to implement Amazon Connect with confidence, speeding up deployment and maximizing Return on Investment.”