John D’Anna to lead Hammer, the fast-growing contact center assurance division created from the acquisition of Empirix by Infovista
Experienced leader to drive and fulfill booming demand for Hammer customer experience assurance as contact centers migrate to the cloud
Billerica, MA – 19 January 2022, Hammer, an Infovista company that makes customer experience work, has announced the appointment of John D’Anna, former CEO of Empirix as its new President. Hammer emerged from the acquisition of Empirix by Infovista in April of 2021 and serves the world’s leading contact centers to guarantee optimal customer experience and business outcomes.
Through automated end-to-end testing and assurance solutions that mimic real-world customer experience, Hammer ensures its clients deliver high quality communications across voice, IVR and digital channels. Every day, more than 15% of the Fortune 500 use Hammer to improve the customer experience for billions of interactions.
“The pace of change within the Contact Center industry is unprecedented,” said John D’Anna, President of Hammer, “More importantly, the behaviors and expectations in terms of quality of experience for consumers and agents have evolved so drastically over the last few years that no user centric organization can ignore Customer Experience assurance anymore.”
“New technologies such as cloud are now mature enough to bring tangible business outcomes and this is helping to drive our overall annual growth rate to 26%, including a 35% increase in subscription revenue during the last year alone. Moving forward, the solid foundation offered by Infovista along with access to an enlarged client based will help fuel innovation and success for Hammer.”
“John’s leadership of the new Hammer business is a significant appointment and highlights our commitment to invest and grow our contact center offering,” said José Duarte, CEO of Infovista. “This commitment and belief, both translated by the new Hammer brand, aim to make Hammer thrive, making the most of market drivers such as cloud adoption and multichannel contact centers as well as Infovista’s enlarged footprint and assets to address the customer experience needs of our international clients.”
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.
In the last 6 months alone,
- Hammer has launched Hammer Voice Explorer (HVE), an innovative solution to analyze Interactive Voice Response (IVR) systems and automatically create accurate documentation and testing scripts to help streamline adoption of cloud contact centers.
- Hammer has announced a new international channel partner program and grown its solution engineering and professional services teams in both the US and Europe.
- Hammer has launched a new brand architecture and visual identity that supplants Empirix and clearly differentiate Hammer’s leading value proposition on the market.
Bringing more than 30 years of industry experience to the role, John D’Anna is President of Hammer, the contact center assurance business of Infovista. Former CEO of Empirix, John D’Anna has successfully led the activities of the company until its acquisition by Infovista in April 2021. Under John’s leadership, Empirix built strategic relationships with some of the world’s largest communications service providers and customer centric organisations.