With more customer service representatives working from home than ever before, enabling “business as usual” isn’t as easy as giving employees a laptop and headset.
Remote contact center agents are outside the scope of your corporate network, creating an ever-present Quality of Service risk, as well as security and data privacy issues.
Hammer Ohm is an automated voice quality testing and monitoring solution for the work-from-home environment that empowers managers to identify and resolve the quality issues that plague home networks to ensure a high-quality CX.
Regain Visibility and Control over CX
Monitor multiple metrics - connection strength, jitter, MOS score, voice quality, latency and upstream and downstream speeds – in real-time. A single, numeric quality score allows Managers to quickly identify and fix capacity and reliability issues caused by Firewalls, VPNs, SBCs, and Internet Service Providers (ISPs).
Protect Customer and Employee Privacy
Quickly rule out issues related to home networks and get to the root cause faster without interfering with the customer or employee privacy.
Avoid Downtime and Boost Productivity
Dropped calls, latency, and connectivity issues are responsible for billions of dollars in lost productivity and customer churn each year. With Hammer Ohm, Managers can quickly find and resolve issues that impact workforce productivity.
Provide a Flawless CX and Maintain Service Level Agreements
Your workforce may be remote, but SLAs and customer expectations have not changed. Gaining visibility into ISP performance provides the insight you need to redirect inbound customer traffic to agents with high connection quality, therefore protecting CX.
Enjoy Rapid Time-to-Value
Hammer Ohm is easy to deploy, customize and use. A lightweight controller server is deployed on the back end, enabling remote workers to access the test interface via their browser. As a result, teams can get up and running in under an hour.
Built-in Reporting for Deeper Discovery
Hammer Ohm’s open data collection framework allows it to easily integrate with analytic applications for deeper discovery and analysis of data sets. Its active data capture library provides valuable insights for user plane analysis and classification of ongoing network issues.