Test and monitor Interactive Voice Response (IVR) performance with Hammer Voice Explorer to identify and resolve issues that could impact CX. Machine learning makes this possible by automatically discovering and documenting customer journey test scripts across your entire software development cycle. With results displayed in a single dashboard, you gain an extensive view of service quality across the mobile and digital networks.
With Hammer Voice Explorer, you can:
- Create an interactive visual map of your IVR
- Transcribe IVR prompts to text
- Support DTMF and speech applications
- Pre-set data inputs to navigate the IVR; for
- example, an account number or access code
- Edit IVR utterance before converting to test cases or documentation
- Import test cases into Hammer on Demand QA
- Support negative test discovery mode
Test. De-risk. Drive service innovation
Reduce test automation development by 80%
Our “negative test discovery” feature enables you to quickly identify potential navigation errors, review and optimize the IVR. As a result, you shorten user acceptance testing (UAT) timelines and reduce the time and effort required by QA testers to generate or update test scripts.
Reduce documentation effort
Decrease the time and effort required by QA engineers to document new customer journeys and IVR paths in Self-Service Applications. Edit scripts and store them in regression libraries to increase application coverage and shorten testing cycles.
Persona driven testing
By providing IVR inputs such as account number and PIN for a specific caller profile (platinum customer, delinquent customer, etc.), Hammer Voice Explorer discoveries allow QA and UAT teams to identify a persona-driven testing approach for IVR defects quickly.
Accelerate cloud migrations
Manual testing and verification are often prone to human error and subjective interpretation and lack consistent uniform results. Save time and effort with documenting and confirming existing IVR functionality in legacy contact center platforms by enabling more efficient cloud IVR design and buildout. Discover and document your new cloud IVR to verify its design adherence during functional testing. Automatically generated scripts can then be leveraged post cloud deployment for ongoing regression testing and production monitoring.