Contact center quality monitoring services

The cost of contact center outages goes up every year. As many as 80% of unplanned outages are caused by poor planning and are, therefore, preventable. Add to this boardroom pressure to deliver customer satisfaction and it’s no wonder operations teams are under constant pressure to identify and fix downtime, outages and failure.

As contact center complexity increases, so too does the challenge of ensuring seamless service delivery. Detecting and diagnosing problems in a complex, multi-vendor end-to-end production environment isn’t easy. Each component needs to be tested, not only for its individual functionality, but also its interoperability with the overall environment.

Traditional tools provide an endless supply of data, reports, and alerts, but cannot always pinpoint the specific issues that lead to outages. VoiceWatch is a cloud-based active monitoring solution that can accurately identify the root cause of issues. It empowers operations teams to quickly detect, diagnose, and even predict technology failures before they impact customers.

Test. De-risk. Drive service innovation

Get the assurance you need in an increasingly uncertain world with Hammer as your testing partner throughout your contact center technology journey.

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Key Benefits

Pinpoint costly issues – and fix them - before your customers do

Unlike traditional tools, VoiceWatch not only monitors the functionality of each individual component of your contact center; it also tracks how it is functioning within the overall system, from the PSTN to the IVR. And your operation team no longer needs to spend time analysing multiple data sources; VoiceWatch pinpoints the problem and alerts the operations team via SMS or email so they can take immediate action to fix it.

Key Benefits

Reduce operational costs, while boosting customer satisfaction

VoiceWatch monitors the availability, accuracy, and performance of network components, voice solutions, and back-end database systems to identify and even prevent downtime, outages and failures. Mean time to repair is reduced, delivering real cost savings and immediate value for your business.

Key Benefits

Put your operations team in control with powerful, customizable reporting

VoiceWatch can be easily customized for each client’s environment. It allows users to set alert thresholds for user experience indicators, execute test scripts 24.7 and schedule test phone calls. It also delivers call results, performance trends and historical summary reports via a web interface, with customizable email or SMS alerts.