At Hammer, we understand that every customer journey matters. Successful customer journeys depend upon multiple factors, from product design through to execution. Every customer and every business is different. However one factor is common to all truly customer-centric companies; understanding how things work from the customer perspective. Our automated testing solutions give you the capability to test hundreds or even thousands of customer journeys under real-life conditions. And our real-time reports give you the information you need to identify and fix issues, before they impact your customer.
Who are we creating solutions for?
Interactive Voice Response (IVR) menus are supposed to make life easier for everyone. Ideally, IVR systems should quickly provide customers with the info they’re seeking and, if that’s not possible, route them to the agents who can provide quick assistance.
Knowing how your IVR functions is critical for making design changes, optimizing functionality or migrating to new platforms. With IVR Discovery, the process of generating your IVR documentation and using it to automatically generate a suite of test scripts will decrease time spent developing tests and increase test coverage accuracy. All it takes is a phone number and Hammer Voice Explorer does the rest.
QA and regression testing
Today’s consumers are hungry for new features. They’ve been conditioned to expect near constant updates to the products and services they use. The pressure is real, and it makes regression testing more important than ever.
Contact Center assurance
Whether you’re monitoring a live deployment, planning an expansion or expecting a spike in traffic volumes, you need a partner and technology solution to make it all as smooth and risk-free as possible.
It’s not easy to identify the source of defects or issues within complex contact center environments. A single call has the potential to flow across multiple networks and technologies, some of which are managed by different teams or even different vendors.
Today’s contact centers rely on different channels for effective communications with their customers, including voice, chat, email and web. Effective test automation and monitoring throughout the deployment cycle is essential, from development to pre-deployment to post-production.
Contact Center cloud migration assurance
There are many reasons to migrate contact centers to the cloud, such as achieving scale, optimizing costs and the introduction of new capabilities. A well-executed migration plan will avoid costly mistakes in implementation and ensure your project goals are met on-time and on-budget.
Security and interoperability testing
Leverage Hammer technology to ensure that your telecommunications technologies such as carrier SIP trunking, SBC, IVR, and CTI are operating and interfacing as expected as part of your overall Business Continuity planning and impact analysis compliance.
Fraudulent robocalls are today’s No. 1 consumer complaint to the Federal Communications Commission (FCC). To combat illegal spoofing and protect consumers, the FCC has prescribed that service providers implement a set of tools, known as STIR (Secure Telephone Identity Revisited)/ SHAKEN (Signature-based Handling of Asserted Information Using toKENs), designed to identify signs of fraudulent, automated calls.
Hybrid hammer cloud
To fully optimize customer experience in your contact center, a mix of cloud and on-premise technologies is essential. After spending 25 years pioneering test automation, we have developed a solution that considers the real physical world that you and your customers inhabit.
Today voice quality is challenged by many factors – consumer mobility, network configuration changes and shifting network bottlenecks. Hammer can validate your CX Quality under load conditions and on an ongoing 24/7 basis. Make CX Quality a strongpoint for your business.
Hammer provides automated voice over IP (VoIP), contact center (CC), and unified communications (UC) test capabilities that enable end-to-end testing from the customer and agent perspectives.
Test your customer-facing communications system by emulating actual customer traffic patterns. Test your system end-to-end at expected peak production traffic volumes, and measure the customer and agent experiences while stressing your full network and technology stack.
Remote worker network
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.
VoiceWatch is a full-featured, proactive contact center monitoring solution by Hammer, the leader in end-to-end quality of experience testing and monitoring.
Conference bridge monitoring
Recent changes requiring social distancing are putting teleconferencing technologies on center stage. While adoption has grown steadily over the years, our reliance on them has spiked in recent months. Now more than ever, in the absence of in-person exchanges, quality of service truly matters.