Migrating your contact center to the cloud brings many advantages. It can help you achieve scale, optimize costs and introduce new functionality. However the process of moving your contact center to the cloud is complex and requires careful planning to ensure success.
Hammer gives you the capability to optimize your migration plan so you avoid costly implementation mistakes and ensure project delivery on time and within budget. From pre-launch to post-production, Hammer can provide the assurance that your contact center migration works end-to-end across devices, software clients, and applications.
With Hammer you can carry out a full configuration audit of your existing infrastructure and test how it performs under stress. The audit gives you all the information you need to define your migration route with confidence. And finally our extensive automated testing capability means you can generate a cloud migration profile that aligns with your business goals.
Use Cases and Features
Audit and baseline your current solution
A configuration audit is a natural step before you start the process of migrating to the cloud. Many objects and configurations will have been layered on top of each other over several different versions of legacy solutions. Use the audit to optimize your design and create a baseline to move your migration forward.
Accurate representation of IVR systems is a constant challenge in contact centers. What may have started as an accurate design document often results in an implementation that has slight variances and modifications. This leads to complications when creating test scripts and making any future design changes. Use Hammer Voice Explorer to automate the generation of test scripts for current and future designs.
Functional and Regression testing
Use our best practice methodologies to increase application coverage and reduce test execution times. Leverage our unique expertise to drive towards more agile development and deployment methodology. You deploy more features regularly and beat competitors to market with more effective customer journeys and agent experiences.
Stress / Load Performance testing
Deploy with confidence. Too many problems arise in today's contact center only when under significant traffic and in specific use models. Verify interoperability and interconnect with multi-vendor and hybrid cloud and premise contact center models and prove scalability. Collaborate in real-time to eliminate problems and fix gaps in your failover and disaster recovery planning.
Combine the measurement of actual call experience with the tracking and metrics of your technology components that support the user's transaction. Reduce your mean time to repair (MTTR) by automatically finding the root cause of problems before your customers do.