Interactive Voice Response (IVR) systems are often the first point of contact for customers and are pivotal to successful customer journeys. Unfortunately, traditional IVR systems have earned a poor reputation, mainly due to poor implementation. A one-size-fits-all approach, not adequately integrated with other contact center systems and often cannot cope with high volumes. The result of these failures leads to a long, confusing and frustrating process before a customer can resolve their query satisfactorily.
However, modern IVR systems offer huge potential to transform the customer experience and differentiate your customer service while increasing operational efficiency. Visual IVRs, integration with mobile devices and voice assistants, are popular with consumers. If designed well, IVR and voice apps offer a powerful tool to gather intelligence on the caller’s intent and ensure first call resolution.
Traditional manual testing methods can't develop, organize, and execute hundreds of test cases at the required speed. However, our robust automated end-to-end testing offers the key to success. Capable of simulating hundreds or even thousands of customer journeys under real-life conditions, extending across your entire contact center environment.
The introduction of Visual IVRs and the integration of mobile devices, RoboChat and text are already here. An Organization’s customer service offering must become more sophisticated, not simply to remain competitive, but relevant. Therefore, its testing capabilities must evolve and become more sophisticated as well.
Use Cases and Features
Reduce test design, development, and execution time by up to 90%
Hammer Go-Script and CallMaster solutions offer comprehensive feature testing, enabling you to reduce test design, development, and execution time by up to 90% while assuring 100% test coverage. As a result, our solution automatically generates and executes comprehensive feature tests from a call flow diagram, reducing test development time from weeks to days.
Measure Real-World Performance for World-Class Service
IVR testing solutions empower you to measure your company's performance against its business needs. As a result, you access the metrics you need to consistently meet your customer service goals and differentiate your brand through a world-class customer experience.
Enable Cross-Functional Team Collaboration across Multiple Locations
Hammer Cloud Platform (HCP) is an intuitive, fully automated, self-service testing platform for omnichannel applications. Hammer enables disparate departments to test across the entire software development lifecycle. The cooperation among teams helps identify and eliminate customer-impacting defects before they cost business.
Automate Testing across your entire Contact Center Environment
Generate traffic from any combination of on-premises, private or public cloud networks, thereby measuring the caller experience the way customers and users interact in the real world. In-country testing and monitoring improves the reliability and quality of test calls and can even eliminate expensive toll charges.