Contact centers are under increasing pressure to deliver a world-class customer experience. As a result, new features and upgrades are a constant requirement to keep pace with evolving customer expectations, technologies and changing business requirements.
The adoption of multiple channels for effective customer engagement and interaction are a given, including voice, chat, email and web. Often, within today’s multi-vendor, distributed contact center environment.
Hammer offers robust test automation and monitoring to ensure success throughout the deployment cycle, from development to pre-deployment to post-production.
Use Cases and Features
Contact center chat
We perform stress testing and active monitoring of the customer journey through your web portal down to the omnichannel skilled agent. Automating voice and chat interaction at both ends enables you to measure the utilization of skilled agent positions. And under a variety of scenarios, giving you complete confidence in your business strategy aligning with your technological capabilities.
Screen pop and CTI testing
You need detailed performance metrics on customer experience journeys through the IVR platform and its skilled-based agent routing. Our methodology correlates IVR experience with data delivery and agent experience at both the CTI and the desktop level.
Email engagement within contact centers is still a necessary form of communication. Mainly to summarize a transaction or provide referenceable information. Assuming email “just works” can lead to critical gaps in the Customer Experience. Automating an email test function provides the assurance you are covering all bases.