VoiceWatch is a full-featured, proactive contact center monitoring solution by Hammer, the leader in end-to-end quality of experience testing and monitoring.
VoiceWatch detects and diagnoses current and potential technology problems from the public switched telephone network (PSTN) to the IVR application by emulating real-world customer interactions around the clock. When a customer-impacting event is detected, VoiceWatch records it and pinpoints where it occurred. Operations teams are alerted via SMS or email, enabling them to quickly identify the root cause and analyze its impact.
With VoiceWatch, you can:
- Create your own test scripts or leverage Hammer's experts
- Set alert thresholds for user experience indicators
- Executive test strips 24/7
- Schedule test phone calls to run every 5, 10, or 15 minutes
- Leverage advanced speech recognition for proper content verification
- View call results, performance trends, and historical summary reports via a web interface
- Create custom templates to send email or SMS alerts