It's not easy to identify the source of defects or issues within complex contact center environments. Let's take a single call. It can flow across multiple networks and technologies, managed by different teams or vendors.
How can you isolate or accurately diagnose an issue if you only evaluate a fraction of the call flow? Simply put, you can’t.
To address these complex situations, Hammer provides true, end-to-end test functionality. Hammer analyzes, tests and monitors the performance of your network, infrastructure and applications to evaluate and improve the quality of calls and customer and agent experience.
Use Cases and Features
Evaluate CTI attached data
Evaluate whether customer data was attached to the call and whether the screen pop displayed the necessary information to help the agent expedite the customer’s inquiry.
Centralized management of endpoints and virtual agents
Hammer endpoints and Hammer virtual agents can be centrally managed through the Hammer Cloud Platform, enabling more efficient configuration management.
Automate complex test cases
Complex test cases such as blind and attended agent transfers are time-consuming to do manually, difficult, if not impossible, using automation tools. Hammer Cloud’s end-to-end functionality removes these barriers.
Hybrid architecture makes end-to-end possible
End-to-end visibility is not possible without virtual agents. And virtual agents require hybrid functionality to facilitate call generation and testing between locations. To ensure proper global reach and test conditions, deploy automated endpoints within your environment or AWS or Azure.