Customer experience is a priority for every contact center, but it is not easy to achieve Quality of Service (QoE) in a multi-vendor environment where the interoperability between multiple systems is a key component of success. Quality Assurance testing is vital to understand precisely where your system is under stress so that performance issues can be addressed.
In the past, operations teams had to rely on, inefficient resource-hungry manual testing systems, that simply were not able to do justice to the complexity of today’s complex customer journeys. Hammer is an automated testing system that is able to deliver automated end-to-end testing, not only from the customer, but also the agent perspective.
Hammer test automation can be leveraged across the full DevOps life cycle and communications technology stack, including:
- Telecom Carriers and ISPs
- Session border controllers (SBCs)
- Interactive voice response systems (IVRs)
- Voice biometrics
- Computer telephony integration (CTI) call routing
- Customer relationship management (CRM) applications
- Call recording
It is now possible to test hundreds or even thousands of customer journey paths to ensure that every element of the customer experience is optimized for success – even during periods of peak demand.
Hammer provides automated voice over IP (VoIP), contact center (CC), and unified communications (UC) test capabilities that enable end-to-end testing from the customer and agent perspectives.
This end-user-focused approach to testing provides reliable, repeatable, and objective measurements that provide visibility into the user’s quality of service (QoS).
Use cases and features
Speed up IVR testing using dynamic data to simulate hundreds of test scenarios
IVR menus are supposed to make life easier for everyone – but only if they are configured correctly to accurately route customers to skilled agents. Optimal performance depends testing hundreds of potential customer journeys – which can only be done with an automated testing system. Hammer empowers your team to speed up IVR testing using dynamic data to simulate and test hundreds of scenarios – within hours, rather than days.
Quality Assurance and regression testing
Improve your contact center quality assurance (QA) and regression testing practices with a flexible yet powerful approach to test design and execution. Offered as a fully cloud-based, hybrid, or on-premises solution, Hammer QA testing capabilities enable you to validate that your voice applications and technology have been implemented as designed.
End-to-end testing of your full network and technology stack
Test your customer-facing communications system by emulating actual customer traffic patterns generated in the cloud. Hammer gives you the power to simulate your system’s ability to handle peak traffic volumes. Measure the customer and agent experience while stressing your full network and technology stack. Choose from a full Software as a Service (SaaS) solution, or our Hammer on Call, an expert-led testing as a service (TaaS).
Test the interoperability of every component within your contact center environment
Leverage Hammer technology to ensure that your telecommunications technologies such as carrier SIP trunking, SBC, IVR, and CTI are interfacing as expected. The Hammer software provides a highly customizable state machine that enables testers to manipulate and validate lower-level VoIP telecommunications messages such as SIP INVITE headers, SDP codecs, T.38 fax, video streaming, and SIP Publish and Subscribe.