The energy and utility market faces critical customer service challenges, many of these accelerated by the global pandemic. For example, growing customer preference for digital channels, the shift to home working for agents and rising customer churn rates have all put contact center performance and customer experience under the spotlight.
According to industry sources, customer churn cost US utility companies $32.9 billion in 2020, and the picture is similar in other countries. In the same year, agents were under pressure to handle a staggering 54 million calls that could have been satisfied by a self-service channel.
Contact centers address these challenges by introducing IVR and other voice-driven self-service channels. But often, doing so against a backdrop of sub-optimal technology infrastructures, with Quality of Experience (QoE) issues that put the customer experience at risk.
Effective customer journey planning and testing are critical to the success of contact center improvement projects. Still, how can you guarantee flawless execution in a blended human and digital environment? Only if each component – and its interoperability - has been thoroughly tested before commissioning and regularly monitored during operation.
Hammer offers a combination of human expertise and award-winning patented technology to deliver an automated testing solution that empowers your team. As a result, you access the metrics needed that measure real-world performance against business needs.
Use Cases and Features
Depend upon the flawless performance of your contact center – and avoid regulatory penalties for service disruptions
Too often, performance issues only arise when systems are put under stress. It is difficult, time-consuming and expensive to troubleshoot performance issues once they impact the customer. Our comprehensive automated testing capability will simulate real-life environments to proactively identify performance issues, so your team can fix them before you go live. Our solution can verify interoperability and interconnect with multi-vendor, hybrid cloud and on-premise contact center models to prove scalability. We verify the end-to-end customer journey from the agent desktop to the customer and back.
Leverage our unique expertise to drive towards a more agile development and deployment methodology.
You can deploy more features regularly and beat competitors to market with more useful customer experience journeys.
Leapfrog competitors with an agile deployment approach
Leverage our unique expertise to drive a more agile development and deployment methodology. Our end-to-end automated solution reduces test execution times to speed up deployment and flawless execution.
We will help you deploy more features regularly and beat competitors to market with more useful customer experience journeys. You will never need to miss a project milestone again.
Launch IVR and voice-applications with total confidence
Whatever state you are it in your development lifecycle, we can help you deliver the perfect customer experience. Our automated testing solutions that can emulate both devices and human behavior in labs or in production.
Our methodology correlates IVR experience with data delivery and agent experience at both the CTI and the desktop level, giving you the detailed metrics you need to design flawless customer journeys, from the IVR to your live agents. By measuring real-world performance against business needs, we provide the metrics you need to deliver on your vision for customer experience.
We enable you to measure real-world performance against business needs, giving you the metrics you need to ensure proper Customer Experience.
Guarantee flawless CX and achieve operational savings with proactive monitoring
Combine the measurement of actual call experience with the tracking and measurement of your technology components that support the user’s transaction. Our real-time reporting reduces mean time to repair by automatically finding the root cause of problems before your customers do. And your team can collaborate real-time to eliminate problems and fix gaps in your failover and disaster recovery planning.
Reduce your mean time to repair by automatically finding the root cause of problems before your customers do.