The Hammer Test System is the industry standard solution for testing contact center voice and agent applications.
The system provides your team everything they need to perform feature, regression and load testing of contact center applications.
The solution verifies operational performance under real-world call traffic conditions prior to the deployment of any new or upgraded application so you can:
- Minimize the risks of upgrading or deploying new contact center technologies
- Realize the promise of new technologies faster
- Ensure a great experience for agents and callers
The contact center has evolved into one of the most vital customer-facing operations in the enterprise, now used to dramatically enhance customer relationships and to drive sales. But with increasing expectations around the customer-agent interaction, we must re-focus on maintaining high customer satisfaction levels, positive customer experience, and strong customer loyalty. The cost of bad quality of experience and poor contact center performance – lost sales, customer churn, tarnished brands – has risen exponentially. On top of this, the contact center infrastructure is becoming more complex, a multi-vendor implementation of diverse technologies and evolving standards that complicate operations. The challenge to assure service quality of contact center is great, but the business drivers to do so are much greater.
Using the Hammer Tests Systems - Call Master we take a complete approach to contact center testing and monitoring.
Our solutions leverage industry best practices throughout the technology lifecycle: planning, assessment, and development; focused testing during roll-out; and on-going contact center testing and monitoring. By validating the quality of the client-agent experience using real-world scenarios, Empirix solutions deliver the quickest investment return in the market:
- Get it Right the First Time – find and fix problems at pre-deployment, eliminating costly problems found during production
- Proactively Maintain Quality of Experience – find problems early by monitoring to baselines and fix them before the customer-agent experience is affected
- Know You’re Ready For the Future – validate contact center performance at higher anticipated loads and that disaster/contingency processes work as planned
For more information please take a look at the Hammer test System - Call Master Datasheet on the left.
