Hammer launches Hammer Edge to extend agent experience management to remote workers and cloud services

Enterprise contact centers and Hammer partners gain the ability to measure and score critical technology services essential to agent experience, accelerating performance issue resolution, reducing operations costs, and enhancing end-to-end customer experiences

Boston, MA | January 11, 2024 - Hammer, the global leader in end-to-end contact center testing and CX assurance, today announced the launch of its newest software solution: Hammer Edge. This new addition to the company’s Hammer Cloud Platform provides enterprise contact centers, CCaaS vendors, global systems integrators, and other organizations with remote and hybrid workforces with total visibility into their endpoint, network, application, and system health – across the entire agent population.

Hammer Edge offers automated measurement reports by line of business, team, geography, or individual agent. With these measurements, IT and contact center operation teams can instantly identify and troubleshoot issues to deliver a consistent, seamless end-to-end customer experience.

“Between remote and hybrid work and the increased need for cloud services, it’s getting harder to assess system performance,” explained Hammer President, John D’Anna. “Modern contact centers depend on agents at the edge of their corporate network communicating with devices, ISPs, VPNs, and third-party APIs, all of which can vary wildly. When something goes wrong, there are so many variables, finding a solution or even a temporary workaround isn’t easy – assuming contact center leaders ever learn about that performance issue in the first place.”

The necessity of agent experience management

Contact center agents represent the face of their organization to customers. When they can’t meet the standard of quality that customers and contact center leaders expect CSAT scores plummet, customer and agent churn increases, and organizations can quickly fall out of compliance with SLA requirements and industry regulations.

“Hammer Edge cuts through the complexity of modern corporate networks to give our customers and partners transparency across the entire CX environment,” said Kacey Kemmerer, Hammer’s SVP of Global Sales and Channels. “With Hammer Edge, contact center leaders can glance at a single dashboard and see when drops in performance or quality happen, who’s impacted, how long the issue persists and where the problem started. They can also rest easier knowing an ITSM ticket with detailed impact, triage, and resolution data will be automatically opened so that agents can get back to serving customers faster.”

Hammer Edge and perspective-based measurements

To provide enterprise contact centers and CCaaS vendors with multiple perspective-based measurements, Hammer Edge securely measures agent, user, and workforce data, gathering defined ISP, network, web application, VPN, VDI, voice, and endpoint datasets to assess and score the delivered experience. This data is presented in customizable experience scores that give operations and IT teams real-time and historical insights for a single pane of glass view into the entire contact center’s health and performance.

With this unmatched level of transparency, Hammer (formerly Empirix) expands on its long history of supporting and enhancing customer experiences for some of the world’s most recognized and respected brands.

“For over 30 years, our partners and customers have relied on Hammer solutions to optimize their customer experience. We take that trust seriously and are always working to improve and enhance our software suite to make sure the Hammer community continues to have access to testing and assurance solutions that cover their evolving needs,” said Kurt Dahlstrand, Hammer’s Senior Director of Product Strategy and Solution Engineering.

“With Hammer Edge, we’re expanding our end-to-end testing and measuring capabilities farther than ever before to offer our community more visibility than they’ve ever had. Most importantly, with Hammer Edge, we’re able to reassure our customers that even at the farthest point of their corporate network, they’re delivering the high-quality customer experience that they always strive to deliver.”