Contact center readiness: financial institution

An urgent enquiry from a Spanish financial institution’s contact center team challenged Hammer to test their new cloud telephony platform two weeks from go-live. They had already tried to go-live once before but failed due to capacity and voice quality issues. As a result, pressure was being placed on all internal and external parties to discover and remediate the root cause, however there was poor visibility and no ability to pin-point the fault on either the telco carriers or the CCaaS provider, or, of course, with the incumbent CC vendor.

Hammer therefore needed to:

• Test multiple inbound Spanish numbers at high load whilst at the same time discriminating between multiple carriers
• Navigate through the client’s IVR to reach a virtual agent at scale
• Test end-to-end voice quality of the solution to validate both the customer and agent experience

Download the case study to explore more of Hammer's capabilities in relation to a real-world financial institution use case scenario.