Today’s contact center infrastructure is under constant pressure to keep up with ever-changing customer demands. Regular technology upgrades, often within a multi-vendor environment, have become a way of life, from SIP trunking migrations, data center consolidation, disaster recovery projects, IVR platform roll-outs, CTI and agent desktop upgrades and many more.
In this environment of seemingly continuous change, operations teams can struggle to maintain Quality of Experience (QoE), while meeting critical project milestones for contact centre improvement projects. An effective testing solution is vital to managing risk, but all too often operations teams are forced to rely on out-of-date solutions that eat up time and resources, putting project deadlines and QoE in jeopardy.
Hammer On-Call is a managed load testing service that will validate end-to-end performance in the most complex multi-vendor environments, from the customer to the agent and back. It combines the power of Hammer's award-winning, patented Hammer Test System with the expertise of the team. Not only that, but this winning combination of technology and industry-leading testing experience and methodology requires minimal investment and support from the client organization.
Test. De-risk. Drive service innovation
Key benefits
Key benefits
Meet performance goals every time, with world-leading testing technology
No matter how complex your contact centre environment, Hammer On-Call’s end-to-end testing will guarantee optimal network performance and ensure a consistent, customer experience. We can test how your network and contact centre environment will perform under stress by simulating real-life scenarios at scale. We can help you validate multi-vendor environments, including equipment and configuration settings. Our end-to-end testing encompasses IP, contact center, Unified Communications and Mobile Solutions. And it doesn’t stop there; we can also simulate agent actions programmatically, to measure agent experiences and answer questions. Whether you want to validate some or all of your infrastructure, we will create a plan tailored to your unique business goals.
Key benefits
Depend upon our world-class testing expertise to empower your team
Our experts will develop a comprehensive test plan tailored to the precise needs of your business – however complex your contact centre environment. Your plan will be based on the latest global best practice, with detailed performance and evaluation criteria. Not only that, but we will execute the rest and produce detailed reports, available to view in real-time via a secure website.
Key benefits
Identify vulnerabilities and fix problems in minutes
Our comprehensive testing and detailed real-time reporting give your team the necessary information they need to identify and fix capacity and connection problems within minutes before the system goes live. We provide access to all performance testing data, including a log file that tracks bugs and fixes.
Key benefits
Achieve significant savings on troubleshooting costs and lost opportunities
Once your project goes live, any performance issues can lead to dropped calls, poor voice quality and other QoE issues, all of which can generate increased call volumes. Just as problematic, many issues can also be difficult to pinpoint once the system is live, leading to thousands of man-hours lost to troubleshooting. With Hammer On-Call you can sleep soundly knowing that optimal performance is guaranteed.
Key features
End-to-end testing of complex, multi-vendor Contact Centres
Detailed real-time reporting to pinpoint issues for rapid correction
Guarantee network performance
Measure quality of experience from the customer to the agent and back
Resources
Related products
Hammer Voice Explorer
Hammer On-demand QA Testing
Hammer On-demand Performance Testing
VoiceWatch
