VoiceWatch is a full-featured, proactive contact center monitoring solution by Hammer, the leader in end-to-end quality of experience testing and monitoring.
VoiceWatch detects and diagnoses current and potential technology problems from the public switched telephone network (PSTN) to the IVR application by emulating real-world customer interactions around the clock. When a customer-impacting event is detected, VoiceWatch records it and pinpoints where it occurred. Operations teams are alerted via SMS or email, enabling them to quickly identify the root cause and analyze its impact.
With VoiceWatch, you can:
- Create your own test scripts or leverage Hammer's experts
- Set alert thresholds for user experience indicators
- Executive test strips 24/7
- Schedule test phone calls to run every 5, 10, or 15 minutes
- Leverage advanced speech recognition for proper content verification
- View call results, performance trends, and historical summary reports via a web interface
- Create custom templates to send email or SMS alerts
Highlights
Detect issues before your customers do
Measure the end-to-end CX
Prevent issues from impacting KPIs
Stop system failures
Use cases and features
Pinpoint issues before customers do
Hammer goes beyond monitoring individual components to track how they function within the full system, from PSTN to IVR. Automated root-cause detection and real-time alerts via SMS or email empower teams to act fast and protect your customer experience.
Cut costs and boost satisfaction
Hammer monitors networks, voice solutions, and databases to detect and prevent downtime or failures. By reducing mean time to repair, it lowers operational costs while protecting performance and delivering immediate business value.
Put your operations team in control
Hammer empowers operations teams with 24/7 test execution, scheduled calls, and customizable alerts. Access results, trends, and reports via a web interface to boost efficiency and keep customer experience under control.
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