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 – and fix them - before your customers do
Not only monitor the functionality of each individual component of your contact center; track also how it is functioning within the overall system, from the PSTN to the IVR. And your operation team no longer needs to spend time analyzing multiple data sources; pinpoint the problem and alerts the operations team via SMS or email so they can take immediate action to fix it.
As contact center complexity increases, so too does the volume of dissatisfied customers, adding pressure to operations teams who must quickly detect, diagnose, and even predict technology issues before they impact customers or revenue. But detecting and diagnosing problems in a complex, end-to-end production environment isn’t easy.
You must test each component independently as well as its interoperability to ensure a seamless customer experience. Traditional tools provide an endless supply of data, reports, and alerts, but cannot pinpoint the issues that impact customers the most.
Reduce operational costs, while boosting customer satisfaction
Monitor the availability, accuracy, and performance of network components, voice solutions, and back-end database systems to identify and even prevent downtime, outages and failures. Mean time to repair is reduced, delivering real cost savings and immediate value for your business.
Put your operations team in control
Make your operation team efficient and allow their members to set alert thresholds for user experience indicators, execute test scripts 24.7 and schedule test phone calls. Get also call results, performance trends and historical summary reports via a web interface, with customizable email or SMS alerts.
Read featured articles and publications
Hammer One: Free IVR load testing available for a limited time
Hammer One’s free one-hour load test reveals the IVR issues, integration challenges, and unknown unknowns that impact CX and cost businesses money
Hammer’s CX Health Check Quiz
66% of CX leaders don’t know how their contact centers are performing. With our CX Health Check assessment, you’re better informed and equipped
Hammer Voice Explorer
Test and monitor Interactive Voice Response (IVR) performance with Hammer Voice Explorer to identify and resolve issues that could impact CX
VoiceWatch
VoiceWatch detects and diagnoses current and potential technology problems from the public switched telephone network (PSTN) to the IVR application by...
Google Dialogflow Transformer overview
See how Hammer’s Google Dialogflow Transformer empowers CX teams to accelerate project creation and testing for conversational AI journeys
Hammer On-Demand
Ongoing business or technology-driven change could pose significant risk to the stability and performance of your contact center technologies. The abi...
Hammer On-Call: security testing
Help your business reduce churn and operational costs, while accelerating digital transformation and extending the value of existing investments with ...
Hammer On-Call: performance testing
A single business-or technology-driven change can pose significant risk to the stability and performance of your contact center technologies. See how ...
OneSight
Learn how OneSight enables operations teams to quickly identify customer-impacting contact center technology issues, and their root cause, across mult...
Test automation and monitoring solutions
Hammer offers a variety of test automation and monitoring solutions for ensuring a quality experience for your remote workforce and customers.
HammerRTC for NICE CXone
Prepare your contact center for a seamless move to the cloud using Nice CXone and ensure your system works as planned.
Visibility into complex multi-vendor Contact Center performance for financial services
Drive customer service innovation, contact center efficiency and adapt to changing customer needs with our automated solutions for financial services.
Empowering Healthcare Providers to Deliver a Consistent and Quality CX
Cloud migration and compliance are challenging for healthcare providers. Learn how to innovate CX in a world characterized by "business unusual".
Evolve Your Utility Contact Center With Hammer
Discover how Hammer empowers utility companies to maintain compliance and deliver a consistent and quality customer experience, even during unexpected...
Five reasons customers choose Hammer
Find out the top five reasons customers trust Hammer products and add-on services to test their contact centers environments.
Testing: Contact Center Insurance in an Uncertain World
Frequent and targeted testing and monitoring can resolve many issues that otherwise would lower customer service levels.
Voice Biometrics: Pre-deployment test methodologies
Voice-based authentication of callers, or voice biometrics, provides a user-friendly method to secure customer care interactions. In order to ensure t...
Top metrics to achieve contact center assurance
For organizations that require frequent and direct communication with their customer bases, contact centers are a must—as is assuring that their conta...
Get the most out of your migration to SIP trunking
As businesses migrate to VoIP, there is great concern about service availability and application stability, especially when it comes to speech recogni...
The future of IVR customer service assurance
Today’s consumers are more socially aware of products and services and, with customer retention being critical, businesses now face a challenge: How c...