Test Automation

Customer experience is a priority for every contact center, but it is not easy to achieve Quality of Service (QoE) in a multi-vendor environment where the interoperability between multiple systems is a key component of success. Quality Assurance testing is vital to understand precisely where your system is under stress so that performance issues can be addressed. 

In the past, operations teams had to rely on, inefficient resource-hungry manual testing systems, that simply were  not able to do justice to the complexity of today’s complex customer journeys. Hammer is an automated testing system that is able to deliver automated end-to-end testing, not only from the customer, but also the agent perspective.  

Hammer test automation can be leveraged across the full DevOps life cycle and communications technology stack, including: 

• Telecom Carriers and ISPs 
• Session border controllers (SBCs) 
• Interactive voice response systems (IVRs) 
• Voice biometrics 
• Computer telephony integration (CTI) call routing 
• Customer relationship management (CRM) applications 
• Call recording 
• Chatbots 

It is now possible to test hundreds or even thousands of customer journey paths to ensure that every element of the customer experience is optimized for success – even during periods of peak demand. 

Hammer provides automated voice over IP (VoIP), Contact Center (CC), and unified communications (UC) test capabilities that enable end-to-end testing from the customer and agent perspectives. 

This end-user-focused approach to testing provides reliable, repeatable, and objective measurements that provide visibility into the user’s quality of service (QoS).