Hammer End-to-End Testing Solutions
User experience testing to assure the quality of the customer-agent experience
Measuring how the customer interacts with your contact center is important but is only part of the true user experience. In order to get a complete picture of the customer experience, you need to validate a contact from the agent’s point of view as well. In other words, you need to view the user experience from end-to-end.
True end-to-end testing must be easily repeatable. When testing complex contact center technology from end-to-end, it is likely that problems will be revealed. Once those problems have been repaired, you will want to be able to run the same test again to ensure that the problem has not re-occured.
Our Hammer End-to-End Testing Solutions consist of products and services that can help you ensure the quality of the user experience for both the customer and the agent:
- Empirix’s Virtual Agent Simulator (VAS) works with the Hammer Test System to emulate transactions between the agent desktop and the CTI and CRM servers. The VAS simulates the agent’s call handling and collects metrics from the agent’s perspective. It determines where the call went (which agent or skill group), if there was attached data, whether the data was correct, and how long it took to populate the agent desktop.
- Empirix Testing as a Service™ combines our powerful Hammer technology with expert professional services consultants to provide a customizable solution focusing on testing the customer and agent experience end-to-end
- In addition, the Empirix contact center professional services group possesses extensive experience with end-to-end user experience testing and offers services from training to a fully managed test service.
