Empirix Hammer On Call Customer Experience Assessment Preempt issues by assessing your contact center's performance from the customer perspective with Empirix Hammer On Call. This hosted testing-as-a-service solution ensures that voice self-service applications and the supporting infrastructure are performing optimally and providing a great experience. Empirix Hammer On Call tests performance and interoperability in complex, multi-vendor environments. Empirix begins by validating the service provider network as well as the PBX, ACD, or routing systems sending calls to the IVR. Then we comprehensively evaluate the performance and functionality of the self-service applications themselves – under different traffic conditions and call volumes, with speech recognition, or DTMF tones. During this evaluation, Empirix also analyzes back-end and agent connections. Empirix On Call provides a system-independent customer experience evaluation, as all test calls are delivered remotely through the Public Switched Telephone Network (PSTN) or carrier's VoIP network. At the end of each engagement, a scalability report is provided, which summarizes final system performance and includes highlights from the testing sessions. Sample metrics reported include: Variation in IVR systems/database response times Variation in calls time-to-connect Prompt errors or poor prompt quality Speech recognition errors and response times Busy signals or dropped calls The Empirix Hammer On Call testing service is customized for each specific contact center, enabling companies to truly understand the customer experience. Along with an in-depth analysis of the current situation, Empirix provides expert recommendations for improving performance. This service is ideal for companies that want to know they are providing a great experience, every time. With proactive analysis of contact center and voice response solutions, companies can: Preempt issues to increase self-service resolution rates Lower call abandonment rates Reduce cost per call Realize significantly higher customer satisfaction rates