Automated Voice Quality Testing and Customer Experience Monitoring Solution for Work-from-Home Environments
For the first time in recent history, there are more people working remotely than in corporate offices. This shift has substantially changed network traffic patterns for millions of businesses worldwide, creating capacity and reliability issues with firewalls, VPNs, SBCs, and Internet Service Providers (ISPs).
These issues are having a very real impact on customer experience and productivity, and are costing companies billions in productivity, lost sales, and customer churn each year. Furthermore, contact centers still lack the visibility they need into ISP performance to deliver a seamless end-to-end customer experience.
Extend Your Testing and Monitoring Efforts to Include Work-from-Home Environments
Hammer Ohm™ empowers Contact Center Operations and Customer Experience teams to extend the testing and monitoring capabilities of the well-known Hammer portfolio to work-from-home environments, enabling the delivery of high-quality voice interactions with customers and colleagues. Decades of voice quality testing and monitoring expertise have been engineered into Hammer Ohm giving operations teams the unique ability to test from both the agent and customer perspectives.
It is the ideal choice for organizations looking to improve remote worker productivity and customer experience.
Proprietary VoiceRNA Scoring
Hammer Ohm’s VoiceRNA scoring compares the voice quality of recorded calls against an optimal recording sample. This enables Contact Center Operations and Customer Experience teams to score the voice quality of calls. A low VoiceRNA score might indicate a technical issue that could impact customer experience.
Validate Remote Worker Broadband Connections
Hammer Ohm measures Internet Service Provider (ISP) connection strength, jitter, MOS score, voice quality, latency and upstream and downstream speeds, enabling teams to validate the quality and performance of remote broadband connections to corporate networks and data centers.
Meet Customer Expectations and SLAs
Just because your workforce is remote doesn’t mean that customer expectations have changed. You’re still on the hook to deliver a quality experience.
Boost Workforce Productivity
Dropped calls, latency, and connectivity problems are responsible for billions of dollars in lost productivity and customer churn each year. The ability to efficiently identify and resolve those issues has a direct impact on workforce productivity and your bottom line.
Enjoy Rapid Time-to-Value
Hammer Ohm is easy to deploy, customize and use. A lightweight controller server is deployed on the back end and remote workers access the test interface via their browser. Teams can get up and running in under an hour.
Get to Root Cause Faster
Quickly rule out issues related to home networks and get to root cause faster.
Hammer Ohm’s open data collection framework allows it to easily integrate with analytic applications for deeper discovery and analysis of data sets. It’s active data capture library provides useful insights for user plane analysis and classification of ongoing network issues.