Definitively identify root cause with complete call path visibility
It’s not easy to identify the source of defects or issues within complex contact center environments. A single call has the potential to flow across multiple networks and technologies, some of which are managed by different teams or even different vendors.
How can you isolate or accurately diagnose an issue if you only evaluate a fraction of the call flow? Simply put, you can’t.
This is why Empirix has built true end-to-end functionality into our Hammer Cloud solution. Hammer Cloud is the first and only truly self-service test automation platform capable of bidirectionally testing and monitoring the performance of your network, infrastructure and applications end-to-end — from beginning to end.
It simulates production level traffic from anywhere to anywhere in order to evaluate and improve the quality of calls and customer / agent experience. End-to-end visibility is achieved when Hammer Virtual Agent and Endpoint automation components securely connect and authenticate with Empirix Hammer Cloud.
Evaluate CTI Attached Data
Evaluate whether customer data was attached to the call and whether the screen pop displayed the necessary information to help the agent expedite the customer’s inquiry.
Empirix’s Hybrid Approach Makes End-to-End Possible
End-to-end visibility is not possible without virtual agents. And virtual agents require hybrid functionality to facilitate call generation and testing between locations.
Test and Measure Bidirectional Voice Quality
Phone calls are have no value if you aren’t able to hear what the automated attendant or other person is saying. With Hammer Cloud, you can test the voice quality of each participant as they alternate speaking.
Centralized Management of Endpoints and Virtual Agents
Hammer Endpoints and Hammer Virtual Agents can be centrally managed through the Hammer Cloud Platform, enabling more efficient configuration management.
Automate Complex Test Cases
Complex test cases such as blind and attended agent transfers are time-consuming to test manually and difficult, if not impossible, to test with automation tools. Hammer Cloud’s end-to-end functionality removes these barriers.