Contact Centre Testing Capabilities Pinpoint CX Failures at Scale

Hammer has announced new capabilities for its VoiceWatch automated CX quality testing and monitoring platform.

The new databanking feature makes it easy for contact centres to monitor service availability for thousands of customer-facing telephone numbers – including Toll-Free and Next-generation Network Numbers (NGN) – to pinpoint CX failures rapidly at scale.

Databanking enables the re-use of a single test script to execute hundreds or thousands of test cases using input parameters such as phone numbers and expected IVR responses to data-drive the test script customer journey.

VoiceWatch now offers periodic and ongoing 24/7 testing of important customer-facing phone numbers and customer journeys with minimal set-up effort.

John D’Anna, President of Hammer, explained:

“Companies tend to purchase numerous Toll-Free and Next Generation Network numbers to front customer-facing services, and these can be hard to track over time.

“The new VoiceWatch databanking feature makes it easy to ensure the numbers are still in service and will also validate the greeting to ensure the call is being routed to the correct business. Numbers that are no longer operational can be terminated to generate cost savings.”

Customers can proactively validate the end-to-end customer experience across all numbers within their telephony infrastructure; VoiceWatch simulates customer calls to each number to identify connection issues, as well as monitoring voice quality, latency and IVR performance, including any look-ups to back-end systems.

Built-in retesting capabilities means that any test failure gets validated and reproduced before an alert notification is generated facilitating actionable information for operations teams to take.

Comprehensive reporting capabilities include real-time alerts to inform Quality Monitoring teams of points of failure anywhere their contact centre infrastructure as soon as they happen and pinpoint the cause for rapid resolution.

John D’Anna concluded:

“Quality assurance can be a huge challenge for global organizations who may be offering multiple toll-free numbers to their customers or needing to monitor distributed contact centres or branch-based businesses.

“Unfortunately, in many cases, quality monitoring is still a time-consuming, costly, and ineffective manual exercise, which means that Quality Assurance is overlooked, putting the customer experience at risk.

“VoiceWatch is the most comprehensive and easy-to-use monitoring system available to today’s contact centre.

“Unlike alternative solutions, it doesn’t just validate the connection, it also confirms IVR prompts, checks back-end system look-ups, and ensures appropriate agent transfers. That’s why VoiceWatch is a complete end-to-end testing and monitoring solution.”