CustomerZone360 NEWS

Free eNews Subscription

Hammer Announces Hammer Edge QA Addition to Cloud Platform

By Tracey E. Schelmetic January 26, 2024

As contact centers have become less physically centralized (i.e. spread over not only traditional facilities, but also remote offices and even with home-based agents), testing and quality assurance have become more complex processes. It’s critical for call centers to ensure that support quality remains high no matter what their employee configuration looks like. That said, traditional QA solutions haven’t always adapted to new models and the technologies that enable them, especially when changes are needed most.

Contact center testing and CX assurance company Hammer this month launched its newest software solution: Hammer Edge. The new addition to the company’s Hammer Cloud Platform aims to provide enterprise contact centers, contact center-as-a-service (CCaaS) vendors, global systems integrators, and other organizations with remote and hybrid workforces with total visibility into their endpoint, network, application and system health – across the entire agent population. Using the solution, companies can ensure that the quality of customer support they are offering from their on-site, remote and home-based agents remains consistently high, and that CSAT scores and service level agreements (SLAs) don’t suffer.

The Hammer Edge solution offers automated measurement reports by line of business, team, geography or even individual agent. With these measurements, IT and contact center operation teams can instantly identify and troubleshoot issues to deliver a more consistent, seamless end-to-end customer experience, said Hammer in its announcement.

“Between remote and hybrid work and the increased need for cloud services, it’s getting harder to assess system performance,” said Hammer President John D’Anna in a statement. “Modern contact centers depend on agents at the edge of their corporate network communicating with devices, ISPs, VPNs, and third-party APIs, all of which can vary wildly. When something goes wrong, there are so many variables, finding a solution or even a temporary workaround isn’t easy – assuming contact center leaders ever learn about that performance issue in the first place.”

Hammer is an official exhibitor at the exciting (and fast-approaching) ITEXPO 2024, part of the #TECHSUPERSHOW taking place from February 13-15  at the Broward County Convention Center in Fort Lauderdale, Florida. Hammer will be in booth #929.

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending

By: Tracey E. Schelmetic    2/27/2024

Enterprise experience platform solutions provider Medallia, Inc. recently announced the findings of its new research report, "Understanding Personaliz…

Read More

Unmasking the Menace: How Deepfakes Pose Phishing Attacks on Customer Service

By: Special Guest    2/27/2024

Deepfake scammers are coming for your customers. As AI becomes increasingly sophisticated, cybercriminals are creating deepfake content that is increa…

Read More

CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey

By: Tracey E. Schelmetic    2/27/2024

AI-powered lead intelligence solutions provider CallRail has announced AI-driven, self-reported attribution capabilities as a part of its innovation p…

Read More

Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI

By: Tracey E. Schelmetic    2/26/2024

Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…

Read More

Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality

By: Tracey E. Schelmetic    2/26/2024

A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…

Read More