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
