The largest contact centers around the world rely on Hammer and its proven technology to guarantee optimal customer experience and business outcomes. Through automated end-to-end testing and assurance solutions that mimic real-world citizen and customer engagement, Hammer ensures its clients deliver high-quality communications across voice, IVR and digital channels.

Hammer Cloud Platform offers necessary capacity and functionality to validate CX at scale.
Hammer University offers a variety of training to get you testing within hours.
Our customer success and professional services organization has over 100 years of tenure.
Hammer has developed virtual agents and endpoint for all major CCaaS vendors.

U.S. healthcare provider utilizes HAMMER to validate changes and mitigate risks associated with a pivotal revenue event

Ranked 42nd on the Fortune 500 list with $83 billion in revenue, a U.S. healthcare provider encountered Open Enrollment challenges due to high call volumes. Partnering with Hammer and a prominent US Telco, they established a testing framework. This aimed to validate the CCaaS platform’s functionality and performance, ensuring adequate capacity during the event. Hammer’s hybrid solution simulated call scenarios, pinpointing critical configuration and performance issues. This proactive approach averted severe disruptions during Open Enrollment, ensuring improved user experiences, compliance with industry standards, and safeguarding revenues.

Optimizing QA and Development: How a Major European Media Company Harnesses Hammer Hybrid Solution

A major European media company with over 20 million subscribers and $23 billion in revenues needed an advanced solution for their complex contact center operations. Their requirements included a self-service testing platform for intricate scripts, end-to-end CTI and performance testing for 2000 Genesys agents, and a hybrid solution to navigate their intricate QA and development environment. Originally using on-premises testing, they migrated to Hammer’s On-Demand platform. This solution, leveraging Call-Master Developer, enabled sophisticated test script creation, performance testing for non-traditional IVR apps, expedited releases, widened test coverage, and eliminated hardware needs. Deploying Hammer enhanced confidence, productivity, and communication within their Contact Centre, reducing costs by eliminating PSTN charges, and transitioning from hardware to virtual agent-based testing for reliable results.

Hammer’s adoption significantly streamlined end-to-end testing, improved reliability for all 2000 agents, reduced costs, and enhanced readiness for operational changes, ultimately transforming their testing processes and boosting customer experience & operational efficiency.

Global BPO utilizes Hammer Edge to optimizing forecasting and reduce cost across 100+ locations

A global $5B BPO with over 80,000 customer service agents across 100+ physical locations struggled to optimize agent resources due to chronic technology failures. This resulted in increased cost and poor agent experience. To better understand the agent challenges, the customer leveraged Hammer Edge to gain visibility to each agent’s unique technology and critical services experience measured both in advance of and during each shift. These measurements focused on specific client/Business Unit key performance indicators (KPI) measurements that assisted business and IT support operations teams to understand if agents can deliver service. Hammer Edge’s ability to optimize and score large data sets created a simple to understand metric (Bad, Poor, Fair, Good, Excellent) across measurement type, agents, and groups of agents with essential business context (Agent, Supervisor, Shift, Client, Business Unit, Location, ISP, etc.). IT & business leaderships experienced significant improvements in staff forecasting, enable call routing, speed impact assessments and incident remediation. This improved SLA adherence resulting in improved CSAT and NPS scores. The initial uses were focused on IT operation; however, the system has now been brought under the Chief Digital Officer based upon it’s proven strategic value.

Financial services
Utilities
Healthcare
Retail
CCaaS and UCaaS Providers

Testing-as-a-Service