Empirix launches hammer voice explorer to complete its end-to-end portfolio
Kacey Kemmerer of Empirix
December 9th, Billerica, MA – Empirix, an Infovista company, has announced the launch of Hammer Voice Explorer (HVE), an innovative solution to discover the paths in an Interactive Voice Response (IVR) system and automatically create accurate documentation and testing scripts to help streamline adoption of cloud contact centres.
The announcement of HVE, that will be demonstrated at Avaya Engage, makes Empirix the provider to offer a complete end-to-end cloud-based solution to identify and resolve challenges affecting quality and customer experience with early results demonstrating an 80% reduction in the time taken for IVR discovery, documentation and test script generation with higher levels of accuracy compared to manual processes.
“With the launch of Hammer Voice Explorer, we now have the ability to engage with customers at the earliest stages of the cloud contact centre journey at the critical planning and design phases that are essential for a successful outcome,” says Kacey Kemmerer, vice president, global contact centre sales and channels at Empirix.
According to Gartner, the Contact Centre as a Service market is expected to reach $17.9 bn (€15.88 bn) by 2024 through a CAGR of 29%. Yet growth is inhibited by the complexity of making the transition from on-premises to these highly scalable cloud solutions.
“We have seen a massive demand from customers for cloud contact centre,” says Kemmerer, “Yet in the past, our typical engagement was during the testing and scaling part of a contact centre project, where it is more difficult to rectify fundamental issues derived from poor design and planning.”
“HVE allows us to engage with clients and system integrators at the early stages of projects and its introduction enables us to complete our end-to-end contact centre testing capabilities.”
HVE is a modular extension of the Hammer Cloud Platform and was built using a Machine Learning foundation to automatically discover and document an existing IVR and create customer journey test scripts for the entire software development lifecycle. HVE also assists the verification of cloud IVR system adherence during functional testing.
Additionally, HVE automatically generates scripts that can then be leveraged post-cloud deployment for ongoing regression testing and production monitoring. These innovations save businesses thousands of hours of manual testing and verification while mitigating the potential of human error, subjective interpretation and lack of consistent uniform results.
“We have used HVE at a number of Beta customers and the feedback has been extremely positive,” says Kemmerer. “When compared to the manual equivalent, HVE can reduce the time it takes for test automation development by around 80% and the cloud-based nature of the platform supports any telephone number and every contact centre vendor making it incredibly easy to deploy at any scale.”
Additional capabilities of HVE include full IVR prompts to text conversion, support for both DTMF and speech based IVR applications and extensive “negative test discovery” to highlight previously undocumented responses and potential navigation errors.
See at Avaya Engage, the premier event for the future of communications experience and its impact on digital transformation – Orlando, FL – 12-15 December – Booth # 306.
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