HammerRTC’s launch for Amazon Connect invites assurance solutions for contact center efficiency
Global leader in automated end-to-end testing and assurance solutions, Hammer, is announcing its release of HammerRTC, launching in conjunction with Amazon Connect, a self-service, cloud-based contact center solution from AWS. Among the benefits of this integration for development operations teams are features like accelerated deployment, independent migration validation to Amazon Connect, optimized customer-user experience, and overall risk reduction.
HammerRTC’s value lies in its simulation capabilities of calls to WebRTC endpoints. This allows for realistic scenarios to be reproduced in large contexts that will provide predictive behavior data for IP-based contact center environments when they reach peak engagement. This simulation capability reduces error outcomes, allowing enterprises to trust in their contact center processes and for customers to have positive call experiences. HammerRTC’s end-to-end testing brings users advanced insights into applications through the perspective of potential customers; processes like IVR routing, bi-directional voice call quality, CTI data accuracy, and agent workflow can be tested and ensured via Hammer’s services.
“By enabling HD voice and video calls, screen sharing, and messages directly from a web browser, WebRTC offers huge potential to reduce costs,” said John D’Anna, president of Hammer. “Not only that, it also empowers agents to provide better customer experiences, wherever they are located. However, as part of any Web RTC deployment, it is vital to consider network performance, voice, and video quality and interoperability, to eliminate potential points of failure before the deployment goes live.”
HammerRTC’s services don’t end at deployment; the solution provides continuous monitoring and assurance in functionality past the stage of deployment, giving its users a holistic trust experience in relation to contact center operations. Aspects of this post-deployment management include alerts of network performance to contact centers, interoperability and configuration issues at near instant processing times, and issue-cause targeting for accelerated resolution speeds.
According to D’Anna, “CCaaS platforms bring many benefits for organizations, but migrating your contact center to the cloud is a complex, high-risk operation. Careful planning is vital to ensure a successful migration and avoid putting mission-critical customer communications at risk.”
HammerRTC aims to create better customer experiences without a cost to the enterprise. Their technology continuously ensures positive customer experiences which yield better enterprise opportunities, and its integration with Amazon Connect makes its services even more seamless and accessible, according to the company.
“Amazon Connect has become one of AWS’s fastest growing services to date. Its self-service, easy-to-use capabilities means contact centers can reinvent customer service,” said D’Anna. “HammerRTC will enable DevOps teams to design better customer journeys and ensure that every step of the journey performs as it should. It provides the proof DevOps teams need to implement Amazon Connect with confidence, speeding up deployment and maximizing Return on Investment (ROI).”
For more information, please visit https://www.hammer.com/