{"id":29617,"date":"2021-12-09T18:46:02","date_gmt":"2021-12-09T18:46:02","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=29617"},"modified":"2021-12-09T18:46:34","modified_gmt":"2021-12-09T18:46:34","slug":"empirix-launches-hammer-voice-explorer-to-accelerate-cloud-contact-center-transformation","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/empirix-launches-hammer-voice-explorer-to-accelerate-cloud-contact-center-transformation\/","title":{"rendered":"Empirix Launches Hammer Voice Explorer to Accelerate Cloud Contact Center Transformation"},"content":{"rendered":"\"Cloud\n

Empirix launches Hammer Voice Explorer to complete its end-to-end portfolio and accelerate cloud contact center transformation. The n<\/strong>ew automated IVR discovery solution reduces test automation development time by 80%.<\/strong><\/p>\n

Empirix, an Infovista<\/a>\u00a0company, 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 centers.<\/p>\n

The announcement of HVE, that will be demonstrated at\u00a0Avaya Engage<\/a>, makes Empirix the only provider to offer a complete end-to-end cloud-based solution to identify and resolve challenges affecting quality and customer experience \u2013 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.<\/p>\n

\u201cWith the launch of Hammer Voice Explorer, we now have the ability to engage with customers at the earliest stages of the cloud contact center journey at the critical planning and design phases that are essential for a successful outcome,\u201d said\u00a0Kacey Kemmerer, Vice President, Global Contact Center Sales and Channels at Empirix.<\/p>\n

According to Gartner, the Contact Center as a Service market is expected to reach $17.9 bn by 2024 \u2013 through a CAGR of 29%.\u00a0Yet growth is inhibited by the complexity of making the transition from on-premises to these highly scalable cloud solutions.<\/p>\n

\u201cWe have seen a massive demand from customers for cloud contact center,\u201d says Kemmerer, \u201cYet in the past, our typical engagement was during the testing and scaling part of a contact center project, where it is more difficult to rectify fundamental issues derived from poor design and planning.\u201d<\/p>\n

\u201cHVE 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 center testing capabilities.\u201d<\/p>\n

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.\u00a0 HVE also assists the verification of cloud IVR system\u00a0 adherence during functional testing.<\/p>\n

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.<\/p>\n

\u201cWe have used HVE at a number of Beta customers and the feedback has been extremely positive,\u201d says Kemmerer.\u00a0 \u201cWhen compared to the manual equivalent, HVE can reduce the time it takes for test automation development by around 80%\u00a0 and the cloud-based nature of the platform supports any telephone number and every contact center vendor making it incredibly easy to deploy at any scale.\u201d<\/p>\n

Additional capabilities of HVE include full IVR prompts to text conversion, support for both DTMF and speech based IVR applications and extensive \u201cnegative test discovery\u201d to highlight previously undocumented responses and potential navigation errors.<\/p>\n

\n

See us at\u00a0Avaya Engage<\/a>, the premier event for the future of communications experience and its impact on digital transformation \u2013 Orlando, FL \u2013 12-15 December \u2013 Booth # 306.<\/p>\n<\/div>\n

\u00a0<\/strong>About Empirix<\/strong><\/p>\n

The largest contact centers around the world rely on Empirix and its proven Hammer 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, Empirix ensures its clients deliver high-quality communications across voice, IVR and digital channels. Empirix solutions play a pivotal role in ensuring excellence in day-to-day operation of more than 250 large enterprises, including 6 of the top 10 global banks, 8 of the top 10 healthcare global organizations and 7 of the top 10 largest insurance companies.<\/p>\n

For more information visit www.empirix.com<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Empirix has announced the launch of Hammer Voice Explorer (HVE), an innovative solution to discover the paths in an IVR system and automatically create accurate documentation and testing scripts..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/29617"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=29617"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/29617\/revisions"}],"predecessor-version":[{"id":29626,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/29617\/revisions\/29626"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=29617"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=29617"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=29617"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}