Hammer On-Demand Simplifies, Automates and Accelerates Regression Testing

Call Center Assurance

With Hammer Sprint, both expert and novice users can easily configure stories and test behavior, with hundreds of tests automatically executed in minutes to avoid errors and reduce cycles from weeks to hours. Automated reporting enables organizations to quickly identify problem areas and eliminate defects earlier in the development process, thereby reducing costs. In addition, operations teams can reuse test cases for production monitoring and alerting.

Major VoiceWatch Enhancement Announced

Customer Call

The latest version of VoiceWatch offers a simple, drag-and-drop diagramming tool to rapidly develop ad hoc scripts with the CallMaster GO interface, making VoiceWatch and the Hammer Cloud Platform truly self-service, 24×7. Saved schedules offer more flexibility in monitoring and better control of test execution on holidays and off hours, while enhanced speech recognition capabilities ensure complete and accurate monitoring of today’s dynamic and personalized voice interfaces.

Customer-focused Test Automation in Agile Environments

Customers in Agile Environments

Companies migrating to an Agile development methodology have seen the benefits of accelerating deployments with smaller, more focused feature sets per release, but they have also experienced the pain of grouping those feature sets into workable code capable of being released to the public—without sacrificing quality.

Some Post-IAUG Thoughts

IAUG

After attending Avaya International Users Group in Orlando, I’m really excited about Avaya’s direction with Avaya Oceana™ centered around the Avaya Breeze engagement platform. It offers contact centers much more direct control over the mapping of the customer journeys. Direct control enables organizations to customize customer experience improvements based on real-time information and their own business objectives.

Achieve Slam Dunk Success in the Contact Center with Agent Training

Slam Dunk

In the contact center, supervisors and managers often run into similar situations. Most agents go through an initial training when hired, but over time they may forget some of the tactics they learned or realize they need more knowledge about a certain topic or software program. With everyone operating at different levels, it can be challenging to provide consistent, high-quality service to every customer who reaches out to you.