New automated IVR discovery solution reduces test automation development time by 80%
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 centers.
The announcement of HVE, that will be demonstrated at Avaya Engage, 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 – 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 center journey at the critical planning and design phases that are essential for a successful outcome,” said Kacey Kemmerer, Vice President, Global Contact Center Sales and Channels at Empirix.
According to Gartner, the Contact Center as a Service market is expected to reach $17.9 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 center,” says Kemmerer, “Yet 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.”
“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 center 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 center 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 us 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.
 Forecast Analysis: Contact Center, Worldwide by Daniel O’Connell and Megan Fernandez – January 2021
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.