A Turnkey Solution for Testing

Hammer's Call Center Load Testing Service uses automated test systems from Hammer Technologies, the world leader in CTI testing. Why is automated testing so important? Because experience shows that manual testing typically only uncovers 50% of the hidden problems in your call center systems. That's because manual testing can't come close to duplicating real-world conditions.

Automated load testing services from Hammer Technologies give call centers a powerful new tool for ensuring that their systems have been properly engineered to meet current and future performance requirements. Hammer's experienced test consultants will work closely with you and your team to develop a test plan for your call center, work with you to run the test, analyze test results, and provide you with a written report of what was learned.

Generate Thousands of Test Calls

Our test consultants bring Hammer test systems to your site. Duplicating the actions of real-world callers, Hammer test systems will hit your call center with thousands of test calls. Performance can be measured at critical points in the call flow and compared to threshold values. Hammer test systems can even be set up to detect whether your scripts are working the way you designed them and if the right prompts are playing at the right time. The Call Center Load Testing Service can help you quickly find problems and identify their cause.

Find Problems Fast

Hammer's Call Center Load Testing Service can help keep your call center project on time and on budget. And most importantly, with Hammer testing you won't have to cross your fingers every time a new application or system is installed in your call center. You'll know that everything is working properly. 
 
 

Features

• Requirements analysis and test plan for your specific installation
• Development of up to 10 test call flows 
• Performance measurements at up to 15 points total
• Up to 96 ports (T-1 or analog) of load generation. Additional capacity is available for an added charge.
• Up to 16 channels of speech recognition
• Up to two consecutive days of on-site testing
• Analysis of test results 
• Written report documenting the results of the testing

• End-to-end testing through to an agent 
• Speech recognition for verifying prompts
• Real-time performance reports & measurements
• Generate ANI and DNIS where appropriate to exercise your scripts and call flow.

Hammer testing is system-independent and can be conducted through the Public Switched Network or through direct connection to the systems under test. Some of the call center systems we have tested include:
 

Switch/ACD	CTI Controller	IVR/VRU
Aspect	Genesys	InterVoice
Lucent	Nabnasset	Periphonics
Nortel	GeoTel	Edify
Rockwell	Prospect	IBM DirectTalk
Siemens	Pegasystems	Syntellect
Fujitsu, Teloquent, and more	CallPath

Verify

• Capacities
• Trunk availability
• Routing
• Prompts
• Screen pop success

• Time to answer at increasing load levels
• Call handling errors
• Prompt errors and prompt timings
• VRU/Host response times

• Call handling bottlenecks
• IVR scripting errors
• CTI integration problems
• Server timing problems
• Application timing problems

• $15,000 plus travel expenses. This service is available only in North America.