Empirix Releases Hammer Ohm for Voice Quality Testing
Empirix, a provider of test automation and network and service performance monitoring, assurance, and analytics, has released Hammer Ohm, an automated voice quality and customer experience test and monitoring solution for work-from-home environments.
One proprietary capability of Hammer Ohm is VoiceRNA scoring, which compares the voice quality of recorded calls against optimal recording samples. A low VoiceRNA score might indicate a technical issue that could impact customer experience. Other performance metrics measured by Hammer Ohm include average and max jitter, MOS score, upstream and downstream speed, and average and max latency.
"Work-from-home environments pose a tremendous challenge for contact center operations and customer experience teams," said Edoardo Rizzi, senior vice president of product management and marketing at Empirix, in a statement. "They are just as susceptible, if not more so, to quality issues as corporate networks. Poor connectivity, latency, voice quality issues, and even dropped calls cost companies billions in reduced productivity, lost sales, and customer churn each year. The financial impact of such issues cannot be ignored. Having visibility into these work-from-home environments makes it possible for teams to troubleshoot issues. A tool like Hammer Ohm has an immediate impact on the bottom line."