Empirix’s Hammer CallMaster chosen by lastminute.com

Service quality assurance company Empirix Inc announced on Monday that UK travel and leisure website lastminute.com is using its Hammer CallMaster to deliver a high quality Interactive Voice Response (IVR) service to its customers.

No financial details were disclosed.

According to the company, by using Hammer CallMaster to assure the capacity and functionality of the IVR system during development, lastminute.com will be able to effectively process customer inquiries, even during periods of high demand.

The company developed its IVR system in order to help increase efficiency in customer service calls and drive new avenues of profit, such as sales promotions. The service uses an automated voice-based menu system to enable customers to rapidly access the information they require or ensure they are routed to a customer service agent who is best-placed to resolve their query.

lastminute.com selected Empirix to provide a solution that could handle the complexity of the testing process of its IVR service. The technology enables the company to streamline the procedures used to test the IVR service during development, improving the quality of the testing process and the overall process of the IVR service.

The Hammer Testing and Monitoring System provides the capability to build test scripts with the graphical tool set available in Hammer CallMaster. Once the script is built, the Hammer G5 solution sends thousands of calls to load and stress test the system or application. The tool also provides the capability to verify voice quality and includes the ability to record calls to find out where a problem is occurring during a test, the company said.

lastminute.com is owned by Travelocity and part of the Sabre family of travel companies.

((Comments on this story may be sent to [email protected]))