Hammer

What Hammer does

Hammer, the contact center testing and CX assurance business operated as a brand under France-based Infovista SAS and headquartered operationally in Boston, provides software that automates end-to-end testing, monitoring, and assurance for enterprise contact centers and CCaaS/UCaaS environments. Its portfolio spans the full CX lifecycle: planning and development (Voice Explorer for IVR optimization, CallMaster for automated script design); pre-deployment testing (On-Demand QA, On-Demand Performance for load/stress/peak simulation, End-to-End components, and HammerRTC for virtual agent simulation on Amazon Connect and NICE CXone); and production monitoring (VoiceWatch for 24/7 automated testing and alerting, and Edge for remote agent experience measurement). All of this is being repositioned under the VistaCX framework within Infovista's AI-enabled VistaOne platform, which is described as powered by a VistAI agentic architecture.

Underlying technology combines proprietary testing algorithms built over 30+ years, certified integrations with the major enterprise CCaaS/UCaaS platforms (Avaya, AWS, Cisco, Genesys, Five9, NICE CXone, Google Dialogflow), and AI-driven capabilities including NLP-based intent extraction, voice/audio quality analysis, anomaly detection, and conversational AI journey testing. The platform assures over 1 billion customer interactions per day across 1,000+ deployments at 500+ enterprises globally.

Hammer makes money primarily through enterprise software subscriptions and multi-year licenses for its testing and monitoring products, complemented by professional services (On-Demand Onboarding, On-Call support, Outbound Dialing Assurance). Distribution is multi-channel: a direct enterprise field sales motion with consultative demos and quote-based pricing; channel partners such as Black Box plus an Enterprise CX Intelligence Partner Program for CCaaS/UCaaS providers; and AWS Marketplace for cloud-native procurement. Customer segments are concentrated by vertical — Financial Services, Healthcare, Utilities, and Retail — with additional reach into CCaaS/UCaaS providers themselves. Pricing is quote-based and not publicly disclosed, supplemented by limited-time freemium offers (Hammer One for IVR load testing, Hammer Number Audit for phone validation) used as top-of-funnel acquisition.

Name

Hammer

Legal name

Infovista SAS

Website

https://hammer.com

Company type

Private

Founded year

1994

Operating status

Operating

Headcount range

251–500 employees

Short description

Hammer (rebranding to VistaCX) provides automated testing, monitoring, and assurance software for enterprise contact centers, validating voice, IVR, and AI-driven customer journeys across major CCaaS/UCaaS platforms.

Ownership category

akta.pro rank

Product category

Contact Center Testing and CX Assurance Software

NAICS

Computer Systems Design and Related Services (5415), Other Computer Related Services (541519)

SIC

Services-Prepackaged Software (7372), Services-Management Consulting Services (8742)

akta.pro primary industry

Enterprise Application Testing & QA Services (BPAEAGAI)

Keywords

• Contact center testing
• IVR testing software
• CX assurance platform
• Omnichannel testing
• Performance load testing

Headquarters

HQ city

Billerica

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Enterprise Software Licenses and Subscriptions: Hammer generates revenue through enterprise software licensing and subscription models for its CX testing and assurance platform. Products include VoiceWatch, Hammer Edge, On-Demand QA/Performance, and HammerRTC, typically sold as annual or multi-year subscriptions to enterprise customers.
2. Professional Services: Hammer offers professional services including On-Demand Onboarding, On-Call support services, and Outbound Dialing Assurance, providing managed CX testing and implementation support.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels9 records

Core offering

Hammer (now evolving into VistaCX) sells enterprise software for end-to-end contact center testing, monitoring, and customer experience assurance. Its portfolio automates IVR testing, QA/regression testing, performance/load testing, WebRTC-based cloud migration validation, and continuous CX monitoring across voice, chat, and digital channels for enterprise contact centers.

Product overview

Hammer (now evolving into VistaCX) offers a comprehensive portfolio of contact center testing and CX assurance solutions. The core offering includes the Hammer Cloud Platform enabling end-to-end automated testing, with specialized products for IVR testing (Voice Explorer), CX script design (CallMaster), performance testing (On-Demand Performance), and monitoring (VoiceWatch). HammerRTC provides virtual agent simulation for cloud platforms, while Edge extends measurement to remote agent environments. The portfolio includes free offerings like Hammer One (IVR load testing) and Hammer Number Audit (phone validation), supported by professional services including On-Demand Onboarding and On-Call support. All solutions are powered by Infovista's VistaOne AI-enabled intelligence platform.

Differentiator

Problem solved

Functional benefit

Brands

• Voice Explorer: Product for improving IVR performance and optimizing customer journeys
• CallMaster
• VoiceWatch
• Hammer Edge
• HammerRTC
• Hammer On-Demand QA
• Hammer On-Demand Performance
• Hammer One
• Hammer Number Audit

Products and services

• Hammer Cloud Platform Cloud-based platform enabling end-to-end automated testing and monitoring of contact center environments for enterprise customers.
• Voice Explorer Tool to optimize IVR customer journeys and improve IVR performance through visual mapping and automated discovery and testing capabilities.
• CallMaster Automated CX script design tool that accelerates testing cycles and speeds up development of contact center applications.
• On-Demand QA On-demand QA testing solution that transforms the QA testing process for contact center environments and allows rapid validation of contact center changes.
• On-Demand Performance Performance testing solution that mimics real-world customer engagement to validate contact center capacity and resilience across load, stress, and peak capacity scenarios.
• End-to-End Components Software providing a 360-degree view for end-to-end contact center testing and assurance across the entire CX ecosystem.
• HammerRTC Virtual agent simulation solution for cloud contact center platforms including Amazon Connect and NICE CXone, enabling WebRTC testing for cloud contact center migrations.
• VoiceWatch Complete contact center testing and monitoring solution that reduces contact center downtime through automated CX quality testing, IVR validation, and real-time alerting.
• Hammer Edge Agent experience management solution that extends measurement and management to the edge of the network environment, providing visibility into remote worker CX.
• Hammer Google Dialogflow Transformer Testing tool for conversational AI that integrates with Dialogflow API to automate extraction of intents and utterances from Dialogflow CX Projects, enabling rapid test script creation for AI-driven self-service journeys.
• Hammer One Free IVR load testing program offering a one-hour professional load test to identify performance issues, integration challenges, and unknown unknowns in IVR systems.
• Hammer Number Audit Free phone number validation service that accelerates and automates phone number validation, testing up to 200 numbers and transcribing greeting prompts.
• On-Demand Onboarding Onboarding service to help customers implement and get started with Hammer contact center testing solutions.
• On-Call Support On-call support service providing ongoing technical assistance for Hammer customers.
• Outbound Dialing Assurance Service ensuring outbound customer communications and campaigns work as intended in enterprise contact center environments.

Quantifiable outcome

• In 95% of load tests performed by Hammer, revenue and reputation impacting issues were found in one hour or less.
• +4 more outcomes

Named customers3 records

Segments6 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability8 records

Feature9 records

Partnerships

Nine partnerships are on record, tiered core and minor.

• Google DialogflowcoreTechnology or Integration · 28 June 2023Hammer Google Dialogflow Transformer integrates with Dialogflow's API to automate extraction of intents and utterances from Dialogflow CX projects, enabling DevOps teams to test thousands of natural language AI-driven self-service journeys at scale.
• Black BoxcoreChannel Partner/ Reseller/ Distributor · 26 April 2023Black Box, a global solutions provider delivering technology solutions and consulting services, teamed up with Hammer at the Call and Contact Center Expo to provide consistent, seamless, scalable service journeys. Black Box combines world-class CX solutions and consulting services with Hammer's automated end-to-end testing and assurance solutions to enable organizations to deliver high-quality communications across voice, IVR, and digital channels.
• Amazon Web Services (AWS)coreTechnology or Integration · 18 August 2022Hammer released HammerRTC for Amazon Connect, the AWS self-service cloud-based contact center solution. The integration enables contact centers to independently validate their migration to Amazon Connect using Hammer's end-to-end automated testing capability for WebRTC endpoints, voice, video, screen sharing, and messaging validation.
• GenesyscoreTechnology or IntegrationGenesys is listed as a key technology partner whose platforms Hammer tests and validates for interoperability and performance assurance.
• NICE CXonecoreTechnology or IntegrationNICE CXone is listed as a key technology partner. HammerRTC for NICE CXone is available to prepare contact centers for seamless cloud migration using Nice CXone.
• Five9coreTechnology or IntegrationFive9 is listed as a key technology partner whose cloud contact center platform Hammer validates for performance and CX assurance.
• AvayacoreTechnology or IntegrationAvaya is listed as a key technology partner for contact center solutions that Hammer tests and assures.
• CiscocoreTechnology or IntegrationCisco is listed as a key technology partner whose contact center platforms Hammer validates for performance and integration.
• ServionminorStrategic or Co-development PartnerServion, a CX industry expert, co-hosted a webinar with Hammer on 'Bracing for the Storm: Ensuring Contact Center Resilience in Harsh Weather' exploring storm readiness and regulatory compliance for utility contact centers.

Scale indicators6 records

Recent moves8 records

Expansion highlights6 records

Emerging players

• TestRTC: TestRTC provides WebRTC and real-time communications testing — a capability that overlaps with Hammer's HammerRTC virtual agent simulation. As an emerging player, it competes at the WebRTC/CCaaS-migration subsegment of Hammer's portfolio.

Direct peers

• Cyara: Cyara is a direct competitor in automated CX assurance and contact center testing, offering IVR testing, load testing, and omnichannel CX validation suites. It competes head-to-head with Hammer for enterprise and CCaaS-provider testing mandates.
• SQM Group: SQM Group provides call center QA, customer satisfaction tracking, and CX testing services to enterprise contact centers. It competes with Hammer's QA, On-Demand Performance, and VoiceWatch offerings in shared financial-services and enterprise accounts.

Broad incumbents

• Amazon Web Services (Amazon Connect): AWS is both a Hammer marketplace partner and a broad incumbent via Amazon Connect. HammerRTC for Amazon Connect is a key product, but AWS's native observability and Q&A capabilities compete with Hammer's testing stack.
• Cisco (Webex Contact Center): Cisco is a broad incumbent in UC/contact center (Webex Contact Center) and a Hammer technology partner. It competes at the platform level for the same enterprise contact-center budget Hammer addresses with assurance.
• NICE (CXone): NICE CXone is a CCaaS platform and Hammer integration partner (HammerRTC for NICE CXone exists). As a broad incumbent in workforce engagement and analytics, NICE competes with Hammer on parts of the CX assurance stack.
• Verint Systems: Verint provides customer engagement and contact center analytics, including quality monitoring and speech analytics that overlap with Hammer's QA and VoiceWatch capabilities. It is a broader incumbent serving many of the same financial services and enterprise buyers.
• Avaya: Avaya is a contact center platform vendor and Hammer technology partner. As a broad incumbent, Avaya's contact center solutions are explicitly tested by Hammer, and its roadmap can both expand and threaten Hammer's addressable scope.
• Genesys: Genesys is a leading CCaaS platform and also a key Hammer technology partner that Hammer tests for. As a broad incumbent, it offers its own interaction analytics and is a customer and competitor simultaneously — overlapping with Hammer on AI-CX observability.
• Five9: Five9 is a cloud CCaaS provider that Hammer explicitly validates against. It is both a partner and a broad incumbent that could introduce native assurance features overlapping with Hammer's testing toolkit.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat6 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/hammer_cx
• YouTubeyoutube.com/@Hammer_CX
• LinkedInlinkedin.com/company/hammer-empirix

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Hammer