Nectar Services Corp., the leader in the development and deployment of proactive unified communications and contact centre monitoring and performance management software for the voice, video and collaboration market, today announced a powerful integration between its Customer Experience (CX) Assurance and Nectar Diagnostics offerings.
By coupling the two solutions, contact centre operation teams can now benefit from a cohesive solution for automated testing and troubleshooting, significantly reducing discovery and resolution time from hours—or in some cases days—down to just minutes.
Traditional contact centre environments have forced DevOps teams to use siloed complex and expensive platforms to test network capacity and performance for potential customer experience issues. Nectar’s CX Assurance offering automates this process with a complete suite of contact centre testing capabilities, including auto-discovery, voice recognition and simulation, dynamic call automation and load testing. This enables DevOps teams to launch new platforms and configuration changes more quickly, with less risk and with more confidence.
The direct integration of Nectar Diagnostics drives more capabilities into the CX Assurance platform, enabling contact centre voice and operations teams to both analyze the quality of the test calls based on network performance, as well as investigate carrier or voice platform signaling issues. Additional features include real-time media monitoring, signaling analysis, network path and event correlation.
“The contact centre is high-value to the enterprise, as the customer experience drives the customer behavior, loyalty and revenue. We’ve built a powerful integration between CX Assurance and Nectar Diagnostics to allow contact centre operations teams to quickly deep-dive into reports directly from recent test campaigns. This saves hours of work and complicated coordination between contact centre, network and operations teams,” said Joe Fuccillo, Chief Technology Officer at Nectar. “The combined solutions provide and support a more scalable testing environment as contact centres add feature-rich applications and programs to their customer service centres, driving value throughout the entire business.”
About Nectar Services Corp.
Nectar, a global market leader in providing the most comprehensive monitoring, diagnostics and testing software solution for Enterprise Unified Communication and Contact services, enables IT and operation organizations to proactively ensure the end-user experience. Nectar improves visibility and service delivery across integrated voice, video and data application solutions by providing unique and critical performance information. Nectar provides monitoring and diagnostics for millions of enterprise endpoints to over 2,100 enterprises in over 86 countries—including some of the largest global banking, search engine, service provider, healthcare and manufacturing organizations in the world.