Nectar Customer Experience (CX) Assurance Launched
September 16, 2019
Share this

Nectar Services Corp. now offers a complete approach to customer experience assurance testing and monitoring for contact center and IVR teams with the launch of Nectar Customer Experience (CX) Assurance.

CX Assurance builds on Nectar’s core products for platform, network and endpoint operations for UC with cloud-based CX testing built for enterprise-grade contact center and IVR operations. CX Assurance offers a complete suite of capabilities including auto-discovery, voice recognition and simulation, dynamic call automation and load testing to enable contact center DevOps teams to launch new platforms and configuration changes in less time and with more confidence.

“Nectar is increasingly applying our expertise in UC monitoring, diagnostics and reporting into the contact center, where customer experience testing is critical,” said Tom Tuttle, SVP, UC Strategy and Global Alliances at Nectar. “In many contact center environments, organizations have been forced to rely on complex and expensive legacy platforms to test their environments for potential customer experience issues in IVR and contact center routing. Nectar is excited to offer a new alternative for automated CX testing that offers both superior functionality and industry-leading cost efficiency.”

Contact center managers and DevOps teams are constantly challenged to balance the business demands for speed to market with the work required to protect performance metrics that measure customer satisfaction and brand image. Inbound traffic patterns associated with seasonal spikes or market-timed opportunities can challenge both capacity and routing configurations. Nectar CX Assurance is efficiently designed to save time with state-of-the-art auto-discovery and to provide testing at massive scale.

Beyond the advanced functional and regression testing features, Nectar CX Assurance also offers perpetual monitoring for ongoing or recurring synthetic testing of availability and configuration changes. Perpetual monitoring enables contact center management teams with alerting and historical reporting based on service availability, functionality and call quality factors that may impact CX metrics.

Nectar CX Assurance includes the following key features:

- Auto discovery provides automated reverse-engineering of calls flows, speeding up the ever-changing landscape of dynamic IVRs and enables more accurate and timelier customer experience monitoring of programmed flows without intervention.

- Real-time alerting enables staffers to be automatically notified via email and/or SMS text messaging when issues are identified.

- Voice automation attributes include powerful text-to-speech and speech recognition that, in combination with call recording, enable a high level of quality control and monitoring.

- Voice quality scoring uses advanced voice quality monitoring, identifying clicks and noises on the line, artifacts generated by packet loss, intermittent gaps in audio during playback and stutter/jitter due to packet loss.

Share this

The Latest

April 01, 2020

The role of the CIO is evolving with more of a focus on revenue and strategy, according to the 2019 Global CIO Survey from Logicalis ...

March 31, 2020

Organizations face major infrastructure and security challenges in supporting multi-cloud and edge deployments, according to new global survey conducted by Propeller Insights for Volterra ...

March 30, 2020

Developers spend roughly 17.3 hours each week debugging, refactoring and modifying bad code — valuable time that could be spent writing more code, shipping better products and innovating. The bottom line? Nearly $300B (US) in lost developer productivity every year ...

March 26, 2020

While remote work policies have been gaining steam for the better part of the past decade across the enterprise space — driven in large part by more agile and scalable, cloud-delivered business solutions — recent events have pushed adoption into overdrive ...

March 25, 2020

Time-critical, unplanned work caused by IT disruptions continues to plague enterprises around the world, leading to lost revenue, significant employee morale problems and missed opportunities to innovate, according to the State of Unplanned Work Report 2020, conducted by Dimensional Research for PagerDuty ...

March 24, 2020

In today's iterative world, development teams care a lot more about how apps are running. There's a demand for fixing actionable items. Developers want to know exactly what's broken, what to fix right now, and what can wait. They want to know, "Do we build or fix?" This trade-off between building new features versus fixing bugs is one of the key factors behind the adoption of Application Stability management tools ...

March 23, 2020

With the rise of mobile apps and iterative development releases, Application Stability has answered the widespread need to monitor applications in a new way, shifting the focus from servers and networks to the customer experience. The emergence of Application Stability has caused some consternation for diehard APM fans. However, these two solutions embody very distinct monitoring focuses, which leads me to believe there's room for both tools, as well as different teams for both ...

March 19, 2020

The 2019 State of E-Commerce Infrastructure Report, from Webscale, analyzes findings from a comprehensive survey of more than 450 ecommerce professionals regarding how their online stores performed during the 2019 holiday season. Some key insights from the report include ...

March 18, 2020

Robinhood is a unicorn startup that has been disrupting the way by which many millennials have been investing and managing their money for the past few years. For Robinhood, the burden of proof was to show that they can provide an infrastructure that is as scalable, reliable and secure as that of major banks who have been developing their trading infrastructure for the last quarter-century. That promise fell flat last week, when the market volatility brought about a set of edge cases that brought Robinhood's trading app to its knees ...

March 17, 2020

Application backend monitoring is the key to acquiring visibility across the enterprise's application stack, from the application layer and underlying infrastructure to third-party API services, web servers and databases, be they on-premises, in a public or private cloud, or in a hybrid model. By tracking and reporting performance in real time, IT teams can ensure applications perform at peak efficiency — and guarantee a seamless customer experience. How can IT operations teams improve application backend monitoring? By embracing artificial intelligence for operations — AIOps ...