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.
The Latest
As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...
Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...
AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...
Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...
A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...
IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...
A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...
According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...
2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...
Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...