Nectar Services Corp. announced an integration between its Customer Experience (CX) Assurance and Nectar Diagnostics offerings.
By coupling the two solutions, contact center 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 center 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 center 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 center 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 center 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 center operations teams to quickly deep-dive into reports directly from recent test campaigns. This saves hours of work and complicated coordination between contact center, network and operations teams,” said Joe Fuccillo, CTO at Nectar. “The combined solutions provide and support a more scalable testing environment as contact centers add feature-rich applications and programs to their customer service centers, driving value throughout the entire business.”
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