Nectar Services Corp., the provider of the development and deployment of proactive unified communications and contact center monitoring and performance management software for the voice, video and collaboration market, has announced a powerful integration between its Customer Experience (CX) Assurance and Nectar Diagnostics offerings, the company said.
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.
Nectar, a global market provider of 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.