Nectar

Top 10 Best Contact Center Companies To Watch In 2023

With the belief that conversation is the foundation of any business, Nectar collects and surfaces voice, video, and chat data and gives your organization the insights needed to help consistently deliver great customer, agent, and user experiences.


The contact center has just experienced the most disruptive time in history. The transformation from on-premise platforms to those delivered from the cloud, along with the ability for agents to work from anywhere has made it more difficult to ensure customer and agent satisfaction.  


Nectar CTO, Joseph Fuccillo said, “This dual transformation of both technology platforms and workforce is simultaneously a tremendous opportunity and risk for contact center leaders. Nectar helps contact centers reduce risk, lower costs, and ensure customer and agent experience during and after the transformation.”


These trends according to Joe, have created needs in several areas.

Maintaining an exceptional experience for customers while agents work within unmanaged networks is difficult and costly. An agent working from home can be impacted by anything from the household network and WiFi issues to the neighborhood and regional Internet Provider challenges. The Nectar Endpoint Client extends the capability of Nectar DXP's monitoring solutions to turn this challenge into an opportunity while significantly lowering operational costs for the contact center. 


“The ability to lower the risk and cost for premise-to-cloud migrations is a top request from our customers. Our auto-discovery capabilities for call flows, greetings, and prompts enable customers to dynamically map existing applications while simultaneously creating test cases for migration. Nectar CX Assurance, our testing suite, ensures that the new platforms are ready to meet the scale and quality of any size contact center,” said Joe Fuccillo


He continued “We have many large, global organizations that dramatically reduced dedicated office space for agents over the past 2 years. Technical support and ensuring the quality of experience are consistent challenges for contact center operators. The Nectar Agent Health Index, combines live and historical call quality data, along with agent device and network health, and shifts this challenge into a strategic advantage for the call center operator,” said Joe Fuccillo. 


An organization's success is defined by its clients' testimonials and how the organization helped solve those challenges. One particular client is a Fortune 500 company in the travel industry that has more than 800 contact center agents using Avaya for their contact center platform..

 

Elaborating on this client's challenges and needs, Joe Fuccillo said, "The client moved all of their agents out of their corporate run and managed locations. –This meant now that the infrastructure was at the mercy of each agent's ISP quality and personal network bandwidth (along with their ability to troubleshoot themselves). The client also planned to move to VOIP to reduce costs and wanted to still monitor calls. They needed to operationalize their work-from-home scenario to monitor the quality of service easily and make quick business decisions based on the situation the agent was in. The customer deployed Nectar DXP. Most specifically they use

 


  • Nectar Endpoint Client to help determine if a problem is a one-off agent issue, a data center issue, or a group of people in a certain geography issue.

  • The Agent Health Index gives the ability to alert the agent, any supervisors, plus L1 – 3 support when issues arise to help reduce the time to resolve them.


The client achieved the desired goals with these solutions and was quite happy with the results.

 

Typically Nectar is chosen in a scenario like the above because they have the most comprehensive offering, addressing all aspects of the contact center including: 


Application health

  • End-to-End quality from carrier to Agent Desktop

  • SIP and Application Diagnostics

  • EndPoint Device health, home network, and headset quality

  • Automated Call Flow Discovery

  • Load / Scale Testing

  • Testing and Monitoring through Synthetic transaction

  • Agent Emulation with monitoring

  • Real-Time, API-accessible Agent Health Index for decision making


“Contact Center Operators need numerous vendors across multiple technology stacks to find solutions to address these areas. Independent products are not integrated, lack depth and correlation of complex events into real-time operational awareness and self-healing which Nectar DXP delivers out of the box,” said Joe Fuccillo.


Regarding the future, Joe said that Nectar would continue to add native support for more CCaaS Solutions while simultaneously going deeper and using advanced AI and Analytics to reduce operational expense, reduce MTTR, improve Agent retention, and improve customer experience.  


With the tagline  -Every Conversation Matters – and the statement ‘Digital Experience Insights for the way people communicate, delivering great customer, agent, and user experiences is nothing but an extension of the services the company offers to its customers 

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Elaborating on that statement Joe added, "Nectar is hyper-focused on Digital Experience for Communications and Contact Centers. This focus and years of experience allow the company to simultaneously go wide and deep across the full stack of technologies in this area. Great experiences in contact centers happen when applications, networks, devices, and people all work well together." 


Continuing, Joe said, “That simple statement has enormous complexity when you look at numbers of applications, networks, and devices all trying to work well together with people who can be anywhere using varying types of networks to effectively communicate together. The Nectar Digital Experience Platform, DXP, comprises a series of integrated modules designed to discover, test, monitor, diagnose, analyze, and report on-premise, private, and public cloud contact center solutions. Bottom line, we help contact center operators, MSPs, and CCaaS providers deliver great digital experiences.”