Nectar Services Corp. recently launched Nectar Customer Experience Assurance, a customer experience testing and monitoring platform for contact center and interactive voice response team, promising to eliminate the need for legacy network monitoring platforms.
Nectar said Customer Experience Assurance offers a range of capabilities, including auto-discovery, voice recognition and simulation, dynamic call automation and load testing. These features enable contact center DevOps teams to test and discover network issues in a timely manner and to save time when launching new platforms or making configuration changes.
Nectar's Customer Experience Assurance also offers perpetual monitoring that performs testing in regular intervals to monitor platforms for service availability and configuration changes, the company said. This enables contact center management teams to alert and carry out historical reporting based on factors affecting customer experience (CX) metrics such as service availability, functionality and call quality.
Nectar CX Assurance includes the following features:
- Auto discovery enables reverse-engineering of calls flows that speed up interactive voice response (IVR) and provides accurate and timely customer experience monitoring.
- Real-time alerting notifies companies via email and/or text when issues are identified.
- Voice automation provides text-to-speech and speech recognition that, in combination with call recording, enable a high level quality control and monitoring.
- Voice quality scoring identifies clicks and noises, artifacts, intermittent gaps and jitter due to packet loss in audio during playback.
Nectar said Customer Experience Assurance is the first product to apply its experience in unified communications (UC) monitoring, diagnostics and reporting to the contact center environment. It is built upon Nectar's core products, network and endpoint operations for UC and provides cloud-based CX testing for enterprise contact center and IVR operations.
In the CX monitoring market, Nectar competes with Oracle, Clarabridge and Integrated Research, known as IR. Oracle CX Cloud Suite offers a full set of applications from marketing to sales, and commerce to service. Clarabridge's product stresses AI technology that provides audio transcription of agent-customer interactions, along with sentiment, tone and voice analysis for customer service conversations. IR's Prognosis for Contact Center offers complete contact center ecosystem from Cisco and Avaya, and the underlying UC systems with one platform.