Travel Marketplace Gains Visibility and Control Over 25,000 Remote Agents
“Nectar gave us something we didn’t have before—real visibility. With so many agents around the world, including BPO partners, we needed a way to understand and manage performance in real time. Nectar became the backbone of that effort.”
Director of Global Customer Experience Operations, Leading Travel Marketplace
Global travel platform providing services to guests across 190+ countries.
Results:
- Better BPO management through performance-based metrics
- Real-time analytics for Genesys Cloud contact center and custom-built environments
- Reduced tool sprawl and cost through vendor consolidation
Industry:
Hospitality
Number of Users:
25,000
Technology:
Genesys
A leading travel marketplace connects millions of guests with places to stay in nearly every country worldwide. The company operates a complex contact center ecosystem with more than 25,000 agents spread across the globe—some internal, many provided by BPO partners. These agents support customers using standardized Chromebooks and a mix of on-prem and cloud-based platforms, including Genesys Cloud.
Challenges
The company’s rapid post-COVID shift to a fully remote agent workforce revealed a critical gap: they had no way to measure or manage the quality of their customer and agent experience in real time.
Vendor oversight, with no meaningful metrics to hold global BPO partners accountable
Limited visibility into endpoint performance across remote environments
Inconsistent agent experience, especially among BPO-provided workers using unmanaged home networks
Tool sprawl, with multiple vendors supporting testing, monitoring, and troubleshooting in silos
Solution
The company turned to Nectar to gain real-time visibility and performance insights across its entire contact center infrastructure, starting with a rollout of the Nectar Endpoint Client to 10,000 BPO agents.
Within one year, the deployment expanded to all 25,000 agents. Nectar now provides proactive monitoring and diagnostic insight across Chromebooks, softphones, and network conditions—enabling both employee experience improvements and end-customer satisfaction.
By mid-2024, the customer began exploring a broader consolidation strategy, moving away from legacy testing tools in favor of Nectar’s all-in-one approach. This included transitioning from other vendors for toll-free number and IVR testing and awarding Nectar additional business to support proactive monitoring and testing across 70 countries.
Unified Visibility Across Remote Agents
Nectar provided real-time monitoring and health scores across all agents, regardless of location or employment type. This allowed the customer to detect, troubleshoot, and resolve performance issues impacting the customer journey—from poor audio to failing applications.
BPO Oversight and Accountability
With consistent endpoint metrics and health scores, the customer gained a clear, objective method for evaluating third-party BPO performance. They now use Nectar’s insights to manage weekly workloads, prioritize high-performing vendors, and support continuous improvement.
Consolidation and Cost Control
By transitioning multiple monitoring functions—including toll-free number testing, IVR testing, and proactive contact center monitoring—into the Nectar platform, the customer reduced costs, simplified vendor management, and gained a more comprehensive operational view.