We wrapped up our first experience at Customer Contact Week Las Vegas, and it couldn’t have been a better introduction. Shane Hosey, Joseph Fuccillo, and Hes Yavari spent their time in great conversations with contact center leaders, tech teams, and transformation executives who are in the thick of cloud migration, operational complexity, and a rapidly evolving customer experience landscape.

We didn’t just talk about what’s next—we heard what’s not working now. And it all came back to two things: cloud migration is harder than expected, and visibility is still too limited.

Cloud Migration: The Process is Slower Than Promised

We spoke to dozens of organizations who’ve started their journey to a cloud contact center—and many echoed the same frustration: it’s taking longer, costing more, and introducing more operational unknowns than anyone planned.

Teams shared that they were missing visibility into whether all IVR paths were functioning, which toll-free numbers were active, and how agent routing was behaving after the switch. Without this visibility, agents weren’t ready, and customer experience was suffering.

This is where Nectar resonated most.

Our CX Assurance platform is built for this (and any) stage of the journey:

• Automated IVR discovery and testing to catch broken paths and misrouted calls before customers do.
• Real-time monitoring of agent-facing infrastructure so you don’t fly blind during migration.
• Post-migration validation with historical benchmarks to prove success (or highlight regression).

One leader told us, “We didn’t know we had four toll-free numbers pointing to disconnected queues until a customer complained.” That’s not just a migration problem—that’s a visibility problem.

Visibility in the Contact Center: Not Just Dashboards, Actual Diagnostics

If there was a single word we heard over and over again—it was visibility. Every conversation, every concern, came back to the same challenge: “We just don’t have a clear view into what’s really happening end-to-end in our contact center.”

And that’s exactly what Nectar provides.

At CCW, we showcased how Nectar gives session-level diagnostics and actionable insights across your entire contact center ecosystem—without requiring yet another platform to manage.

Key capabilities we highlighted:

• IVR / IVA / Chatbot performance, monitoring, functional regression testing – active and synthetic test calls to verify functionality, latency, and business logic.
• Call path tracing – quickly diagnose where calls are failing: carrier, routing, IVR, agent queue, or endpoint.
• Real-time agent experience monitoring – visibility into the experience agents are delivering, even when remote or hybrid.
• Multi-vendor support – from Genesys to Amazon Connect to Teams and Zoom (YES! we provide visibility across your entire communications).

And we heard the same relief in response: “This is what we’ve been missing.” Not just a heatmap or average MOS score—but tools to find root cause across the full customer journey, including when issues start outside your platform.

Conversations That Mattered

CCW was a showcase of technology, yes—but what stood out were the real, grounded conversations.

We had meaningful discussions with:

• Contact center leaders navigating multi-site rollouts who need a way to validate voice quality and routing logic without waiting for tickets to spike.
• Ops managers trying to understand why agent call quality varies from one location to another—especially with work-from-home agents.
• CX transformation teams under pressure to prove that migrating to the cloud is improving experience, not eroding it.

These teams weren’t looking for buzzwords. They were looking for clarity, control, and confidence—and we were glad to offer tools that help provide just that.

Final Takeaway: Visibility is the Foundation for Great CX

CCW was an incredible event for us—not because we talked about what Nectar does, but because we had real conversations with teams navigating real complexity. Whether you’re early in your migration or already in the cloud, the need for observability, diagnostics, and proactive cx assurance isn’t going away. We look forward to going next year!

Would love to have a conversation with YOU!