See Every Call, Find Every Issue.
Before Customers or Users are Impacted
Nectar extends Cisco-native tools like Webex Control Hub with deep, end-to-end visibility, proactive testing, and AI-driven insights across carriers, SBCs, and your entire communications environment.
Cisco Gives You Data. Nectar Gives You Answers.
See the Full Conversation Journey in One Place
View every call leg across carriers, SBCs, IVR, routing, platforms, and endpoints.
Diagnose Issues at the Exact Point of Failure
Drill into any segment for session-level diagnostics and immediate root cause clarity.
Protect CX and agent performance proactively
Detect early degradation through real-time scoring, predictive analytics, and automated alerts.
Resolve incidents much faster
Move from alert to root cause quickly using context tied to agents, queues, workflows, or call legs.
Problems Nectar Solves
Limited Visibility Beyond Control Hub
Extend visibility end-to-end—from PSTN through SBC to endpoint—while adding endpoint and network intelligence (ISP, Wi-Fi, device health) with a Nectar Score/User Health Index to proactively identify and resolve experience issues.
No True End-to-End “Conversation Journey”
Construct the Conversation Journey for Webex Calling by correlating call legs, SBC signaling, and timing data. This allows teams to visualize the full interaction flow to quickly identify where issues occur.
Gaps in Telemetry for Certain Stages and Devices
Enrich Cisco-provided data using Diagnostics and endpoint telemetry (including WebRTC where applicable) to fill visibility gaps and provide a more complete picture of user experience.
Time-Consuming and Complex Root Cause Analysis
Correlate SIP signaling, media quality (latency, jitter, packet loss), and network conditions, allowing teams to quickly isolate whether issues originate in the network, SBC, platform, or endpoint.
Public Utility Restores Critical Visibility into Customer and Operational Communications
“Nectar provided the real-time insight we were missing. With multiple facilities and critical communications traffic, having a clear view into performance has become essential to how we operate and have given us confidence in our ability to manage it.”
Visibility Across Your Entire Communications Landscape
Nectar brings together service management, analytics, and experience monitoring in one platform. From the contact center to the endpoint, IT teams gain deep insight into how calls flow, perform, and feel for every user—anywhere they work.
Global Session
Health & Analytics
- Real-time cockpit view of Cisco ecosystem health
- Geographic heatmaps and historical trend analysis
- Expanded visibility into non-optimal system behavior (routing delays, queue saturation, workflow bottlenecks)
- Early-warning thresholds that trigger events and automated actions, not just dashboards
Troubleshooting &
Diagnostics
- Deep session-level diagnostics with Conversation Journey context
- Track every leg of PSTN, SIP, carrier, and cloud paths
- Real-time call disconnect events identify abnormal terminations (customer, carrier, or system-driven)
- Easy access from incidents directly to affected components (agent, IVR, queue, workflow)
- Stronger alignment with ITSM and incident workflows for faster MTTR
Proactive UX
Management
- Endpoint-level diagnostics (headset, Wi-Fi, CPU, home network)
- Nectar Score applied across environments to quantify experience
- AI-driven event detection tied to agent behavior and system conditions
- Proactive alerts that surface risks before agents or customers complain
- Clear differentiation between agent performance issues and platform issues
Customer Journey
Testing
- Automated, end-to-end testing of customer journeys across IVR, routing, queues, and agents
- Synthetic interactions that simulate real customer and agent behavior
- Global toll-free and digital testing coverage to ensure business readiness
- Proactive validation during peak events, migrations, and configuration changes
Adoption & Usage
Insights
- Utilization, engagement, and licensing trends for Genesys Cloud
- Identification of underperforming agents, queues, IVRs, and bots
- Insights that help supervisors optimize staffing, training, and routing strategies
- Automated and scheduled reporting for continuous improvement
Cross-Platform Data
Aggregation
- Aggregate data across Genesys Cloud and adjacent UC, CCaaS, carrier, and network platforms
- Correlate endpoint, session, and operational data for true end-to-end observability
- Support hybrid, multi-vendor environments