Enterprise organization delivering integrated health and wellness services
Results:
End-to-End Visibility Across a Multi-Vendor Ecosystem
Troubleshooting Time Reduced from Days to Minutes
Proactive Alerting and Performance Management
Industry:
Healthcare
Number of Agents/Users:
100,000+
Technology:
Avaya
Cisco
Microsoft Teams
Oracle SBC
Five9
Create your own story with Nectar.
When large healthcare organizations merged, their unified communications and contact center infrastructure became a tangled web of platforms, protocols, and vendors. With one legacy stack running on Avaya, another on Cisco, and a growing push toward Microsoft Teams and Five9, the company found itself managing an exceptionally complex hybrid environment.
Challenges
The situation was further complicated by a lack of centralized visibility. Dozens of SBCs, multiple PBX systems, and a blend of on-premises and cloud technologies left IT teams unable to pinpoint root causes of voice issues. Troubleshooting a single problem could take up to four days, with engineers forced to manually recreate scenarios and sift through logs across siloed platforms. The organization needed real-time insight, proactive alerting, and true end-to-end observability—from the carrier’s edge to the agent’s desktop.
Solution
What started as a relationship centered on Avaya monitoring quickly expanded into a holistic solution spanning their entire communications ecosystem. Nectar deployed its DXP platform to monitor every inbound and outbound call—whether it flowed through Avaya, Cisco, Microsoft Teams, or Oracle SBCs. Key features of the solution included:
- Unified UC & CC Visibility: Support for nearly 50,000 PSTN-enabled UC users and over 100,000 contact center agents.
- Multi-Vendor Monitoring: Visibility into every leg of a call journey, even when traffic traversed multiple platforms—on-prem and cloud.
- Integrated Dashboards: Custom views for executives and IT leaders, allowing real-time oversight during critical business periods.
- Advanced SIP Diagnostics: Forensic-level traceability of SIP signaling and session activity, eliminating the need to recreate issues.
- Proactive Alerting: Threshold-based notifications for call failures and circuit degradations—no longer relying solely on “up/down” status.
The platform also helped maintain compliance and uptime for critical “lifeline” on-premises phones in facilities such as warehouses and security stations—devices that couldn’t risk reliance on cloud connectivity.
Key Benefits
End-to-End Visibility Across a Multi-Vendor Ecosystem
With Nectar in place, the organization now has full observability into the entire voice infrastructure—from carrier ingress at Oracle SBCs through Avaya, Cisco, Teams, and eventually to the agent’s desktop. This includes real-time dashboards for executives and operational teams, enabling continuous monitoring during high-volume periods like enrollment season. No more vendor silos—just a unified, reliable view of communications performance across platforms.
Troubleshooting Time Reduced from Days to Minutes
Previously, identifying the root cause of a call failure often meant recreating the issue across disconnected systems, sometimes taking up to four days. Now, IT teams can trace any call through all its route points—often more than 30 hops—with forensic-level SIP diagnostics. This has transformed problem resolution from reactive guesswork into a fast, data-driven process with no need to “catch the crime in progress.”
Proactive Alerting and Performance Management
The shift from basic “up/down” monitoring to advanced KPI-based thresholding has empowered the organization to detect and address issues before they affect users. Whether it’s call failures, circuit degradation, or unexpected routing behavior, teams are notified instantly. They’ve also gained insight into carrier performance and utilization trends, giving them leverage for vendor accountability and smarter capacity planning.
“If you can get cross-vendor SIP observability right, you’re not just a tool, you’re a strategic partner. Nectar nailed it.”
