Large regional bank serving individuals and businesses in the U.S.
Results:
End-to-end observability across cloud calling, contact center, and carrier
Migration assurance testing at every phase of the rollout
Unified visibility across 1,000+ branch and back-office sites
Industry:
Banking
Number of Agents/Users:
1,000+ branches and back-office sites
Technology:
Cisco Webex Calling
Genesys Cloud
Verizon SBCaaS
Create your own story with Nectar.
A national bank with more than 1,000 branches and back-office locations, migrating its on-premises Cisco Unified Communications Manager (CUCM) environment to Cisco Webex Calling while transforming its carrier infrastructure to Verizon SBC-as-a-Service. Its contact center had already migrated to Genesys Cloud.
Challenges
Moving 1,000-plus branches and back-office sites off an on-premises CUCM deployment and onto Webex Calling isn’t a single cutover — it’s a rolling migration, site by site and number by number. Layered underneath it, the bank was simultaneously replacing its on-premises SBCs and carrier trunks with Verizon SBC-as-a-Service, changing how every call was signaled and routed at the carrier layer itself.
Because the contact center had already moved to Genesys Cloud, neither change could be assessed in isolation. The bank needed visibility across the full call path — from carrier, through Webex Calling, to Genesys Cloud — for branch staff, back-office teams, and remote agents alike. Without end-to-end testing and monitoring built into the cutover, the risk was the kind of failure that goes unnoticed until a branch or a customer hits it: a broken call flow, a misrouted number, a queue that silently stops ringing.
Solution
The bank deployed Nectar to build migration assurance and ongoing observability directly into the transformation, rather than adding it after the fact.
- CX Assurance — Pre-, during-, and post-migration number and call-flow testing, plus load testing, validated every wave of the cutover before and after it went live.
- Webex Calling Support — Nectar traces calls from the SBC through Webex Calling to the user’s endpoint, turning “a call failed somewhere” into a traceable path.
- Verizon SBCaaS Integration — SIP signaling is streamed directly from Verizon’s cloud SBCs into Nectar, extending visibility into the new carrier layer.
- Conversation Journey — SIP data is married with Webex Calling and Genesys Cloud data for one full, end-to-end view of a call across every platform it touches.
- Endpoint Client (EPC) — Correlates network conditions at remote sites and home workers’ locations with voice traffic, extending observability to the edge of the network.
Key Benefits
De-Risked, Validated Migration
Every wave of the rollout (new branch, new number, new call flow) was tested before and after cutover rather than assuming it all worked. That meant issues surfaced in controlled testing instead of in production, and the bank could prove operational readiness at each phase.
Unified Cross-Platform Visibility
Rather than monitoring Webex Calling, Genesys Cloud, and the carrier layer as separate silos, the bank got one correlated view of the entire call path. A dropped call or degraded queue could be traced back to its actual source in the journey.
Continuous Operational Confidence
Migration assurance didn’t end at cutover. Automated, ongoing validation and testing kept performance visible across every branch and remote agents long after go-live, giving the bank a standing way to catch and fix issues before they ever reach a customer.
