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Bringing the Financial Industry Together: Key Takeaways from Our First Peer Roundtable
This week, we kicked off our 2026 Financial Services Peer Roundtable, hosted by Jamie Ryan, SVP. We brought together collaboration, workplace experience, and IT/Voice leaders from across the financial services industry. The goal was simple: create an open, candid environment where peers could discuss challenges, compare approaches, and together identify the trends shaping the future…
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Customer Story – Utilities
A large regulated public utility responsible for power generation and distribution relied on mission-critical communications to serve customers and coordinate operations across multiple facilities. However, they lacked visibility in two essential areas: external customer call traffic during outages and peak-demand events, and internal communications between dams, substations, and control centers when responding to equipment or…
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Expanding Real-Time Visibility and Automation for Genesys Cloud
With DXP Release 20, Nectar continues to advance the mission of delivering full observability across the modern enterprise’s communications infrastructure. This release focuses heavily on Genesys Cloud, giving customers and partners new capabilities to monitor operations, detect issues faster, and drive measurable improvements in both performance and customer experience. R20 deepens DXP’s integration with Genesys…
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Why Moving to the Cloud Isn’t Always Sunny: Challenges in Migrating
Moving your contact center with cloud technologies promises scalability, flexibility, and cutting-edge features but the journey isn’t always straightforward. Many enterprises underestimate the complexity of migrating mission-critical communications from legacy systems to the cloud. It’s not just about choosing the right provider, it’s about maintaining control, ensuring performance, and delivering consistent customer experiences every step…
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The Next Evolution in Contact Center Observability
At Nectar, we’re committed to helping organizations gain full observability and control of their communications ecosystem. Our latest release of Nectar DXP (R19) continues this mission by bringing new depth to Genesys Cloud monitoring, automation across platforms like Zoom and Teams, and advanced business intelligence that prepare enterprises for the future of customer experience. Genesys…
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Enhancing Zoom Functionality Through Advanced Call Observability
It’s easy to think of Zoom as “just” a meetings platform. But for many enterprises and service providers, Zoom is much more than that. It’s a full communications ecosystem that includes meetings, phone, chat, rooms, and more. It has become a cornerstone for many organizations’ communications, but recent studies and user feedback reveal that its…
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The Real Cost of Poor Call Quality
Most people think of phone calls as background noise – the least remarkable part of modern business. But that’s only true if you’re not paying attention. In practice, voice and video communications are the front line. They are the moment when problems get solved, trust gets built, deals get made, and lives get saved. When…
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Customer Contact Week 2025 Recap: Insights from the Expo Floor
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…
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Customer Story – Hospitality
This 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 of them internal, many provided by BPO partners. These agents support customers using standardized Chromebooks and a mix of on-prem…
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How to Ensure Call Accessibility: Global Toll-Free Testing
When customers dial your toll-free number, they expect no dropped calls, no frustrating error messages, no dead ends. But what if those calls never reach your business in the first place? Many organizations assume their toll-free numbers work worldwide, but verifying this accessibility across multiple countries is a significant challenge.
