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How Nectar and Swampfox solved callback issues for large telecom company
Why Callbacks? Callbacks are a crucial component of effective customer service, and their significance cannot be overstated. When considering the question, “Why Callbacks?” one must think of a “callback” as part of the promise of customer service that a company makes to their callers to ensure a great customer experience. Customers call a company’s contact…
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Customer Story – JetBlue
JetBlue Airways is one of North America’s leading low-cost airlines, known for customer-first innovation—from offering free in-flight entertainment to creating a more spacious flying experience. With operations across 100+ domestic and international destinations, JetBlue manages thousands of daily flights out of six focus cities, including New York, Boston, and Los Angeles. The airline pioneered the…
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The Holiday Rush – Load Testing your Contact Center
Updated: 9/18/2024 Even with the inflation that everyone is feeling, Deloitte is forecasting that holiday retail sales are expected to increase 2.3% to 3.3% this year, and the official shopping season kicks off in just a few weeks according to Target, Amazon, Best Buy and others. This means it’s time to determine if your Contact Center is ready. But honestly, it’s…
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Customer Story – Banking
This top tier global bank employs approximately 150,000 people across the world and supports over 100,000 users with voice, video, collaboration, trader voice, and compliance recording systems. Before working with Nectar, the bank relied on nine separate tools to manage communications infrastructure, resulting in fragmented insights and inefficiencies.
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Contact Center Performance: The Importance of Network, Platform, and Endpoint Monitoring
Contact Centers play a pivotal role in delivering exceptional customer experiences. As technology continues to evolve, testing & monitoring the performance and efficiency of contact center operations has become increasingly crucial. By continuously testing & monitoring your network, platforms, and endpoints you ensure customers & agents have a consistent experience. Network Monitoring A robust and…
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Customer Story – Government
This public service agency supports around 20 million individuals with employment services, financial assistance, and retirement planning. It experiences high volumes of engagement, managing millions of inquiries and phone calls each year—particularly during benefit payment cycles and seasonal deadlines.
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Top Concerns of Moving a Contact Center from On-Premise to Cloud
The advent of cloud technology has revolutionized the way businesses operate, and contact centers are no exception. Many organizations are now considering migrating their contact centers from on-premise to cloud platforms. While this shift offers numerous benefits, it needs to be done after careful considerations. Below are some key factors we hear about from our customers.…
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What Is IVR Testing and Why Is It So Critical?
IVR speech recognition systems of old, are clunky. Users have to speak clearly and in acceptable accents. If they don’t, they get the canonical “sorry; I didn’t quite get that: please could you state your response again?” – all in an annoying, sterile, computerized voice. With the machine learning revolution, however, voice recognition systems have…
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ConnX and Nectar Partner to Bring Next-Level Quality of Experience Assurance
PLAINSBORO, N.J.; JERICHO, N.Y – March 21, 2023 – ConnX, an innovative multiservice communication platform integrator and managed service provider, and Nectar Services Corp., the leader in delivering actionable insights for the cloud collaboration and contact center markets, today announced the availability of an advanced edge experience assurance solution, designed to ensure every voice and collaboration interaction is excellent…
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4 questions to ask before kicking off a migration project
In this blog Christina Styers reviews her learnings from years of working in the telecom industry. As a sales leader in the telecom industry for 20 years, I have had the opportunity to talk to many CIO’s, CTO’s, VPs, Directors, and Support Analysts of Telecom/Telephony Networks about migration projects and how to best manage them…
