Nectar’s Release 21 marks a major step forward for organizations running Cisco Webex Calling. As Webex environments grow more distributed and more business-critical, visibility gaps and operational complexity can quietly erode performance and user experience. This release delivers powerful new capabilities purpose-built to enrich Webex Calling data, eliminate blind spots, and connect every leg of the conversation journey—from endpoint to carrier to cloud.

Delivering Better Customer Experiences for Users of Cisco Webex Calling

We continue to be a best-in-breed partner for Cisco Webex Calling customers and partners needing to ensure their end-users and customers always have the best experience. This latest release delivers powerful enhancements that close visibility gaps, reduce operational complexity, and help organizations maximize their Webex Calling investment.

Conversation Journey View for Webex Calling

Our unique conversation journey view connects disparate datasets into a single, easy to understand flow showing the customer experience from the moment the interaction starts to the very end. We take vendor-provided tools (such as Cisco Control Hub) and enrich it, giving you deeper insights.

Especially useful in contact centers and complex interconnected systems, we highlight user/customer experience issues that may otherwise require time-consuming investigation and analysis of multiple systems and datasets. We pinpoint issues such as:

• carrier problems
• non-optimal performance of system components (e.g. IVR’s, call queues and flows and call recorders)
• network issues in any location from which agents and end users work

This ultimately saves time and reduces the cost of improving the overall user/customer experience. Improvements can then be tracked using our analytics capabilities to ensure that quality is maintained.

In the above example, a customer has called a contact center, navigated an auto-attendant, placed in a call queue and finally connected to an agent. But, during the call, the customer experienced poor voice quality.

Here are some key observations:

• Cisco does not provide any customer experience metrics when a caller is connected to an auto-attendant. However, Nectar has enriched the data from Cisco to show that the poor customer experience was not due to this component. Without this, our customer/partner would have to spend time and deploy resources to investigate potential issues with this system component (and others such as IVR’s, chatbots etc).
• We can then see that the customer was held by the auto-attendant for around 25 seconds before being released into the call queue. If the auto-attendant was misconfigured, delays at this stage of the Conversation Journey would be evident and can be rectified. In this case, no action is needed.
• The customer was then released into the call queue, and an agent promptly answered the call after 3 seconds. Had the customer not staffed the call queue correctly, long wait times leading to reduced customer experience would be highlighted.
• Finally, the customer reached the agent, and we can immediately see that the customer experience drastically reduced as indicated by a Nectar Score of 53% (Nectar Score is an easy to understand, vendor-agnostics indicator of customer experience). At this stage, it becomes apparent that the agent leg of the conversation journey is the root cause of the issue. The issue is highlighted as a network related, audio latency issue on the agent side and the issue can be assigned to the network team at the agent’s location to rectify.

Automatic location builder for Webex Calling

Customer locations are a pivotal building block in terms of system performance, reporting/analytics and real-time alerting. Ensuring that good user/customer experience is achieved at these locations is often a crucial KPI for our customers and managed service partners. Locations can be traditional office buildings and campuses, but they can also be logical groupings of users such as floors within a building, WiFi networks or VPN segments for home workers. Instead of this being a time-consuming operational overhead, we have introduced the automatic location builder feature to streamline this process and allow analytics, reporting and real-time alerting for locations, out of the box.

Targeted Monitoring for High-Value Users in Zoom

Many organizations need deeper visibility into only a subset of users such as VIP executives, contact center agents, or mission-critical conference rooms. Our newest release offers a specialized feature known as Partial User Monitoring (PUM), which allows organizations to restrict data collection to specific accounts. PUM now extends to Zoom, enabling:

• Focused monitoring on high-impact users
• Lower operational cost by not monitoring the entire population
• Automated workflows using PUM APIs for partner-scale environments

This keeps monitoring precise, efficient, and aligned to business value.

Richer Insights for Genesys Cloud

Release 20 included major updates on additional support for Genesys Cloud. In R21 we continue that effort with:

• Operational and call related events for Genesys Cloud that now show directly in the conversation journey and user views to provide more context
• Genesys session details screen that provides more Genesys specific information about call steps and thus improving clarity.

Better User Views, Better Experience Management

The updated user screen now includes:

• Nectar Score trends over time
• Operational events associated with user sessions
• A clearer view of experience patterns

This helps teams move from reactive troubleshooting to proactive experience improvement.

Powerful New Reporting Templates for Service Providers

Our new Cisco-focused report pack accelerates onboarding and reduces operational overhead with ready-made templates for:

• Call Completion
• Contact Center Performance
• Endpoint Registration
• Infrastructure Metrics
• Location Performance

These reports immediately highlight where attention is needed, and, where things are running smoothly.

Improved SBC Monitoring with Oracle VKM

The new Oracle SBC Vendor Knowledge Module reduces onboarding time and enhances monitoring accuracy with:

• Automated configuration discovery
• Continuous updates
• Expanded KPIs

Support for Ribbon, Sonus, Cisco, and Avaya is on the way!

Built to Improve Experience and Reduce Effort.

This release continues our mission to provide the most complete, unified view of customer and user experience across cloud communications and contact center environments. Whether you’re a large enterprise or a service provider, these enhancements are created with you in mind.

Interested in seeing it in action? Let us know here.