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Weathering the Storm: Ensuring Business Continuity for Contact Centers During Natural Disasters
Hurricane season brings more than just storm clouds—it also brings uncertainty, fear, and immense challenges for many businesses, especially those with customer-facing operations like contact centers. The human impact of these events is undeniable: employees may be directly affected by the storm, customers reach out in moments of distress, and businesses are stretched thin as…
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Nectar Solutions Now Available on Genesys AppFoundry
Nectar DXP and CX Assurance seamlessly integrate with Genesys Cloud enhancing customer & agent engagement and streamlining operations. Jericho, New York – May 9, 2024 – Nectar Services Corp. (“Nectar”) today announced its Digital Experience Platform and CX Assurance tools are now available on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications…
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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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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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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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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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Your call may be recorded for quality and training purposes
by: Dan Montague, VP Sales, International “Your call may be recorded for quality and training purposes” We’ve all heard that announcement at the start of an interaction with our bank, or our mortgage lender. But how do those organisations ensure that those recordings happen? And what are the consequences – both financially and from a customer…
