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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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Beyond Visibility: Achieving Accountability in Cloud Communications
Modern enterprises are embracing cloud-first strategies for voice, video, and contact center platforms. However, with that shift comes a dangerous side effect: a steep decline in visibility and control. It also highlights the risks of cloud communication environments, the inadequacies of traditional monitoring tools, and the need to regain accountability through purpose-built observability solutions. Introduction…
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Enterprise Connect 2025 Recap: Insights from the Expo Floor
Enterprise Connect 2025 brought together the leading voices in enterprise communications and customer experience for another year of important conversations, insights and fun! We found real value from talking with attendees – IT leaders & architects, cloud managers, and CX professionals – about the challenges they’re facing right now. From the first day of the show…
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The Importance of Being “Business Ready”: Delivering Exceptional Communication Experiences
From our standpoint, Every Conversation Matters… no matter where or when that conversation originates and ends. Customers expect seamless communication and efficient service, and businesses must be “business ready” every day. For contact centers, this means ensuring that the systems supporting customer interactions, such as 1-800 numbers, IVRs, omnichannel communication tools, and agent workflows, are…
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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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Enhancing Chatbot Performance with AI-Based Automation Testing and Monitoring
by: Hes Yavari, VP Contact Center & CX Practice Chatbots have become an integral part of customer service in contact centers. With advancements in artificial intelligence (AI) and natural language processing (NLP), they offer quick responses, handle multiple queries simultaneously, and operate 24/7. In fact, according to 2024 statistics from Tidio, many customers prefer interacting with chatbots over…
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Assuring a Successful Cloud Migration: 5 Steps
By: Hes Yavari, VP Contact Center & CX Practice Cloud migration is a strategic move that many companies undertake to enhance their technological agility and improve customer communications. However, the transition from traditional Contact Center platforms to a cloud-based environment can be fraught with challenges. To prevent issues, use these 5 steps to ensure a successful…
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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…
