Test with Confidence. Scale with Ease.
Resolve Before Impact.
Ensure every engagement, including IVR flow, live agent connection and AI-powered chat, performs as expected.
Carrier > VOICE NETWORK DEVICES >Cloud Contact Center >Agent
Communications Gaps Can Show up Anywhere
Do you really know if your customers are getting a flawless experience? There are lots of places a simple phone call can break. These “blind spots” can be difficult to trace but damaging to the brand and staff experiences.
In The Customer Journey
Dead ends, routing loops, failed prompts and integration problems can lead to frustration, call abandonment, and brand damage. Often the result of organizations needing to make changes to IVRs, call flows, or routing logic but simulating actual customer experiences isn’t possible.
Example: A new IVR prompt sends customers to a nonexistent queue, but the issue isn’t discovered until call center volumes spike.
In The Call Quality
Even when platform dashboards are “green” customers can experience call drops, jitter, or poor audio. Blind spots occur when teams lack full visibility into metrics like QoS, MOS scores, and packet loss—especially in hybrid or multi-vendor environments.
Example: A customer has choppy audio during a high-stakes support call, but there’s no alert or trace on the backend to explain why.
In The Inbound Connections
Toll-free numbers (TFNs), SIP trunks, or chat services might not be reachable in all regions or from all carriers—especially during carrier outages, cloud disruptions, or internet peering problems. These issues go undetected unless tested outside-in.
Example: Customers from a specific city can’t connect to your 1-800 number, but your contact center shows no internal alarms.
50%
REDUCTION IN INCIDENT RESPONSE TIME
80%
INCREASE In ACCURACY OF ISSUE ISOLATION
60%
REDUCtion In BOT & IVR TESTING TIME
800%
INCREASE IN TESTING SCOPE COVERAGE
Protecting the Brand
Address The Blind Spots and Keep Systems Running Smoothly
40% of customers will walk away after just one poor service experience*. Nectar enables businesses and service providers to reduce agent churn, reduce service costs and protect the brand.
- Reduce the time and resources required to launch new services or features
- Remove reactive troubleshooting, time-consuming root cause analysis and ultimately downtime
- Reduce the number of tech-related disruptions agents face.
- Speed up incident detection, reduce escalations, and introduce less reliance on manual triage — IT and contact center teams can do more with less.
*Five9 2025 Customer Experience Report
Go Live Faster with More Confidence
Nectar automates functional and regression testing of the full customer journey across chat, IVR, application performance and real-world capacity. Configuration changes and new services can be launched in less time and with more accuracy.
Proactively Address the Unexpected
Nectar’s perpetual monitoring enables ongoing or recurring synthetic testing of service availability and monitoring of configuration changes. Contact center management teams are alerted before friction points impact real customers.
Government Agency Automates Testing to Accelerate Feature Launch and Streamline Customer journeys
Nectar Experience Assurance Feature Highlights
Proprietary Health Algorithm
Advanced voice quality monitoring identifies clicks and noise, artefacts generated by packet loss, intermittent gaps in audio during playback and stutter/jitter due to packet loss.
Automated Discovery
Automated reverse-engineering of call flows speeds up the ever-changing landscape of dynamic IVRs and enables more accurate and timely Customer Experience monitoring of the programed flows without intervention.
Voice Automation
Powerful text-to-speech capabilities and speech recognition functionality, combined with call recording, enable a high level of quality control and monitoring.
Deep Insight Reporting
Extensive reporting of generated calls, dropped calls, unexpected script faults, DTMF/speech faults, performance statistics / scaling.
Scheduled Testing
Test campaigns can be run anytime and in sequence; call volumes can increase gradually or as fast, heavy spikes.
Alerts and Reports
Contact Center and UC or voice operations teams are automatically notified via e-mail or SMS when issues are identified.
Free Checklist
Can you deliver an exceptional customer experience—every time?