JetBlue Enhances Remote Agent Performance with End-to-End Visibility

“The Nectar solution has helped us quickly identify ISP outages that are geographically located for our home-based customer service crewmembers. Historically an ISP outage would require our voice team to spend a lot of time troubleshooting our equipment as well as trying to find commonalities in location and internet providers. Now we can quickly identify and confirm with testing results if the problem is occurring outside our network and at our crewmembers’ home location.“

Loni Williams, Manager IT Telecommunications, JetBlue

JetBlue is a leading low-cost airline focused on customer experience.

Results:

  • Pinpoint ISP outages quickly.
  • Troubleshoot continuing call quality issues with specific crewmembers.
  • Allow home-based crewmembers to no longer carry PSTN lines.

Industry:
Travel

Number of Users:
1800

Technology:
Avaya
Verizon

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 use of remote crewmembers in Salt Lake City and Orlando, providing exceptional service long before remote work became common.

Challenges

JetBlue’s remote customer service model, initially built on PSTN home phone lines, limited recruitment to specific cities and introduced persistent call quality issues. As JetBlue evolved, they needed a way to drop legacy PSTN lines, recruit more widely across regions, and ensure excellent customer experiences—without compromising call quality. However, without visibility into home network health, diagnosing issues was slow, costly, and reactive, especially during ISP outages.

Solution

Partnering with Verizon and Avaya, JetBlue selected Nectar’s Digital Experience Platform (DXP) and Endpoint Client after an extensive proof-of-concept process. Nectar delivered a real-time, end-to-end view—from Avaya platforms through ISP networks down to individual agent endpoints. The solution offered visibility into remote network performance, pinpointed ISP issues quickly, and ensured crewmembers’ home environments met the standards necessary for high-quality VoIP communications.

Unlocking Visibility into Remote Network Health

Nectar enabled JetBlue’s IT team to proactively monitor remote crewmembers’ home environments, swiftly identifying ISP outages by geography or provider. Instead of lengthy troubleshooting cycles, IT teams could quickly determine whether an issue originated inside or outside JetBlue’s network.

Empowering Supervisors with Actionable Insights

Supervisors gained the ability to view individual crewmember network health scores and recurring issues. This visibility allowed them to coach agents through basic troubleshooting steps and make informed decisions about staffing based on call quality, not guesswork.

Building a Scalable, Resilient Remote Workforce

With Nectar, JetBlue began assessing network health before hiring remote crewmembers, ensuring a quality customer experience from day one. The new setup, combined with Avaya’s updated split media architecture, eliminated the need for PSTN lines and expanded JetBlue’s ability to recruit from anywhere—especially critical during peak seasons and weather events.