Future-Proofing Communications: How a Global Payments Leader Navigated Migration and Growth

A global payments technology company operating in over 210 countries and territories, this organization connects individuals, businesses, and governments through secure, innovative financial services. Focused on creating a trusted digital economy, the company prioritizes technology investments to deliver best-in-class employee and customer experiences.

Challenges

In early 2020, the company faced a perfect storm of change. Microsoft announced the end-of-life for Skype for Business just as the global pandemic forced 75% of their workforce to shift to remote operations. With 30,000 employees relying on Skype for daily collaboration, the organization needed to move quickly—not just to a new platform, but to an entirely new way of working.

Their plan was ambitious: migrate users from Skype to Microsoft Teams and, over time, incorporate Zoom for external communications. But the stakes were high. Any downtime could disrupt critical operations, and maintaining communication quality across such a large, dispersed workforce was non-negotiable.

Complicating matters, their existing monitoring tools, like Splunk, were cumbersome and ill-equipped to provide focused visibility into voice performance. There was a growing concern that gaps between the old and new environments could lead to missed issues, reactive troubleshooting, and frustrated employees.

The company knew they needed more than just a migration plan—they needed real-time insights into user experience across multiple platforms, and the ability to proactively detect and resolve problems before they impacted productivity.

Solution

After a thorough evaluation process, the company chose Nectar for one simple reason: Nectar offered something no other vendor could—comprehensive, platform-agnostic visibility across both legacy and cloud environments.

Nectar’s solution enabled them to monitor their Skype environment immediately, track the migration into Microsoft Teams, and integrate Zoom as external collaboration needs evolved—all within a single, unified platform. The flexibility to support both on-premises and cloud-based communications, coupled with deep diagnostics at the SIP and SBC levels, meant the IT and collaboration teams could finally see, understand, and act on issues in real time.

The rollout was smooth and collaborative, with Nectar working closely with internal Communications and Collaboration leaders. Nectar’s proven results quickly earned champions among senior executives, some of whom had experienced the platform’s value at other global enterprises.

With Nectar in place, the company didn’t just manage a massive migration—they transformed the way they supported communications, shifting from reactive firefighting to proactive service assurance.

Smooth Migration with Zero Disruption

Following contract finalization, Nectar was deployed within three months. The company immediately gained visibility into call quality, quickly identifying and resolving regional network issues that could have impacted user experience during the Teams migration. Over the next 12 months, the 30,000 Skype users were successfully transitioned to Microsoft Teams without major disruptions.

Global Monitoring Across Multiple Platforms

Today, the company monitors 30,000 Teams users and 6,000 Zoom users globally through Nectar DXP’s interactive dashboards. Customized alerts by region and department empower Level 1 and Level 2 support teams to proactively detect and resolve issues—often before users even notice. With regular training sessions provided by Nectar’s Client Success Managers, the IT teams have been able to deepen their use of the platform to deliver higher-quality support.

Expansion to Remote Work and Hybrid Environments

Building on the success of the initial deployment, the company launched a proof-of-concept (POC) for Nectar Endpoint Client across 40,000 remote workers to enhance visibility into home office environments. Additionally, they are preparing to extend Nectar monitoring into 2,000 video-enabled conference rooms to ensure a consistent experience as employees return to the office