Top Tier Bank Modernizes Communication at Scale to Provide All New Cloud-Powered User Experiences

This top tier global bank employs approximately 150,000 people across the world and supports over 100,000 users with voice, video, collaboration, trader voice, and compliance recording systems. Before working with Nectar, the bank relied on nine separate tools to manage communications infrastructure, resulting in fragmented insights and inefficiencies.

Challenges

Operating in a highly regulated, always-on environment, the bank faced growing pressure to deliver seamless communication experiences across a patchwork of technologies. From Skype for Business and Cisco UCM to Microsoft Teams and AVAYA, their ecosystem spanned multiple vendors, platforms, and deployment models—including on-prem, hybrid, and cloud. But behind the scenes, this complexity created silos, blind spots, and inconsistent user experiences across different teams and global locations.

Issues often went unnoticed until they were reported by end users, leading to costly delays in resolution. The lack of a unified view made it difficult to pinpoint root causes, and internal teams were spending far too much time trying to correlate fragmented data. There was no consistent method to measure user experience or system health across platforms, which hindered both support and strategic planning.

The bank knew it needed a single, integrated approach—one that could provide end-to-end visibility, reduce support burden, and proactively surface problems before they impacted customers or compliance. With a cloud migration on the horizon and over 100,000 users depending on reliable communications, the time for change had arrived.

Solution

The bank implemented Nectar’s Digital Experience Platform (DXP) to monitor the full communication landscape globally. Nectar also provided dedicated technical experts to support and manage the platform, ensuring real-time insights and seamless coordination across systems. The platform enabled the bank to unify monitoring, enhance experience scoring, and support strategic initiatives like cloud migration with confidence.

Unified Experience Scoring Across Platforms

Nectar DXP enabled comprehensive user experience scoring across voice, collaboration, and contact center platforms. Customer experience leaders could now assess performance and satisfaction across internal toolsets—empowering smarter decisions and better support delivery.

Accelerated Troubleshooting with Centralized Insights

Support teams were given a single-pane-of-glass view into all user communication sessions. This allowed for rapid root-cause analysis, reduced Mean Time to Repair (MTTR), and seamless correlation across multiple technology stacks.

Cloud Migration with Measurable Success

Nectar helped successfully migrate more than 100,000 users to a cloud-based UC and collaboration environment. The bank could now measure adoption, monitor user experience, and prove ROI—ensuring the migration delivered the intended value without disruption.