Latest release combines customer experience visibility with deeper operational and platform intelligence for modern contact centers
Jericho, NY — [June 22, 2026] — Nectar Services Corp. today announced the availability of the latest release of the Nectar DXP observability platform, designed to help enterprises proactively manage contact center performance, troubleshoot issues faster, and improve customer and agent experiences. This release helps expand operational intelligence and proactive management of Genesys Cloud environments.
Bridging the Gap Between Experience and Platform Visibility
Nectar’s latest release can enable Genesys Cloud users to better connect operational platform events directly to customer and agent experiences, providing insight into how infrastructure, routing, and platform behavior impact conversations.
New capabilities include:
- Expanded operational intelligence for Genesys Cloud, providing visibility into platform health, queue performance, agent responsiveness, and capacity utilization to help organizations identify performance bottlenecks, optimize operations, and improve service levels.
- Unified operational and experience observability, allowing teams to correlate platform events, alarms, and performance issues with the customer and agent experiences they impact, accelerating root cause analysis and helping uncover issues affecting customer journeys.
- Enhanced conversation analytics and troubleshooting, including insight into interaction outcomes, disconnect causes, and performance to improve reliability, support more informed decision-making, and quickly determine where issues originated from.
- Faster troubleshooting through proactive diagnostic log capture, allowing teams to investigate issues using continuously captured diagnostics data, eliminating the need to reproduce intermittent problems and significantly reducing time to resolution.
“As organizations continue to optimize customer and employee experiences, they also need operational context to quickly identify, troubleshoot and resolve issues. They want to understand the operational factors driving those experiences and how they impact business outcomes. This release helps customers get more value from their Genesys investments by connecting customer experience with operational intelligence.” – Pedram Feshareki, Vice President of Product Development, Nectar Services Corp.
Continued Momentum Around AI Enablement
In addition to the operational intelligence enhancements introduced, Nectar continues to advance its AI enablement initiatives through ongoing development of its Model Context Protocol (MCP) Server framework.
Following the company’s initial MCP announcement earlier this year, Nectar has advanced the initiative from alpha to beta, marking an important milestone in the company’s vision for AI-driven access to communications observability and operational intelligence data. The MCP Server framework is designed to help organizations and AI applications securely access contextual insights across complex UC and contact center environments, enabling more intelligent automation, troubleshooting, and decision-making.
Nectar DXP R23 will be available starting this week for customers worldwide.
Nectar will showcase the new operational intelligence and observability capabilities as well as the MCP advancements at Customer Contact Week (CCW) Las Vegas, June 22–25, at Booth 826.
