End‑to‑End Visibility,
Monitoring & Diagnostics
for Avaya UC & Contact Center
From global health to individual call clarity, Nectar for Avaya gives enterprises, service providers, and BPOs complete visibility and proactive control over every conversation and connection.
Never Run TraceSM Again.
Trace SM is reactive by design
You must enable traces, recreate issues, and hope the problem happens again before logs expire.
Limited visibility across the full call path
Session Manager shows part of the story but not the carrier, endpoint, or full interaction flow.
Failover confusion creates false alarms
It’s difficult to distinguish between a true outage and a system failover, leading to wasted time.
Operational blind spots in infrastructure
Gateway health, DSP resources, and certificate issues often surface only after they cause disruption.
60%
Expect to reach a human in 6 minutes or less before becoming frustrated.
*Avaya customer experience statistics 2026
83%
say it is extremely or very important to speak to a human when issues arise.
53%
report recruiting, training, and retaining skilled staff as a top challenge.
12%
of organizations report having effectively eliminated data silos.
Nectar is Purpose‑Built for Avaya & Real‑Time Communications.
Nectar delivers always-on observability across Session Manager, gateways, carriers, and endpoints. Now you can easily resolve issues before they impact the business.
- See the full conversation journey in one place – View every call leg across carriers, SBCs, IVR, routing, and endpoints.
- Diagnose issues at the exact point of failure – Drill into any segment for session-level diagnostics and immediate root cause clarity.
- Resolve incidents much faster – Move from alert to root cause quickly using context tied to agents, queues, workflows, or call legs.
- Protect CX and agent performance proactively – Detect early degradation through real-time scoring, predictive analytics, and automated alerts.
- Eliminate guesswork – Replace fragmented tools with one authoritative, end-to-end view of every conversation.
Solving Call Quality Challenges for a Leading Online Retailer
“We finally have real-time visibility across our entire environment. It’s transformed how quickly we identify and resolve issues, whether it’s a remote agent’s Wi-Fi or a provider-side problem. We’re no longer reacting; we’re proactively improving the customer experience.”
Visibility Across Your Entire Communications Landscape
Nectar brings together service management, analytics, and experience monitoring in one platform. From the contact center to the endpoint, IT teams gain deep insight into how calls flow, perform, and feel for every user—anywhere they work.
Global Session
Health & Analytics
Gain real-time visibility into Avaya performance with intuitive dashboards and geographic trends that pinpoint emerging issues, empowering teams to maintain consistent call quality and customer experience everywhere.
Troubleshooting &
Diagnostics
Resolve BYOC and Avaya issues faster with deep, session-level insight that traces calls across PSTN, SIP, and agent endpoints, accelerating root-cause analysis and restoring service before customers feel impact.
Proactive UX
Management
Ensure agents perform at their best by monitoring headsets, Wi-Fi, and CPU performance, detecting degradations early, and delivering seamless experiences through real-time diagnostics and proactive issue prevention.
Customer Journey
Testing
Simulate real-world customer journeys across IVRs, routing paths, and agents with automated, global testing that validates readiness, maintains uptime, and ensures flawless service even during peak demand.
Adoption & Usage
Insights
Unlock full BYOC visibility with automated analytics that reveal carrier utilization, adoption trends, and performance patterns—helping optimize network design, reduce costs, and maintain superior customer experience across regions.
Cross-Platform Data
Aggregation
Unify visibility across Avaya and other communications platforms, correlating endpoint, network, and session data to eliminate silos and deliver a single, complete view of customer and agent experience.
STAKEHOLDER VALUE
Contact Center Leaders
Identify whether agents are underperforming due to network or device issues—not lack of skill. Boost First Call Resolution and customer satisfaction by addressing hidden tech gaps
IT Support
Pinpoint voice and video quality issues without needing anecdotal reports or remote-control sessions. Diagnose performance problems at the endpoint—before they escalate.
Workforce & Ops Teams
Track trends in user/agent experience and environmental consistency across thousands of endpoints. See historical and real-time data to support performance and staffing decisions.
Service Providers
Empower your customers with a solution that monitors last-mile connectivity without impacting performance. Extend your value by delivering digital experience assurance to hybrid teams and home agents.