Genesys gives you visibility into their platform. Nectar gives you visibility into your business.
Deliver better customer experiences across every digital channel, agent, and call flow in your Genesys Cloud or hybrid environment.
GET THE FULL PICTURE
Protect CX, Power Agents, and Optimize Operations
Every customer interaction tells a story, but most teams only see bits & pieces of it. Nectar turns data from the entire call path—carriers, SBCs, IVR, routing, Genesys Cloud, and the agent’s browser—into one unified, end‑to‑end conversation journey.
With complete visibility, IT, CX, and operations teams can finally understand what happened, where it happened, and why it happened, so they can resolve issues faster and protect customer experience at scale.
- See the full conversation journey in one place – View every call leg across carriers, SBCs, IVR, routing, Genesys Cloud, 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.
Travel Marketplace Gains Visibility and Control Over 25,000 Agents
“Nectar gave us something we didn’t have before—real visibility. With so many agents around the world, including BPO partners, we needed a way to understand and manage performance in real time. Nectar became the backbone of that effort.”
THE NECTAR DIFFERENCE
Deliver Flawless Customer and Agent Experiences. Every Time.
Nectar for Genesys brings clarity to the complex. Turn every call, connection, and customer moment into actionable insight giving teams the ability to see, understand, and perfect experiences before issues ever reach the customer.
Global Session
Health & Analytics
- Real-time cockpit view of Genesys Cloud health
- Geographic heatmaps and historical trend analysis
- Expanded visibility into non-optimal system behavior (routing delays, queue saturation, workflow bottlenecks)
- Early-warning thresholds that trigger events and automated actions, not just dashboards
Troubleshooting &
Diagnostics
- Deep session-level diagnostics with Conversation Journey context
- Track every leg of PSTN, SIP, carrier, and cloud paths
- Real-time call disconnect events identify abnormal terminations (customer, carrier, or system-driven)
- Easy access from incidents directly to affected components (agent, IVR, queue, workflow)
- Stronger alignment with ITSM and incident workflows for faster MTTR
Proactive UX
Management
- Endpoint-level diagnostics (headset, Wi-Fi, CPU, home network)
- Nectar Score applied across environments to quantify experience
- AI-driven event detection tied to agent behavior and system conditions
- Proactive alerts that surface risks before agents or customers complain
- Clear differentiation between agent performance issues and platform issues
Customer Journey
Testing
- Automated, end-to-end testing of customer journeys across IVR, routing, queues, and agents
- Synthetic interactions that simulate real customer and agent behavior
- Global toll-free and digital testing coverage to ensure business readiness
- Proactive validation during peak events, migrations, and configuration changes
Adoption & Usage
Insights
- Utilization, engagement, and licensing trends for Genesys Cloud
- Identification of underperforming agents, queues, IVRs, and bots
- Insights that help supervisors optimize staffing, training, and routing strategies
- Automated and scheduled reporting for continuous improvement
Cross-Platform Data
Aggregation
- Aggregate data across Genesys Cloud and adjacent UC, CCaaS, carrier, and network platforms
- Correlate endpoint, session, and operational data for true end-to-end observability
- Support hybrid, multi-vendor environments