At Nectar, we’re committed to helping organizations gain full observability and control of their communications ecosystem. Our latest release of Nectar DXP (R19) continues this mission by bringing new depth to Genesys Cloud monitoring, automation across platforms like Zoom and Teams, and advanced business intelligence that prepare enterprises for the future of customer experience.

Genesys Cloud

Building on the successful adoption of Genesys Cloud, we’ve doubled down on expanding the Genesys feature set (and allowing us to support contact center observability across the top platforms). In this release, you’ll find:

• Conversation Journey Enrichment: Nectar Diagnostics (UCD) now integrates with the Genesys “Conversation Journey.” This enhancement is especially critical for Bring Your Own Carrier (BYOC) scenarios, where SIP carrier issues can be broken down, demarcated, alerted, and reported with precision.

• Quality at a Glance: A conversation’s overall quality score can now be automatically summarized as the “worst performing call leg”—whether it’s IVR, an agent, or another touchpoint—giving organizations a clear understanding of what most impacted the customer experience.

• Multi-Channel Support: Beyond voice, Nectar tracks non-voice interactions like chatbots. Now, contact centers can measure response times to customer emails, ensuring performance across every channel. This gives the contact center leaders the ability to see in one place ALL communications, by agent or by system, and report on it.

• Deeper IVR & Queue Insights: New “baseball card” screens and analytics give visibility into the performance of IVRs, ACDs, and Queues, extending the same clarity currently available for agent performance.

• Enhanced Views: Improvements to Conversation Journey and Session Details make it easier than ever to see exactly what’s happening across customer sessions.

New Dashboard Components

DXP now offers a new set of interactive dashboard features for system status metrics and events. These are flexible enough to apply across environments, including:

• SBCs in BYOC scenarios
• On-premises contact center components
• Legacy platforms like Avaya CM

This not only streamlines migration from CIP to DXP for large partners but also lays the foundation for our Cloud VKM model, where we’ll expand beyond call/session data into broader contact center performance metrics.

Our CX Assurance dashboards are now more integrated (and partner-friendly), with enhanced features like direct links back to the original test case – to help unify the entire experience. And for our MSP partners managing multiple customers or regions we’ve added role-based separation.

Zoom Automated Location Imports

For Zoom customers, onboarding just got easier. Zoom Meeting and Phone sites are now auto-imported from the Zoom cloud—and automatically built into DXP as “Locations” for reporting, analytics, and real-time alerting. This replaces a time-consuming manual step and accelerates time-to-value.

Teams Partial User Monitoring (PUM) API

To reduce operational overhead, especially for MSPs, we’ve introduced a new Teams PUM API. This allows customers and partners to automate the upload and update of user configurations, eliminating a historically manual process and lowering costs.

Enhanced Business Intelligence

We’re expanding our Business Intelligence capabilities. Nectar has always excelled at collecting rich data, and now we’re delivering even greater flexibility in how that data is presented and customized. And, of course, we are always integrating AI-capabilities in all the right spots.

Looking Ahead

This release is another step in our mission to give enterprises and partners a true control center for predictive intelligence, faster decision-making, and cost savings. The work being done today unifies the functionality of our Diagnostics and CX Assurance tools into Nectar DXP, continuing to make it the most comprehensive observability and monitoring platform for today’s multi-channel, multi-vendor environments.

Stay tuned for our next release in Q4 of 2025 where there will be a continued focus on contact center. Have questions now? Please reach out.