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Reclaiming Customer Experience Excellence

Just as contact center managers, DevOps and telecom teams are starting to catch their breath from the heroic efforts of enabling Contact Center and IVR operations during the most disruptive global event in modern history, executives and business leaders have begun asking a most important question; what next? The tumultuous times we’re all living through are beginning to transform the way businesses operate and we’re clearly heading toward a new normal for the contact center.

Go-forward considerations involve assessing new IVR and Contact Center platforms, evaluating cloud migration strategies, revisiting application integration requirements, planning for new call volume patterns and, of course, optimizing for dispersed staffing scenarios.


As the industry transitions from emergency operations toward the long and winding road of recovery, many contact center organizations are looking to reclaim customer experience excellence while also enabling operational transformation. Join Nectar for a discussion on how to quickly and confidently:

- Address contact center infrastructure transformation

- Navigate the road ahead

- Focus on customer experience assurance
Recorded May 20 2020 48 mins
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Presented by
Tim Armstrong and Hes Yavari, Nectar Services Corp.
Presentation preview: Reclaiming Customer Experience Excellence
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  • Managing your Remote Cisco Collaboration Now Recorded: Nov 12 2020 56 mins
    Nectar Services Corp. & Cisco Systems
    Navigating the “New Normal” in an “Abnormal” Time
    Managing your Remote Cisco Collaboration Now & Ultimately the Safe Return to the Office

    Solving collaboration challenges shouldn’t be done alone. Everything runs faster, smoother, and more e¬fficiently when teams collaborate. This couldn’t be more important given the 2020 Pandemic and the major shift to remote working. However, what’s the real-world impact to managing the underlying Cisco UC and multi-platform environments that support your current remote work groups and ultimately their safe return to the office?

    Cisco and Nectar have been collaborating for years to bring Cisco UCM customers the most advanced solutions for monitoring, diagnostics, analytics and testing to deliver an optimal Cisco Collaboration User Experience.

    Join experts from Nectar and Cisco as they provide insight on:

    •Staying ahead of the next unknown and the criticality of monitoring and real-time diagnostics for your Cisco Collaboration environment
    •Maximizing the technologies, you already have and add critical visibility into all the elements that may be contributing to your user’s session health and experience
    •Managing the risks with real-time video conference analysis for Cisco Meeting Server and TelePresence Video Endpoints
    •Testing your hybrid workplace/remote office capabilities for voice, video meetings and team collaboration
  • Enhanced Vector Management for Avaya CM – Ensure Optimized Customer Experience Recorded: Sep 16 2020 40 mins
    Steven Harper and Tim Armstrong
    Vectors provide powerful call handling logic for Avaya Communication Manager environments but, for large or complex deployments, managing advanced call flows can be challenging. Administrators are often asked to make changes quickly in response to dynamic business requirements which further challenges an administrator’s ability to maintain accurate records of these complex instruction sets. Nectar has long supported advanced monitoring of Vector Director Numbers to support operations and capacity planning, but we’ve recently added powerful new capabilities to enhance Vector and VDN monitoring, including a new capability that visually displays vector commands. This new visualization automates work that was previously a time-consuming and manual effort for Avaya administrators. Visualization further enhances the ability to quickly and easily display and verify changes in vectors. These new capabilities from Nectar enable administrators to quickly address new business requirements and, ultimately, ensure great customer experiences.

    In this webinar, Nectar will address:

    •Inventory Capture (search, sort and filter) for Vector Directory Numbers (VDNs) and Vectors
    •Simplified, Universal Visibility into Vector Steps
    •Enhanced Vector Alarm handling
    •Create flowcharts to show Avaya vector call flows – “a picture is worth a thousand words!”
    •Vector History Capture - Creating new flowcharts, while archiving the previous
  • Microsoft Teams PSTN Calling: Testing and Troubleshooting Recorded: Aug 19 2020 62 mins
    Tim Armstrong, Ken Lasko
    Advanced troubleshooting, analytics and testing for Microsoft Phone System calling using Microsoft Teams Direct Routing or Microsoft Calling Plans.

    Organizations have been migrating to cloud-based collaboration and calling services, such as Microsoft Teams, at a record-setting pace in response to the work-from-home scenarios created by the global Covid-19 pandemic. Microsoft offers two options for connecting a Teams environment to the PSTN to enable inbound and outbound calling for end-users; Microsoft Direct Routing or Microsoft Calling Plans.

    Both options for bringing PSTN to the Teams service involve trade-offs producing both benefits and challenges. However, one common challenge that enterprise support and operations teams face is having visibility into the telephony-related performance, quality and availability issues.

    Cloud providers like Microsoft Teams have made it clear that the responsibility for the end-user experience remains with the enterprise, including the networks and endpoints. In this webinar, Nectar will address:

    - The Evolving Microsoft Teams Landscape
    - Microsoft Teams PSTN Options and Impact to Visibility
    - Microsoft Direct Routing Diagnostics Options and Capabilities
    - Cloud-based CX Services to Test and Monitor Teams Calling Plan Scenarios
    - Testing & Monitoring Microsoft’s Cloud Auto Attendant and Call Queue Features
    - Analytics and Reporting Options Available Today
  • Monitoring, Diagnostics and Reporting for Remote Cisco Collaboration Users Recorded: Jul 22 2020 59 mins
    Tim Armstrong, Mark Reith and Bill Bernabe
    Cisco Unified Communications Manager (CUCM) has a history of providing reliable, secure, scalable, and manageable UC call control to large numbers of global enterprises. Nectar has been a long-time preferred Cisco solution partner providing customers the third-party UC monitoring, diagnostics and reporting tools needed to provide a centralized performance management view with real-time troubleshooting.

    The COVID-19 pandemic has led to a transformational era of remote worker collaboration enabling new scenarios for end-users, but also posing new challenges to IT ops and support teams who struggle to gain visibility into all the elements that may be contributing to session health and user experience.

    In this webinar we’ll address probing issues including:

    •Real-time and historic media/signaling analysis of Cisco voice and video sessions
    •Monitoring Cisco Expressway for Mobile and Remote Access
    •Monitoring VPN users at the Edge/VPN Concentrator
    •Overall CUCM Platform health and availability monitoring
    •Real-time video conference analysis for Cisco Meeting Server and
    TelePresence Video Endpoints
  • Advanced Troubleshooting and Analytics for Microsoft Teams Recorded: Jun 24 2020 60 mins
    Ken Lasko and Tim Armstrong
    While Microsoft Teams has proven a valuable tool to enterprise end-users, the transition to the cloud has left IT Operations and Support teams with a lack of visibility into the user experience. Microsoft’s basic dashboards and reporting provide some high-level insights but troubleshooting and user-level diagnostics remain challenging tasks for many enterprises. Complicating the situation, most enterprises are also deploying Microsoft Teams leveraging Direct Routing which connects on-premise carrier telephony to Microsoft’s cloud. This Direct Routing traffic represents all inbound and outbound PSTN calls, often the most important calls for most businesses.

    In this webinar we’ll address:

    -Advanced PSTN Call Troubleshooting capabilities
    -Monitoring SBC health and availability for Teams Direct Routing
    -Powerful media and signaling analysis for PSTN calls to and from Microsoft’s cloud

    Nectar has been monitoring remote workers for over ten years, as well as Microsoft UC platforms since their inception.
  • Reclaiming Customer Experience Excellence Recorded: May 20 2020 48 mins
    Tim Armstrong and Hes Yavari, Nectar Services Corp.
    Just as contact center managers, DevOps and telecom teams are starting to catch their breath from the heroic efforts of enabling Contact Center and IVR operations during the most disruptive global event in modern history, executives and business leaders have begun asking a most important question; what next? The tumultuous times we’re all living through are beginning to transform the way businesses operate and we’re clearly heading toward a new normal for the contact center.

    Go-forward considerations involve assessing new IVR and Contact Center platforms, evaluating cloud migration strategies, revisiting application integration requirements, planning for new call volume patterns and, of course, optimizing for dispersed staffing scenarios.


    As the industry transitions from emergency operations toward the long and winding road of recovery, many contact center organizations are looking to reclaim customer experience excellence while also enabling operational transformation. Join Nectar for a discussion on how to quickly and confidently:

    - Address contact center infrastructure transformation

    - Navigate the road ahead

    - Focus on customer experience assurance
Because every conversation matters!
About Nectar Services Corp. Nectar is a global market leader in providing the most comprehensive monitoring, diagnostics and testing software solutions for Enterprise Unified Communications, Collaboration and Contact Center services, empowering IT and operation organizations to proactively ensure the customer experience. This focus has also allowed us to earn the trust of over 2,100 large enterprise and service provider customers around the world, as well as accolades and certifications from our technology partners including Microsoft, Cisco, Avaya, and others.

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  • Title: Reclaiming Customer Experience Excellence
  • Live at: May 20 2020 3:00 pm
  • Presented by: Tim Armstrong and Hes Yavari, Nectar Services Corp.
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