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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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  • Advanced Troubleshooting and Analytics for Microsoft Teams Jun 24 2020 4:00 pm UTC 60 mins
    Ken Lasko
    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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