Nectar Adds Enterprise Service Management Features for Zoom

Today’s business collaboration is widely based on remote conferencing, and Zoom is one of the most popular platforms. While Zoom offers some basic free tools that enable high-level reporting, it does not easily enable troubleshooting; which is essential in order to properly detect, resolve and prevent call quality issues. 

That’s where Nectar comes in. 

The company’s digital experience platform, Nectar DXP, allows businesses to make optimal use of the information provided by Zoom, identifying call quality issues more efficiently than ever. Bringing Quality Issues to the Top 

Picture the following scenario: your CEO calls in and says they were just in a meeting and the call quality was bad. The first thing you would want to do is look up that meeting and see what went wrong, right? 

“With Zoom’s built-in tools, you cannot do that. They only allow you to search by organizer,” notes Ken Lasko, UCaaS Product Manager at Nectar Corp.

“With Nectar, you can search by user (organizer or participant) and see all the meetings that user has been in” 

Once you find the problematic meeting, the next phase would be tracking down the actual user whose quality issues caused the interruption.  

“Here Zoom, again, gives you some statistics about the meeting: participants, modalities used, etc., but it doesn’t highlight experience issues,” Lasko notes. “Nectar brings conference quality issues to the top.“ 

Nectar DXP sorts participants in a conference by quality, with those who had the poorest quality appearing at the top. It also highlights different modalities to indicate which ones had issues and shows exactly which part of the call the user was having quality issues with. 

The next question would be: What caused the user’s quality issues?  

“The insights we provide can show, for example, if other people using the same ISP in the same geographical area were also experiencing issues around the same time. So, not only do we easily identify a poor-quality session, but we use contextual data to offer a root cause analysis.” 

Alerting 

Nectar DXP also offers rich alerting to target locations or high-value users that are having call quality issues. Rather than waiting for users to report problems, administrators can get an email notifying them of issues, which allows them to be proactive. 

“You can set the system to only alert under very specific conditions, too,” Lasko shares. 

“For example: only alert if the CEO is having a poor call and he or she is at the office (since poor quality on-the-go is a pretty common thing, and you wouldn’t want to be alerted about that). You can also simply set the system to not alert you when the CEO is on a mobile network. Those things are extremely useful.” 

The User Health Index

A relatively new and highly valuable addition to Nectar DXP is the User Health Index. This proprietary metric, based on individual scoring of every call, reflects the quality of a user’s experience across all platforms over time. 

“Typically, the standard call rating most platforms provide is binary: the call was either good or bad. But that rating doesn’t differentiate between a barely-bad call, and a truly awful experience,” Lasko Explains.

“Nectar’s User Health Index measures quality across multiple calls and platforms, so it’s not just ‘good or bad’ – it’s a much more intelligent and accurate assessment of user experience”  

Highlighting a recent announcement from Nectar that featured a marquis customer, Mastercard, Lasko points out that Nectar is used by Enterprise and Service Provider customers globally.  

Visit Nectar’s website for more information on Nectar for Zoom or request a demo.