Nectar and Avaya go way back.
In fact, Nectar started its way as an Avaya business partner: their initial monitoring and diagnostics solution was developed exclusively for Avaya back in the early 90s. In 2004, Nectar pivoted into a standalone software company. Today, Nectar offers enterprises a multi-platform solution that allows a deep dive into UC and Contact Centre analytics alongside advanced monitoring and reporting capabilities.
Naturally, Avaya is still one of Nectar’s most valuable partners; and the adaptations to Nectar’s flagship solution, recently rebranded as Nectar DXP, are significant to both Avaya as a partner and to Avaya’s numerous customers.
Let’s have a look at how Nectar has evolved since those early days.
From Single-Vendor to Multi-Vendor
Since that early partnership, Nectar has become multi-vendor, which means users now have a single pane of glass through which they can monitor all their business communications operations. In today’s post-COVID world, this is not only useful – it’s crucial.
“The world isn’t just one platform anymore, it is truly multi-vendor now,” notes Shane Hosey, Managing Director, EMEA and APJ at Nectar.
“This effectively means that Avaya customers almost always use at least one other UC platform regularly, and they need to be able to monitor all their platforms simultaneously.”
“Our platform, Nectar DXP, gives customers a real-time view of what’s going on across their entire domain: be that Avaya Contact Centre agents, Teams back-office users or Cisco Webex users”
From Server-Based to Cloud-Based
Another significant change the Nectar solution has gone through is the transition from being server-based to being cloud-based.
“Traditionally, we were a software that was deployed onto an end user’s network, which required some servers,” Hosey explains. “We’ve obviously moved away from that: now we’re completely cloud-based.”
“This effectively means that not only are we quicker to deploy, but we also have much less of a footprint within an end user’s domain, while actually giving a broader scope as a result.”
From Mere Monitoring to Digital Experience
Another major change for Nectar is expanding from being solely focused on monitoring, analytics, and reporting, and moving into the field of Digital Experience.
“Monitoring is still the core foundation of our platform. However, nowadays we’re all around DX, which is a much broader term,” Hosey shares.
“This means we’re focused on the end user, who is becoming more and more important as we move into this post-COVID world, where we have hybrid workers alongside homeworkers”
To cater to those changing needs, Nectar have added the Nectar Endpoint Client to their portfolio. The Endpoint Client is effectively a small piece of Nectar software that sits on the end users’ endpoint – be it a MacBook, a Chromebook or a Windows laptop – and regularly performs synthetic tests to determine the root cause of poor call quality.
“The tests are conducted in context with of other information such as the user’s IP location, their ISP, etc. – to really give a full picture of their situation.”
That goes hand in hand with Nectar’s User Health Index, which is a score attached to every user, reflecting the quality of their calls over time.
Nectar will be showing off the new additions to Nectar DXP at the Avaya Engage conference, so stay tuned. For some more information about Nectar for Avaya, visit the Nectar website.
