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."
