EDUcast: CX Assurance; Delivering High Value CX Testing Services to the Contact Center

by Gary Audin Customer experience (CX) can be more influential on your brand than your product value or your price. In today’s competitive market, CX can make or break a business. Measuring CX through surveys helps but you need more data and you need an automated not manual system to collect, analyze, and troubleshoot your contact center operation. Tim Armstrong, VP Product Marketing at Nectar www.nectarcorp.com and Gary Audin recorded this EDUcast to provide insights into testing and evaluating the CX of your contact center. Tim covers what CX means today and the changing expectations of the customer. He then moves into how to test the CX and the value of automated vs. manual testing. Tim points out the benefits of a cloud based service solution and the insights to be gathered on a global not just local scale. He finishes with a discussion of the features necessary for a successful CX assurance platform. What you will learn in this EDUcast: Today’s Contact Center Environment Introduction to CX Assurance Architecture & Key Feature Overview Summary of Advanced Platform Modules Identifying CX Assurance Opportunities Competitive Differentiators Complete Nectar Contact Center Toolset Nectar 10 is the industry’s most powerful and easy-to-use multi-vendor reporting, monitoring and diagnostics tools. Purpose-built for voice, video and real-time collaboration, Nectar 10 is designed for the cloud era with best-in-breed support for hybrid, premise and cloud-based environments. Nectar Services www.nectarcorp.com has been committed to delivering market-leading software solutions that empower our partners and customers to dramatically improve management, visibility, and service delivery across global and enterprise converged Voice-over-IP (VoIP), SIP and MPLS networks.