Nectar Services Corp. has announced the latest release of its Nectar DXP observability platform, designed to help enterprises proactively manage contact center performance and improve both customer and agent experiences. The new release strengthens operational intelligence capabilities for Genesys Cloud environments, enabling organizations to better connect infrastructure performance with real-time service outcomes and accelerate troubleshooting across complex contact center systems.
Nectar has launched DXP R23, its latest observability platform release.
The update enhances operational intelligence for Genesys Cloud environments.
It enables unified visibility across platform events, queues, and customer experience data.
New capabilities improve troubleshooting through proactive diagnostic log capture.
The platform expands conversation analytics, including disconnect and interaction insights.
Nectar is advancing its AI enablement strategy through its MCP Server framework.
The latest Nectar DXP release focuses on bridging the gap between customer experience and underlying platform performance. By integrating operational signals with experience data, the platform provides organizations with a clearer understanding of how infrastructure behavior impacts contact center interactions.
This approach allows enterprises using Genesys Cloud to identify performance bottlenecks, optimize routing, and improve service levels through deeper operational insight.
A key enhancement in DXP R23 is unified operational and experience observability. This capability enables teams to correlate platform events, alerts and system performance issues directly with customer and agent experiences.
By linking these data points, organizations can more quickly identify root causes of service disruptions and improve decision-making around contact center operations. The platform also introduces enhanced conversation analytics, providing deeper visibility into interaction outcomes, disconnect reasons and overall system reliability.
"Organizations want more than just visibility into customer experience. They want to understand the operational factors driving those experiences and how they impact business outcomes. This release helps customers get more value from their Genesys investments by connecting customer experience and operational performance in a way that hasn't been possible before." - Pedram Feshareki, Vice President of Product Development, Nectar Services Corp.
The new release also introduces faster troubleshooting capabilities through proactive diagnostic log capture. This feature allows teams to continuously collect diagnostic data, eliminating the need to reproduce intermittent issues and significantly reducing time to resolution.
With expanded analytics across queue performance, agent responsiveness and capacity utilization, organizations can better manage contact center workloads and improve overall efficiency.
Alongside its observability enhancements, Nectar continues to advance its Model Context Protocol (MCP) Server framework, which is designed to support AI-driven access to communications and operational data.
The MCP initiative has progressed from alpha to beta, marking a key milestone in Nectar’s broader strategy to enable intelligent automation and decision-making across unified communications and contact center environments. This framework aims to provide AI applications with secure, contextual access to operational insights, supporting smarter troubleshooting and workflow optimization.
Nectar DXP R23 is available globally starting this week. The company will also showcase its latest observability and AI capabilities at Customer Contact Week (CCW) Las Vegas, where it will demonstrate enhancements in operational intelligence and contact center performance management.
Nectar Services Corp. delivers industry-leading unified communications and contact center observability and assurance solutions for global enterprises and managed service providers. For more than two decades, Nectar has provided end-to-end visibility, diagnostics, and analytics across complex, multi-vendor environments that empower organizations to optimize user experience, accelerate troubleshooting, and enhance operational efficiency. Nectar's vendor-neutral approach enables seamless integration with the world's leading collaboration and contact center platforms.
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