DXP Platforms Are Thriving All the Way to Intelligent Headsets

Communication has always been an essential part of any organization, regardless of the sector they are in, but it has recently reached a new level of critical importance. With the beginning of a new digital age, a Harvard Business Review study found that employees in the modern workplace now spend around 80 percent of their time on activities that require some form of communication with other workers.

Furthermore, one of the fastest-growing trends in the business world currently driving the necessity of efficient communications is the adoption of work from home (WFH) or remote work strategies. Though the technique rose to popularity during the COVID-19 pandemic, the increased productivity and efficiency led most some enterprises to adopt WFH full-time, with 16 percent of companies fully remote as of 2022 and another 74 percent using the method in at least some form, embracing a hybrid work environment.

However, since these strategies spread workforces out across often vast geographies, adequate communication is a must for WFH workers to be able to collaborate with other remote workers or interact with customers. For many enterprises, this need to enhance communication abilities has led them to innovative technology known as digital experience platforms (DXP).

A DXP is an integrated set of core technologies that support the composition, management, delivery, and optimization of contextualized digital experiences. In terms of communications, a DXP can offer a plethora of advantages to enterprises adopting the WFH model, such as being future- and innovation-proof. This allows enterprises to adopt and smoothly integrate the most up-to-date communications technologies, giving employees all the tools necessary to remain connected while remote.

Overall, the global DXP market size was valued at $12.2 billion at the end of 2022 and is expected to expand at a CAGR of 14.23 percent, reaching a predicted value of $27.2 billion by 2028. However, as more organizations begin to implement WFH techniques, this number is sure to rise, as enterprises will have to improve communications if employees are going to be spread out.

Recently, Nectar Services Corp., which delivers actionable digital experience insights for the cloud collaboration and contact center markets, and Jabra, a globally recognized brand in audio, video, and collaboration solutions, announced a development partnership and solution that integrates telemetry from the latest, advanced Jabra headsets into Nectar's Digital Experience Platform (DXP). Together, the companies deliver an unprecedented experience making communication consistently more pleasant.

"Workplace communications have changed dramatically in the last few years," said Joseph Fuccillo, CTO at Nectar. "The ability to work from anywhere is a great benefit, but it has also introduced new challenges in ensuring that user and customer experience remains high. This partnership between Nectar and Jabra helps tackle them by incorporating data from Jabra's most advanced headsets into our platform."

Nectar and Jabra provide the visibility needed to fully understand every user's experience ear-to-ear and troubleshoot performance issues as they arise.

Nectar DXP monitors on-premises and cloud Unified Communication (UC) and Contact Center (CC) platforms (Avaya, Teams, Zoom, Genesys, etc.), providing insight into user experience, including call quality, endpoint health, and network performance. It tests remote worker voice and video performance, including device health, local ISP, and network analysis for the last mile. This new Nectar for Jabra integration extends user experience monitoring all the way down to the last millimeter.

Jabra metrics are presented in Nectar's easy-to-use dashboard, along with details from the call itself, allowing managed service help desk technicians or enterprise IT teams responsible for assuring the quality of service to see exactly what is going on and solve issues fast. Data from all platforms (and Jabra headsets) is then compiled into a user's personal “Jabra score” of call quality and enriched by Nectar's proprietary User Health Index, which summarizes their overall experience.

Nectar and Jabra's innovation improves the visibility of the conversation experience by enabling troubleshooting continually. IT support and contact center supervisors can be instantly alerted to issues like high levels of ambient noise, excessive crosstalk and silence, and network and headset issues, for example, a misplaced microphone that impacts call quality, for those in the office, and those working from home.

"Nectar and Jabra make an excellent team, improving the visibility of the conversation experience by enabling troubleshooting as issues arise," said Vern Fernandez, Senior Manager - Strategic Business and Alliance Development - Contact Center, Jabra. "This powerful integration brings next-level conversation insights to the table, feeding directly into the Nectar monitoring dashboards to simplify and speed up troubleshooting.”

Edited by Erik Linask