Assuring End-to-End Visibility and Real-Time Analysis of Teams, Webex, and Zoom
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- InfiniStreamNG® smart visibility sources
Tech Stack
- Microsoft Teams Unified Communications as a Service (UCaaS)
- Cisco Webex
- Zoom
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
The customer is a leading financial services company that has been trusted by institutional and individual investors for more than 100 years. During the global hybrid workforce transition, the company has continued to enhance its financial reach through both strategic acquisitions and organic growth. The company’s information technology (IT) leadership has adopted Agile Project Management practices for their infrastructure and operations. In supporting activities related to those ongoing efforts, IT Network, Voice, and Security teams have partnered with NETSCOUT® to provide end-to-end visibility and real-time monitoring of their network and applications to support high-level user experience for employees and customers alike.
The Challenge
The company was undergoing a strategic Unified Communications & Collaboration (UC&C) technology transition when the COVID-19 pandemic hit. The Voice Team was tasked with overseeing a business-critical transition from Cisco Call Manager directly to a Microsoft Teams Unified Communications as a Service (UCaaS) solution. The importance of this rollout was heightened by employees’ readiness to leverage the expanded MS Teams video conferencing, chat, voice, and other collaboration tools to replace the face-to-face meetings they used to have with clients and colleagues. As the company’s open-ended hybrid workforce transition continued, the Voice Team had also encouraged multi-vendor UCaaS technology use on employee-preferred platforms, including Cisco Webex and Zoom, in addition to Teams. This added further complexity to the Voice Team’s UC&C visualization and real-time monitoring efforts.
The Solution
The Voice Team collaborated with their IT Operations colleagues to take advantage of the already-deployed NETSCOUT service assurance solution to address their collective UC&C technology requirements. With NETSCOUT InfiniStreamNG (ISNG) smart visibility data sources instrumented across company-owned and Equinix Colocated (Co-lo) data centers, the collective IT organization accessed real-time nGeniusONE UC analytics into service quality and user experience across all platforms. NETSCOUT smart data generated from the company’s network packet traffic by patented Adaptive Service Intelligence® (ASI) was used to source nGeniusONE UC analytics into Teams, Webex, and Zoom performance. In collaboration with NETSCOUT, the collective IT Operations team visualized the network path of MS Teams UCaaS communications, through Microsoft Azure Cloud to employees and customers – regardless of path (including company data center, Equinix Co-lo, MS Express Route, or via the Internet for home offices) or user location (e.g., HQ, branch office, WFH).
Operational Impact
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