Assuring End-User Experience Across Multi-Vendor UCaaS Services
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- InfiniStreamNG® (ISNG) smart visibility appliances
- nGenius®PULSE with nPoints
- NETSCOUT® Premium Support Services
Tech Stack
- Microsoft Teams
- Cisco Webex
- Cisco TelePresence
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Oil & Gas
- Renewable Energy
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
- Testing & Certification
About The Customer
The company is a leading transporter of natural gas and oil, and is also making significant progress in developing renewable energy generation resources. The company had earlier adopted voice, video, and Cisco TelePresence technology, which served them well when they announced a work-from-home (WFH) policy to safeguard personnel during the COVID-19 pandemic. Many employees began a near-overnight transition to their home offices. The company's IT Operations team had looked to NETSCOUT as a trusted business partner to deliver service assurance and visibility solutions across the business, with past projects assisting their efforts to migrate applications to Software-as-a-Service (SaaS) platforms.
The Challenge
The company was facing challenges in integrating Microsoft Teams and Cisco Webex services to enhance employee productivity and performance quality. They were experiencing issues such as poor quality of voice and video transmissions in incoming streams, two-second latency on external calls, and 'choppy frames' during video exchanges in the integrated Microsoft/Cisco environment. The company was unable to monitor and analyze the traffic coming into the Cisco Webex and Microsoft Teams services from the internet due to visibility gaps into each vendor’s cloud environments. This led to finger-pointing across the IT Operations divide regarding the root cause of these issues.
The Solution
The company turned to the nGeniusONE platform, whose real-time performance analytics snapshots were based on NETSCOUT smart data derived from real-time network packet traffic, as well as user experience metrics generated from nGeniusPULSE nPoint tests at remote locations. The nGeniusONE and already-deployed InfiniStreamNG (ISNG) smart visibility appliances and nPoints were used to determine that the company’s network was not the root cause of these issues. The nGeniusPULSE nPoint synthetic test results from the WFH client edge perspective along with nGeniusONE and ISNGs at the data center for Cisco TelePresence service edge visibility, helped the IT organization achieve quick mean-time-to-knowledge (MTTK), detailed evidence to share with their Cisco collaborators, and was able to proceed with a successful integration in their multi-vendor environment.
Operational Impact
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