Assuring Voice Performance Amid UC Technology and Service Delivery Transformations
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- NETSCOUT® Certified InfiniStreamNG® software appliances
- NETSCOUT Packet Flow Operating System™ software for Certified PFS 5010
Tech Stack
- Unified Communications & Collaboration (UC&C)
- Genesys
- Cisco
- Nortel
- Avaya
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Finance & Insurance
Use Cases
- Remote Asset Management
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
This international financial company offers retail banking solutions to millions of customers, including personal, small business, and commercial banking products. For years, the IT team has used NETSCOUT solutions to assist those efforts. Clients of this bank have for years enjoyed access to voice-based customer services, with the Call Center operations balanced across two of the company’s regional contact center locations. The Call Centers rely on a multi-vendor environment that includes the following Unified Communications & Collaboration (UC&C) providers: Genesys, Cisco, Nortel, and Avaya.
The Challenge
The bank's clients have for years enjoyed access to voice-based customer services, with the Call Center operations balanced across two of the company’s regional contact center locations. The Call Centers rely on a multi-vendor environment that includes the following Unified Communications & Collaboration (UC&C) providers: Genesys, Cisco, Nortel, and Avaya. While the IT team was supporting this contact center investment, the bank was managing their business response to COVID-19’s arrival. In safeguarding both clients and employees, the company closed some regional branches, which prompted increased use of remote banking services, including the Call Center. During this time, the Call Center’s staffing approach had also changed, with some of those Customer Service Representatives (CSRs) working at home and others newly relocated into shared office space with other employees. Not only was IT now managing increased use of Call Center resources in this partially remote service delivery environment, they now needed to differentiate whether a service issue related to UC&C technology performance, configuration changes, or a combination of those factors.
The Solution
The IT team gained the insight needed for Call Center service reliability and improved remote agent experience by updating their NETSCOUT environment to include the nGeniusONE Service Assurance platform, with advanced UC&C performance analytics required for real-time monitoring of their entire Call Center, remote CSR, and UC&C technology environment. Software-based InfiniStreamNG (ISNG) appliances were installed at two regional data centers, with these added smart data sources using patented Adaptive Service Intelligence™ (ASI) technology to generate real-time metadata from the company’s network traffic for nGeniusONE performance analytics. NETSCOUT Packet Flow Operating System™ software for Certified PFS 5010 appliances was also installed, with this packet broker solution installed at the two regional data centers to improve traffic load balancing and overall network performance by forwarding packet traffic to the ISNG appliances as well as other tools in the environment.
Operational Impact
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