Business Process Outsourcer Makes User Experience at Remote Offices a Top Priority with NETSCOUT
Company Size
1,000+
Country
- Worldwide
Product
- nGeniusPULSE Server
- Hardware and Virtual nPoints
- OptiView XGs
- nGeniusONE Service Assurance Platform
- InfiniStream appliances
Tech Stack
- Microsoft Office 365
- Skype for Business
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - WiFi
Applicable Industries
- Professional Service
- Telecommunications
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
- Testing & Certification
About The Customer
This leading provider of Managed Services is a business process outsourcer (BPO) to a wide range of commercial and government customers around the world. The company operates numerous data centers and employs skilled personnel to manage next-generation Unified Communications (UC), network, application, and cybersecurity platforms that help clients successfully run their businesses in today’s complex digital age.
The Challenge
The IT team of this BPO faced a critical challenge with a new client, of assuring that businesscritical communication and collaboration services, such as Microsoft® Office 365 and Skype® for Business, were always available for their users at remote locations. Since these services did not traverse the BPO’s data centers that were already instrumented with nGeniusONE and InfiniStream solutions, IT needed a different type of visibility for UC services at the remote locations. Without it, IT was flying blind. Ideally, what the IT team wanted was “hop by hop” analysis for rapid identification of problem domain to speed troubleshooting.
The Solution
Having already successfully deployed the nGeniusONE Service Assurance platform and multiple InfiniStream appliances, the business process outsourcer turned to NETSCOUT® to ensure its communication and collaboration services would meet customer needs. IT implemented nGeniusPULSE, which provides active testing to monitor the health and availability of critical applications, such as Office 365 and Skype for Business, at the client’s remote locations – running tests every few minutes, even when no one was on the system. This regular testing helps them get ahead of UC quality issues at the remote locations prior to them becoming business crippling. The BPO also planned to offer a standard solution for portable troubleshooting. This new client was an excellent candidate as they have 8 data centers and wanted to implement standard tools in each. They now use NETSCOUT’s portable OptiView XG, for Wi-Fi and wired network infrastructure troubleshooting.
Operational Impact
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