Calling Government Contact Center No Longer a Taxing Experience for Residents
Company Size
1,000+
Product
- nGeniusONE Service Assurance platform
- vSTREAM virtual appliances
Tech Stack
- Cisco UC&C
- Cisco Voice over IP (VoIP)
- Cisco telepresence
- Cisco Jabber
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Finance & Insurance
Services
- Cloud Planning, Design & Implementation Services
About The Customer
The customer in this case study is a National Tax Agency that is capitalizing on the promise of digital transformation by using next-generation platforms to securely process billions of annual transactions for the country’s residents. The agency had outsourced operations of numerous vendor technology platforms to a trusted managed service provider (MSP), including voice and Unified Communications & Collaboration (UC&C) solutions operating at 10 government locations and numerous Contact Centers supporting the public. The agency's Contact Center agents rely on the performance of a Cisco UC&C environment that includes Cisco Voice over IP (VoIP) for audio, Cisco telepresence for video conferencing between employees located in various Tax Agency services, and Cisco Jabber for collaboration services.
The Challenge
The National Tax Agency was facing challenges in delivering government financial processing services on a national scale. The agency had outsourced operations of numerous vendor technology platforms to a trusted managed service provider (MSP), including voice and Unified Communications & Collaboration (UC&C) solutions operating at 10 government locations and numerous Contact Centers supporting the public. The MSP team used several vendor solutions to help monitor Contact Center service performance, and when they reviewed the application performance monitoring (APM) tool they had been using to assure UC technology, they saw problematic shortcomings. These included limited UC performance metrics for Cisco voice, video, and collaboration services, a lack of visibility into the network as an important element of overall UC performance, an inability to visualize and monitor agency traffic in cloud environments, and lack of visibility into east-west network traffic within the agency’s internal environment.
The Solution
The MSP improved the quality of services delivered to the country’s tax payers by deploying a NETSCOUT® nGeniusONE Service Assurance platform that provides converged, real-time monitoring of the agency’s Cisco U&C, network, application, and cloud services environments. nGeniusONE smarter analytics provide IT experts with single-pane-of-glass visibility into Contact Center technology performance, leveraging NETSCOUT smart data generated by vSTREAM virtual appliances installed on virtualized platforms in nine different agency locations. Beyond public-facing Contact Center voice services, the MSP is improving productivity of internal video conferencing and collaboration sessions, with nGeniusONE offering a robust Cisco UC&C performance management solution that factors the agency’s multi-tier, multi-location environment.
Operational Impact
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