NETSCOUT > Case Studies > Communication Company Establishes VoIP Benchmarks From Remote Sites

Communication Company Establishes VoIP Benchmarks From Remote Sites

Company Size

1,000+

Country

United States
Worldwide

Product

NETSCOUT nGeniusPULSE
nPoints

Tech Stack

VoIP
Cloud-based Unified Communications

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

Telecommunications

Applicable Functions

Business Operation

Use Cases

Remote Collaboration
Remote Control

Services

System Integration

About The Customer

The customer is a 90-year-old, global communications company that supplies government and enterprise customers with infrastructure, devices, software, and services. Their broad range of solutions are used by teams who need to stay connected, often in mission-critical situations. With over $6 billion in annual revenue, and over 15,000 employees, the company has a myriad of manufacturing, sales, and administrative locations around the world. Cross-company employee collaboration in support of their customers and business activities relies heavily on communications for this enterprise.

The Challenge

The company was facing issues with its VoIP system, with users at different locations experiencing varying levels of performance. Key executives and critical remote sites were reporting quality issues. The IT team was unable to establish what was considered 'normal' performance from any specific location, and VoIP issues were often blamed on the network, even when there were server or application issues. The tool IT initially tried to use to monitor the VoIP system required many hours and resources to write custom scripts for each location, which was not scalable for their multiple global locations.

The Solution

The company selected NETSCOUT®’s nGeniusPULSE with “out-of-the-box” capabilities to monitor their global VoIP service. They initially deployed hardware nPoints at a few key locations. The nPoint functions as a phone in their VoIP system, making hourly calls, 24 hours a day, to a specific call center 800 number. Call availability and performance metrics (including loss, latency and jitter) for each call are tracked and presented in easy-to-understand dashboards. When a location does experience an issue with the VoIP service, IT can easily drill down in tests results to isolate the root cause. With nGeniusPULSE, the company was able to deploy globally very quickly. After the initial immediate success, nPoints were sent to over 100 locations - mostly small sales offices, call centers and regional hubs of engineers, sales and support personnel.

Operational Impact

Improved end-user experience by identifying if a site has a VoIP issue before users are affected
Improved collaboration between Network and Telcom teams and 3rd. party vendors, reducing Mean-Time-to-Resolution (MTTR)
Quick time-to-value with easy deployment of nPoints at remote sites and immediate test results

Quantitative Benefit