Company Improves Customer Quality of Experience With Contact Center Agents With Network Edge Monitoring from NETSCOUT
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- InfiniStreamNG® certified 9800 series software appliances
- nGenius® Packet Flow Operating System (PFOS) for Certified 5010 Series Packet Brokers
- NETSCOUT® Premium Services Engineer
Tech Stack
- Cisco unified communications and collaboration (UCC)
- unified communications as a service technology (UCaaS)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Ethernet
Applicable Industries
- Finance & Insurance
Services
- System Integration
- Training
About The Customer
This business processing company has delivered personal financing, payment processing, account servicing, career management services, and consulting for a half a century. In addition to their online financing, services, and support, the company’s contact center and service representatives are often how their customers and prospects interact with the business. As the service agents are effectively the face of the company, the IT organization prioritizes quality collaboration services in the contact center to ensure a positive experience for their customers.
The Challenge
The company was looking to deliver a superior quality of experience for customers interacting with the representatives in the contact center. This would require enhanced visibility in their data centers and contact centers to ensure network, voice, application, and end-user experience performance assurance, as well as to reduce the time to troubleshoot issues when they did occur. With customer service agents due to return to their offices following home-based work during the pandemic, the IT staff was motivated to implement their new visibility.
The Solution
The company uses Cisco unified communications and collaboration (UCC) equipment in their contact center and select unified communications as a service technology (UCaaS), as well. They are using their existing nGeniusONE Service Assurance solution for persistent, real-time analysis of voice, video, and business data applications, simultaneously, for triage, alarming, troubleshooting, trending, and analysis of network and application performance to assure quality for their customer-impacting services.
Operational Impact
Quantitative Benefit
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