Extending Financial Services Remote Visibility and Application Performance Monitoring With NETSCOUT
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- COTS InfiniStreamNG® appliances
- vSTREAM® virtual appliances
- nGenius®PULSE
- 3000 series Hardware nPoint sensors
Tech Stack
- Cisco’s industry-leading technology
- nGenius Packet Flow Operating System technology
- nGenius for Flows
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Real-Time Location System (RTLS)
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
The customer is a financial company with an expansive operations footprint that enables the business to provide personalized, regional service delivery to millions of customers. The company's executive leadership and IT Operations team had long-committed to Cisco’s industry-leading technology for supporting reliable network performance across the company’s infrastructure. The company's regional business hubs had become essential to their financial operations, with numerous other remote offices also part of the company’s footprint. Risk management is one of this company’s hallmarks when it comes to business decision-making.
The Challenge
The financial company was undergoing several business technology transitions, including migrating regional Voice Over IP (VoIP) Contact Center technology operations to a Co-located (Co-lo) data center and outsourcing regional primary data center operations to a managed security service provider (MSSP). These changes prompted a reexamination of IT’s long-time commitment to Cisco NetFlow data as the basis for post-incident investigation activities. Advanced Unified Communications (UC) analytics in the Contact Center Co-lo were seen as a needed enhancement, given the increased importance of voice communication exchanges for high-quality customer service experience during the COVID-19 era. The company needed additional visibility across IT operations, as well as the suitability of a NetFlow-only approach to day-to-day incident response.
The Solution
The company worked with their trusted MSSP and NETSCOUT Visibility as a Service (VaaS) subject matter experts to design and implement a next-generation visibility and proactive monitoring solution. The solution delivered real-time application analytics leveraging smart data generated from network packets, synthetic testing, and NetFlow. It improved UC performance analytics used to assure Contact Center operations and transitioned from a reactive, incident-based investigation to proactive, real-time end-to-end monitoring solution that assured business technology performance for employees and customers alike. The solution featured the nGeniusONE Service Assurance platform, NETSCOUT Certified InfiniStreamNG (ISNG) Software smart visibility appliances, nGeniusPULSE nPoint hardware and sensors, vSTREAM virtual appliances, and nGeniusPULSE Collectors.
Operational Impact
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