NETSCOUT > Case Studies > Global Contact Center Service Provider Assures High-Quality Experience with Visibility

Global Contact Center Service Provider Assures High-Quality Experience with Visibility

Company Size

1,000+

Country

Worldwide

Product

nGeniusONE Service Assurance platform
InfiniStreamNG appliances
nGenius packet flow switch appliances
nGeniusPULSE server with nPoints

Tech Stack

Unified Communications & Collaboration (UC&C)
Network Performance Management
Application Performance Management

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration
Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Telecommunications

Use Cases

Predictive Maintenance
Real-Time Location System (RTLS)
Remote Asset Management

Services

System Integration
Testing & Certification

About The Customer

The customer is a global Contact Center Services Provider (CCSP) that delivers Call Center services to hundreds of worldwide clients, using numerous data center facilities around the world. The company’s client base includes global organizations focused on government, healthcare, financial services, communications, and travel & leisure businesses. In addition to Call Management and Contact Center Services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. The company’s total business supports more than $3.5 million in daily financial transactions across six continents, with more than 45,000 Customer Service Agents working to help the CCSP earn an 85% rating for customer satisfaction.

The Challenge

The global Contact Center Services Provider (CCSP) was expanding its business and increasing the number of company-owned Data Center and Call Center locations in their network. They also started using regional third-party co-location facilities to quickly establish Contact Center platforms for new clients. As part of their ongoing business expansion, the company’s Infrastructure Solutions Architecture (ISA) team wanted to standardize on a bill of materials (BOM) for new Contact Center clients. They wanted to extend this BOM concept to standardize on the visibility and monitoring platform they were using for these new Contact Center clients. The team had earlier realized quick advancements in improving voice infrastructure performance for previous Call Center clients by using a production-level NETSCOUT nGeniusONE Service Assurance platform for Unified Communications & Collaboration (UC&C), network, and application performance management.

The Solution

The ISA team secured the company’s endorsement of the nGeniusONE platform as part of the “build” for future Call Center deployments for new clients by pointing to the results they had been receiving with NETSCOUT. The solution included the nGeniusONE Service Assurance platform with UC&C smart analytics, InfiniStreamNG appliances with smart data technology, nGenius packet flow switch appliances, and nGeniusPULSE server with nPoints. The company is delivering higher-quality Contact Services to customers, with the nGeniusONE platform and NETSCOUT smart data supporting the use of real-time Client Service Card views providing at-a-glance views of health for all CCSP services being delivered to that customer.

Operational Impact

Reducing IT points of contact (POCs) and hours spent resolving IT tickets: With nGeniusONE, ISA’s research demonstrated Severity 1 and 2 level tickets were being closed in 10 hours rather than 72 hours and involving just 10 POCs.
IT Tool Reduction: By standardizing on NETSCOUT for their initial customer Call Center deployments, the ISA team was able to demonstrate infrastructure expense reductions of hundreds of thousands of dollars.
Reduced downtime instances: Based on their research, ISA indicated the NETSCOUT solution had saved the company more than $1 million in application performance degradation and downtime in the first years of nGeniusONE operation.

Quantitative Benefit

Severity 1 and 2 level tickets were being closed in 10 hours rather than 72 hours and involving just 10 POCs.
Infrastructure expense reductions of hundreds of thousands of dollars.
Saved the company more than $1 million in application performance degradation and downtime in the first years of nGeniusONE operation.