Global Technology Innovator Assures Unified Communications Services Performance with NETSCOUT
Company Size
1,000+
Country
- United States
Product
- nGeniusONE servers
- nGenius Unified Communications co-resident licenses
- nGenius Infinistream appliances
Tech Stack
- Session Initiation Protocol (SIP)
- Session Border Controllers (SBCs)
- Multiprotocol Label Switching (MPLS)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Retail
- Telecommunications
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Predictive Maintenance
- Real-Time Location System (RTLS)
Services
- Software Design & Engineering Services
- System Integration
About The Customer
As one of the world’s leading technology innovators, this company has built its success on designing, building and marketing a wide array of technology products for business and commercial use. They have developed a passionate and highly loyal customer base over the years and have very strong financials. The company uses a diverse go-to-market strategy that includes online sales, distributors and retail stores. The IT teams responsible for supporting the company’s global voice and video infrastructure faced significant challenges due to the high volume of communication outages, dropped calls, and poor call quality within call centers and across its numerous retail stores.
The Challenge
The IT teams responsible for supporting the company’s global voice and video infrastructure faced significant challenges due to the high volume of communication outages, dropped calls, and poor call quality within call centers and across its numerous retail stores. With thousands of inbound calls from customers seeking technical support, new product sales and internal conversations, supporting the company’s existing Session Initiation Protocol (SIP) trunking deployment proved problematic. These unified communication (UC) issues led to a noticeable drop in customer satisfaction scores, which have long been a strategic pillar of the company’s iconic brand. Since converting to a SIP trunked topology, IT has struggled to triage and isolate connection issues and voice quality problems, even after a wholesale upgrade of all of their Session Border Controllers (SBCs). A variety of voice groups were tasked with routing calls through their aggregated SIP trunks, but because each group utilized different troubleshooting tools, there was a severe lack of correlation and communication across groups, which created inadequate and inefficient problem resolution.
The Solution
In order to address its UC issues, the company turned to NETSCOUT® to gain critical traffic insights needed to troubleshoot and triage voice and video problems. A combination of nGeniusONE servers, nGenius Unified Communications co-resident licenses, and nGenius Infinistream appliances were deployed in key data centers to extend visibility into the company’s audio signaling traffic. NETSCOUT’s fixed instrumentation was placed at the network ingress points to the SIP server farms, behind SBCs, and between sites on Multiprotocol Label Switching (MPLS) egress circuits to reveal SIP errors. In addition, VI2000 InfiniStream virtual appliances provide critical troubleshooting insight into SIP handoffs between virtualized servers where the traffic does not make it onto the wire.
Operational Impact
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Improving Production Line Efficiency with Ethernet Micro RTU Controller
Moxa was asked to provide a connectivity solution for one of the world's leading cosmetics companies. This multinational corporation, with retail presence in 130 countries, 23 global braches, and over 66,000 employees, sought to improve the efficiency of their production process by migrating from manual monitoring to an automatic productivity monitoring system. The production line was being monitored by ABB Real-TPI, a factory information system that offers data collection and analysis to improve plant efficiency. Due to software limitations, the customer needed an OPC server and a corresponding I/O solution to collect data from additional sensor devices for the Real-TPI system. The goal is to enable the factory information system to more thoroughly collect data from every corner of the production line. This will improve its ability to measure Overall Equipment Effectiveness (OEE) and translate into increased production efficiencies. System Requirements • Instant status updates while still consuming minimal bandwidth to relieve strain on limited factory networks • Interoperable with ABB Real-TPI • Small form factor appropriate for deployment where space is scarce • Remote software management and configuration to simplify operations
Case Study
How Sirqul’s IoT Platform is Crafting Carrefour’s New In-Store Experiences
Carrefour Taiwan’s goal is to be completely digital by end of 2018. Out-dated manual methods for analysis and assumptions limited Carrefour’s ability to change the customer experience and were void of real-time decision-making capabilities. Rather than relying solely on sales data, assumptions, and disparate systems, Carrefour Taiwan’s CEO led an initiative to find a connected IoT solution that could give the team the ability to make real-time changes and more informed decisions. Prior to implementing, Carrefour struggled to address their conversion rates and did not have the proper insights into the customer decision-making process nor how to make an immediate impact without losing customer confidence.
Case Study
Digital Retail Security Solutions
Sennco wanted to help its retail customers increase sales and profits by developing an innovative alarm system as opposed to conventional connected alarms that are permanently tethered to display products. These traditional security systems were cumbersome and intrusive to the customer shopping experience. Additionally, they provided no useful data or analytics.
Case Study
Vodafone Hosted On AWS
Vodafone found that traffic for the applications peak during the four-month period when the international cricket season is at its height in Australia. During the 2011/2012 cricket season, 700,000 consumers downloaded the Cricket Live Australia application. Vodafone needed to be able to meet customer demand, but didn’t want to invest in additional resources that would be underutilized during cricket’s off-season.
