Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance platform
- InfiniStreamNG software appliances
- vSTREAM virtual appliances
- nGenius Packet Flow Switches
- nGenius Visibility as a Service
Tech Stack
- Cisco ACI technology
- Software as a Service
- Unified Communications & Collaboration services
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
- System Integration
- Testing & Certification
About The Customer
The customer is a resort that is part of a major global hospitality and entertainment company based in the U.S. The company generates $10 billion in revenue annually and prides itself on delivering a premier digital experience for its tens of thousands of annual customers. The resort has thousands of rooms on several acres of property. The digital experience starts before guests arrive on site, with a stellar Web portal and online reservation experience. Once on property, performance of guest services, from rooms, conference floors, and over Wi-Fi, across the campus is a key concern for their IT organization. The company operates in a climate that thrives on consumer reviews and social media posts, making it crucial to maintain a high-quality guest experience.
The Challenge
The resort, part of a major global hospitality and entertainment company, was implementing several data center transformations, including migration to Cisco ACI technology, transition to a Software as a Service application for their reservations application, and enhancements in their contact centers and Unified Communications & Collaboration (UC&C) services for guests speaking with service representatives. During the migration to ACI in their data center, the IT staff needed to troubleshoot a couple of Severity 1 incidents. It was challenging, time-consuming, and put the quality of guests experience at risk. The IT organization quickly recognized the need for in-depth visibility to pinpoint the source of these disruptions.
The Solution
The IT staff selected the nGeniusONE Service Assurance platform along with several NETSCOUT Certified InfiniStreamNG (ISNG) Software Appliances and vSTREAM virtual appliances for visibility into their new data center and SaaS services. nGeniusONE is an enterprise-wide solution that relies on NETSCOUT’s patented Adaptive Service Intelligence (ASI) technology found in the ISNG family of appliances. This technology, which leverages packet data for fast, context-based, vendor-independent analysis, feeds the nGeniusONE platform for real-time analysis of issues impacting application performance. The IT staff also incorporated NETSCOUT’s nGenius Visibility as a Service (nGenius VaaS), which operates like an extension of their own IT team. nGenius VaaS is a team of nGeniusONE experts that operates the hospitality’s nGeniusONE solution and performs proactive monitoring, analysis, alerting, and collaborative troubleshooting.
Operational Impact
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