Innovative U.S. Insurer Leverages NextGeneration NETSCOUT Solution to Assure Digital Transformation Success
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
- nGenius 5000 Series packet flow switches
Tech Stack
- Unified Communication (UC) support
- 10 Gigabit monitoring
- 48 x 1Gb/10GbE and 6 x 40GbE ports
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Ethernet
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- System Integration
- Testing & Certification
About The Customer
The customer is a prominent U.S. Insurer that offers innovative policy options to its 500,000+ personal and commercial insurance customers. The insurer has earned recognition for its regional philanthropic activities. The insurer has already earned industry awards acknowledging its successful rollout of next-generation sales and customer service technologies that help better process claims, payments, and policy queries. These collective initiatives have saved the company millions of dollars, while increasing business satisfaction for customers and contracted Sales Agents alike. One such service is the mobile claims photo application that allowed the Insurer to complete and pay the majority of insurance estimates within 3 days of receiving downloaded images substantiating the claim, which is a great benefit for customers and a selling point for the agents.
The Challenge
The insurer was facing several challenges. Firstly, the new data center configuration required end-to-end visibility. Secondly, the recently launched, high-profile digital applications were experiencing occasional slow performance and outage issues, impacting business and public perception of those new apps. Lastly, the contact center voice performance troubleshooting was focused on recreating issues rather than proactive monitoring. The insurer was also experiencing strategic and tactical IT service delivery concerns, with associated service assurance requirements that were frustrating the Network Operations and Telecom teams.
The Solution
The insurer expanded its nGeniusONE deployment to include next-generation InfiniStreamNG packet capture appliances and nGenius 5000 Series packet flow switches at its new Data Center locations. These configurations allow the Insurer to operate earlier-purchased InfiniStream and packet flow switch solutions along-side newly deployed next-generation NETSCOUT packet capture and packet broker solutions. The expanded NETSCOUT solution provides deep-level visibility into network traffic generated in the Insurer’s new Data Center environment and service assurance coverage for mission-critical workflows. The Telecom team is now equipped with an nGeniusONE solution designed to resolve problems quickly and reduce mean-time-to-resolution (MTTR), while identifying underlying root causes of Unified Communications service performance problems in both the network and voice service applications.
Operational Impact
Quantitative Benefit
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