Insurer Regains Remote Workforce Visibility With NETSCOUT Smart Edge Monitoring
Company Size
1,000+
Region
- America
Country
- United States
Product
- NETSCOUT Smart Edge Monitoring
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
- nGenius PULSE
- nGenius Packet Flow Operating System (PFOS)
Tech Stack
- Microsoft Azure
- Oracle multi-cloud services
- Cisco Application Centric Infrastructure (ACI)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Networks & Connectivity - Software-Defined Networking
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
- Training
About The Customer
This regional healthcare insurer altered their traditional coverage approaches to better support the expanded needs of subscribers during early phases of the COVID-19 pandemic. Their related guidance included fast-tracking telemedicine pilots, encouraging subscriber use of telehealth services, and coordinating home testing for diabetes and cancer screening. For years, the IT team has relied on forensic analytics offered by the nGeniusONE Service Assurance platform, trusting NETSCOUT’s packet-based data approach to manage their postevent incident response activities.
The Challenge
The company’s insurance delivery, subscriber needs, and employee experience were all vastly changed as a result of the COVID-19 pandemic. Insurance business volume had increased to more than 40 million annual transactions. Nearly 5,000 employees had transitioned from on-premises locations to work-from-home (WFH) environments, including a vast population of Call Center Agents. With more WFH employees, the network and application monitoring effort now included an expanded remote/client service edge of the network that had not yet been instrumented with NETSCOUT smart visibility sources. Similarly, the network edge had expanded to include cloud edges associated with recently completed moves to Equinix Co-located (Co-lo) data centers, Microsoft Azure and Oracle multi-cloud services, and a Cisco® Application Centric Infrastructure (ACI) software-defined networking (SDN) architecture. With blind spots across numerous network edges and on-the-move user and technology services, the IT team was further challenged when outages increased and Help Desk tickets took longer to close.
The Solution
The IT team added remote client and cloud edge visibility and regained control of remote employee experience and insurance delivery processes. By incrementally enhancing their existing nGeniusONE and ISNG investments, NETSCOUT Smart Edge Monitoring added smart visibility instrumentation across data center, Equinix Co-lo, multi-cloud, and WFH environments in a manner that enhanced cross-IT operations use — including Infrastructure, Collaboration, Video, UC, Voice, Network Infrastructure, End-User teams. Smart Edge Monitoring uses NETSCOUT’s Adaptive Service Intelligence® (ASI) technology to integrate end-user experience synthetic testing results from nGeniusPULSE nPoint sensors with network packet flow data from the ISNG appliances into smart data consumed by nGeniusONE to provide analysis on alarming, viewing, trending, and contextual workflows, which enabled this cross-IT team to visualize and address emerging performance problems across their WFH user base, including how Call Center Agents and remote employees accessed and interacted with Unified Communications as Service (UCaaS), voice, and video technology investments.
Operational Impact
Quantitative Benefit
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