Leading Contact Center Improves Voice Service Reliability with Transformative Visibility
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGenius® 5010 packet flow switch appliances
- passive network taps
Tech Stack
- Cloud-based Contact Center services
- Voice over IP (VoIP)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Telecommunications
Applicable Functions
- Business Operation
Services
- System Integration
About The Customer
The customer is a leading U.S. technology company that specializes in providing cloud-based Contact Center delivery services, as well as the technology that helps third-party Call Centers deliver high-quality voice performance to customers. The company operates numerous data centers across the country to maintain its services for a growing customer base. Their presence is so pervasive, any U.S. resident accessing Contact Center services for healthcare, travel, or financial transactions has likely encountered the company’s cloud-based service platform, if not the Contact Center technology itself. All told, their cloud-based Contact Services and voice technology help support hundreds of millions of customer contacts annually.
The Challenge
The company's business success is linked to the high-quality Contact Center and innovative technology solutions delivered to customers. They operate numerous data centers across the country to maintain cloud-based Contact Center services for a growing customer base. Their IT team takes no shortcuts in meeting customer service level agreements (SLAs), including assuring high quality by recording each and every Voice over IP (VoIP) line for their cloud-based customers. Their commitment to quality has further driven the company to establish redundant contact centers. As a result, IT is managing multiple data center locations running redundant aggregation switches and network taps to assure that network and voice traffic is visible and accessible for performance monitoring and troubleshooting. However, issues had emerged with the legacy deployment that was causing packet drops between the network and the monitoring tools – which was unacceptable. For alerting and troubleshooting effectiveness, every packet needed to be received by the monitoring devices.
The Solution
The company deployed redundant NETSCOUT® nGenius 5010 packet flow switch appliances at each of three data center locations, along with passive network taps. This NETSCOUT-designed solution enables company IT groups to aggregate, replicate, and manage the flows of traffic throughout the network to ensure voice service quality and access to packet-based forensic analysis. The Network team was well-versed in both the capabilities and limitations offered by today’s packet flow switch and network tap solutions. They knew rolling out a passive filtering approach capable of delivering duplicate copies of network packets would be no small feat. By involving NETSCOUT in rigorously testing the nGenius packet flow switch and network tap solution in their data center lab environment, the Network team virtually guaranteed success. As a result, the nGenius packet flow switch and passive tap solution is now achieving the goals set forth by the team.
Operational Impact
Quantitative Benefit
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