Leading Insurance Business Assures Quality User Experience With nGeniusONE
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance platform
- NETSCOUT Certified InfiniStreamNG software appliance
- Packet Flow Operating System (PFOS) Software for Certified PFS 5010
- nGenius Visibility as a Service
Tech Stack
- Unified Communications (UC)
- Virtual Private Network (VPN)
- Microsoft Office 365
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
- Training
About The Customer
The customer is a national insurance company that operates as an intrinsic business segment of one of the world's largest insurers. The company is committed to local agencies and has responded to the COVID-19 pandemic by emphasizing remote insurance service options, including web portal, digital application, and contact center options. They also offered financial relief to their customers during this time, including a reverse payment program and reduced coverage costs to both residents and local businesses.
The Challenge
The insurance company was facing long-standing Unified Communications (UC) performance challenges, such as dropped calls, which frustrated both agents and IT employees. Their existing tools could not visualize the UC traffic traversing the infrastructure, and troubleshooting processes were resource-intensive and lengthy. The company needed a solution that could easily integrate into their existing business processes and technology environment without requiring significant architectural changes, extensive user training, or a major learning curve for generating UC monitor views, relevant reports, or troubleshooting workflows.
The Solution
The company deployed the NETSCOUT nGeniusONE Service Assurance performance analytics that met and surpassed their selection criteria. With nGeniusONE leveraging NETSCOUT Smart Data generated by software-based InfiniStreamNG and nGenius Packet Flow Switch (PFS) appliances, the IT team now has visibility into hybrid cloud and network environments. This includes their UC business application performance, insurance applications, and Microsoft Office 365 deployment. The solution also provided real-time UC monitoring, visibility and vendor-agnostic analysis of their insurance applications performance, business platform operations, VPN performance, and hybrid cloud deployment operations. The nGenius Visibility as a Service (nVaaS) program helped the IT team realize rapid deployment and quick Return on Investment (ROI).
Operational Impact
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