NETSCOUT > Case Studies > Mitel Leverages the OptiView® XG Network Analysis Tablet to Pinpoint the Root Cause of Network Issues with Certainty

Mitel Leverages the OptiView® XG Network Analysis Tablet to Pinpoint the Root Cause of Network Issues with Certainty

Company Size

1,000+

Region

America

Country

Canada

Product

NetScout OptiView® XG Network Analysis Tablet
LinkRunner AT Network Auto–Testers

Tech Stack

Network Analysis
Network Testing
Network Monitoring

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Networks & Connectivity - Network Management & Analysis Software

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Services

System Integration
Testing & Certification

About The Customer

Mitel® is a business communications provider with solutions that allow its 60 million customers to connect anywhere, anytime, and on any device through cloud communications, collaboration software, contact center solutions, enterprise mobility, unified communications and messaging, and virtualization. The company has been in the business of business communications since 1973 and has evolved over time with software and services to keep pace with changing communication technologies and user preferences. Managing multiple communications platforms across the network can be challenging, and voice networks are some of the most complex. Mitel provides callprocessing software installed at the client site or delivered through a Software–as–a–Service (SaaS) offering. Corporate phone systems, both desk and mobile, are linked over public and company networks to provide the latest features and functionality as if all lines shared a direct connection.

The Challenge

Mitel, a business communications provider, needed a reliable network testing solution that could provide accurate details in a quick and easy-to-understand format. Managing multiple communication applications and platforms requires advanced network monitoring and orchestration to ensure optimal network performance. Mitel deployments rely on a high-performance network when delivering quality communications services. This can quickly become complicated when the customer is the one ultimately responsible for internal network performance. When issues do arise on the network, customers often look to external vendors for resolution. Mitel is often on the front line and can get calls for a variety of networking problems. To help resolve the issue, Mitel pinpoints the issue on the network. This makes identifying the root cause of networking issues vital for Dan Brown, manager of enterprise engineering, and his team.

The Solution

Mitel evaluated a number of options and chose the NetScout OptiView XG Network Analysis Tablet, which delivers granular network testing and reporting, and allows the team to pre-load testing parameters into the portable tablet. The OptiView XG performs end–to–end network performance and stress tests covering bandwidth, latency, jitter, loss, and availability. It automatically detects and analyzes network problems before offering step–by–step resolutions. The OptiView XG supports both 1GbE and 10GbE, along with full 802.11 a/b/g/n wireless LAN analysis. It can be utilized in any environment, whether in a data center, with virtualized servers, or out in the field at a remote site. Mitel deployed its OptiView XG Tablets along with LinkRunner AT Network Auto–Testers from NetScout to conduct in–depth performance testing in almost any environment or network configuration.

Operational Impact

Mitel saw an immediate benefit from using its OptiView XG Tablets.
Mitel helped a hospital diagnose 'finicky' connections as a potentially larger problem by conducting end–to–end Quality of Service (QoS) stress testing with an OptiView XG on each end of the network.
In a second testing application, a major clean energy company reported occasional dropped calls with ongoing voice quality issues, jitter, and echoes. Customers were registering complaints about poor customer service attributed to call quality. The OptiView XG found that the service provider circuit delivered less bandwidth than specified by the service level agreement and that voice was not prioritized.
As its service lines grow, Mitel expects the OptiView XG and LinkRunner AT solutions to provide a whole new level of service for its customers.

Quantitative Benefit

End–to–end testing takes less than 15 minutes, cutting labor costs while still pinpointing definite root causes.
The test results revealed that the hospital only received 50 percent of its bandwidth agreement from the service provider. This took only minutes to diagnose, and in the past could have taken days or a week.
Mitel was able to optimize the hospital's communications as a result.