NETSCOUT > Case Studies > NETSCOUT Visibility Assures End‑User Experience With CCaaS

NETSCOUT Visibility Assures End‑User Experience With CCaaS

Company Size

1,000+

Region

America

Country

United States

Product

nGeniusONE Service Assurance platform
NETSCOUT Certified InfiniStreamNG software appliances
NETSCOUT Certified Packet Flow Operating System software
PFS Fabric Manager
NETSCOUT Remote Site Engineer

Tech Stack

Cloud-based Contact Center as a Service (CCaaS)
Real-time performance analytics
Smart Visibility

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications

Use Cases

Real-Time Location System (RTLS)
Remote Collaboration

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

The customer in this case study is a business process outsourcer (BPO) that delivers managed service solutions to help their commercial and government customers accelerate their digital transformations, including data center migrations and cloud service transitions. The BPO is a long-time NETSCOUT customer, relying on the nGeniusONE Service Assurance platform and Smart Visibility approach for real-time monitoring across their diverse service portfolio. The BPO had a strategic partnership with a leading Unified Communications (UC) technology provider to bundle their voice and video technology solutions as part of Contact Center services builds hosted by the BPO on behalf of their customers. The BPO and the UC company wanted to enter the growing cloud-based Contact Center as a Service (CCaaS) solution marketplace and sought a solution that could provide real-time monitoring and smart visibility for the CCaaS platforms.

The Challenge

The business process outsourcer (BPO) and a leading Unified Communications (UC) technology provider had a strategic partnership to bundle their voice and video technology solutions as part of Contact Center services builds hosted by the BPO on behalf of their customers. However, the growing cloud-based Contact Center as a Service (CCaaS) solution marketplace presented a new challenge. Many commercial and government organizations are moving to such CCaaS solutions, as these outsourced Call Center services offer quicker deployment, greater flexibility, and reduced IT operations. The UC company wanted to enter the CCaaS market and expand its business reach. They sought partners capable of reliably hosting CCaaS platforms configured to support large-scale enterprise and government customers with millions of potential annual call center client exchanges, as many as 40,000 concurrent user sessions for each service pod established for individual end customers, a vendor-agnostic approach for real-time monitoring of diverse business applications, and smart visibility solutions that would provide end-to-end views from the BPO contact centers hosting the UC technology to the customers and citizens accessing the CCaaS.

The Solution

The companies mutually agreed on a real-time monitoring solution based on a NETSCOUT Service Assurance solution configuration that was already part of the standard Call Center build in the BPO’s managed service operation. For all future CCaaS customers signed by the UC company and BPO, this NETSCOUT implementation will include: nGeniusONE Service Assurance platform, offering real-time performance analytics for UC&C, application, network services, and next-generation cloud and virtual platforms; NETSCOUT Certified InfiniStreamNG (ISNG) software appliances, providing smart visibility into newly deployed CCaaS technology operating in the BPO environment and providing smart data for nGeniusONE UC&C analytics; Packet Flow Operating System (PFOS) Software for Certified Packet Flow Switch 5010, which supports high performance in the BPO’s hosting environment by monitoring both logical and physical connections. This NETSCOUT packet broker solution also complements the overall CCaaS design by load balancing traffic flow in the BPO’s data center, as well as dynamically managing packet forwarding at scale. In this manner, the BPO team can pre-stage packet broker changes in advance of their maintenance windows without disrupting the current configuration, taking advantage of NETSCOUT’s Fabric Manager technology to do so.

Operational Impact

Rapid deployment of production-ready CCaaS platforms, quick entry into the market
High-quality Call Center experience for government users and enterprise customers
Quality user experience for callers engaged in voice or video teleconferencing, with customers and constituents alike realizing high-quality communications with CCaaS agents
Rapid CCaaS service establishment and reduced time to market, with the UC technology provider able to move quickly and confidently into a robust cloud-based Contact Center marketplace
Expanded service delivery channels and revenue opportunity for the BPO, leveraging a UC vendor technology platform already field-proven in their own outsourced voice and video service offerings

Quantitative Benefit

Support for large-scale enterprise and government customers with millions of potential annual call center client exchanges
Support for as many as 40,000 concurrent user sessions for each service pod established for individual end customers