nGeniusONE: Pinpoints Source of Voice Quality Issues in Call Center, Ensuring Better Customer Experience
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE™ Service Assurance platform
- Adaptive Service Intelligence™ (ASI) technology
- Infinistream® appliances
- nGenius® UC Servers
Tech Stack
- Session Initiation Protocol (SIP) trunking
- Interactive voice response (IVR) system
- Unified Communication (UC)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Services
- System Integration
About The Customer
The customer is a large U.S. commercial bank that has been serving customers for more than a century. As one of the top five banks in the nation, they offer a full line of services, including 24-hour banking at branches or via customer-facing call centers available to nearly 20 million customers. They operate through more than 3,000 offices in 25 states.
The Challenge
The bank was engaged in a high-profile, multi-faceted, and costly unified communication (UC) upgrade project across their call centers and data centers, moving to Session Initiation Protocol (SIP) trunking from a traditional time-division multiplexing (TDM) model. This initiative was projected to save the company $1 million per month. However, this multi-vendor voice environment required 24-hour uptime, which was being compromised by quality of service (QoS) issues. Queues began filling up as calls flooded into the call centers, resulting in long delays, which in turn negatively impacted the customer service experience. IT was faced with the significant challenge of finding the source of the problem among different session border controller (SBC), media Intranet and voice over Internet protocol (VoIP) technology vendors. Lacking vendor-independent visibility into this complex environment resulted in massive finger pointing and long delays in resolving issues.
The Solution
NETSCOUT® was selected to address the bank’s UC call center QoS issues. To isolate and quickly pinpoint the root cause of these call quality problems, the nGeniusONE™ Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology, Infinistream® appliances and nGenius® UC Servers were deployed. nGeniusONE immediately identified that call traffic had the proper QoS tag (46) when entering the SBC, but was incorrect (0) as it exited the outsourced interactive voice response (IVR) system. This meant that calls were being given best effort delivery, which explained why they were queuing up. nGeniousONE’s traffic intelligence enabled IT to gain critical insights and pinpoint exactly where within the environment the misconfiguration was located.
Operational Impact
Quantitative Benefit
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