Service Assurance Improves Online Mortgage Broker’s Revenue Opportunities, Costs and Quality Services
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE® Service Assurance platform
- InfiniStream® appliances
Tech Stack
- Unified Communications (UC)
- SIP trunking service
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Predictive Quality Analytics
Services
- System Integration
- Testing & Certification
About The Customer
The customer is a U.S.-based online mortgage broker. It is one of the largest retail lenders in the country and offers several other real-estate services like title insurance, property valuations, closing services, other FHA-backed mortgage programs, and a network of real estate agents. With tens of thousands of employees and billions of dollars in mortgage volume, interpersonal communications is one of the most important services to the success of this company. As an online business, this mortgage broker depends on its communication systems to generate revenue for the company. The quality of calls and reliability of applications directly impact the user experience, which in turn impacts the bottom line.
The Challenge
The U.S.-based online mortgage broker embarked on a major Unified Communications (UC) project by migrating to a SIP trunking service. This upgrade was expected to save as much as $100,000 per month, while at the same time improving revenue opportunities by enabling outbound dialers to generate 16 times the number of calls with potential mortgage and refinance customers. However, following the implementation of the UC system, quality-of-service (QoS) issues, echo problems, switch issues resulting in dialing problems, and DNS/HTTP errors within the voice mail web app created a poor user experience. This jeopardized the success of the project and potentially harmed the business. IT faced the difficult challenge of proactively pinpointing the source of the problems, in order to rapidly triage and resolve them.
The Solution
To address the company’s pressing UC challenges, IT turned to NETSCOUT’s best-of-breed solutions. The nGeniusONE Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology, along with several InfiniStream appliances, provide visibility into the strategic SIP Trunk initiative. The InfiniStream appliances are supporting 10GbE deployments in data centers where the automated dialers are initiating the calls to potential customers. The InfiniStream platform proactively collects, organizes and analyzes traffic data to provide rich information about the performance of business services and unified communications. Armed with this data, IT is able to quickly determine the root cause of problems and achieve seamless service assurance.
Operational Impact
Quantitative Benefit
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