NETSCOUT > Case Studies > Service Provider Protects Customer Care & Revenue with NETSCOUT

Service Provider Protects Customer Care & Revenue with NETSCOUT

Company Size

1,000+

Country

United States

Product

nGeniusONE Dedicated Global Manager
nGeniusONE Primary & Standby Servers
InfiniStreamNG COTS
nGenius PULSE with nPoint 3000 sensors
nGenius Packet Flow Switches
Omnis Cyber Investigator
NETSCOUT Premium Support Engineer

Tech Stack

Deep Packet Inspection (DPI)
Smart Data
Synthetic Health Tests
Cyber Investigation and Network Detection

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Brand Awareness
Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics
Cybersecurity & Privacy - Network Security
Networks & Connectivity - Network Management & Analysis Software

Applicable Industries

Telecommunications

Applicable Functions

Discrete Manufacturing
Sales & Marketing

Use Cases

Condition Monitoring
Cybersecurity
Predictive Maintenance

Services

System Integration
Testing & Certification

About The Customer

Service delivery is the priority for this multi-billion-dollar communications company with millions of consumer and business subscribers across a globally distributed environment. Thousands of skilled employees perform field installations and support, maintain and introduce new services, sell and service equipment and service plans, and handle bill processing for their customers. Despite modifications in their workforce model following COVID, many of the employees often work in company facilities, such as headquarters, regional offices, data centers, retail stores, and contact centers. Alternatively, others operate from Int’l locations, out or their homes, or from the road. The company’s internal IT environment is an essential part of enabling customers to contact service reps thru web sites, customer portals, and contact centers. The network is also essential for employees to do their job from anywhere.

The Challenge

The company, a multi-billion-dollar communications company with millions of consumer and business subscribers across a globally distributed environment, needed a visibility solution to monitor and secure data centers, contact centers, retail stores, and network edge environments. They were challenged to scale visibility in their high-speed data centers while undergoing tool consolidation. Some of the most compelling issues driving visibility with NETSCOUT solutions included: Availability and performance of customer-facing web sites and portals, quality and performance consistency for service representatives on customer calls in contact centers, avoiding and quickly troubleshooting quality issues, VPN performance, security, and access availability for remote employees to corporate services, quality employee user experience in remote offices with all applications hosted in corporate data centers or SaaS / UCaaS provider environments, and availability and performance of customer records and product inventory applications for sales agents in retail stores using local wi-fi.

The Solution

The IT organization for this communications company selected NETSCOUT, in part, for our ability to deliver deep packet inspection (DPI) at scale which, is essential to support their global high-speed data centers with segments ranging from 10 GB to 100 GB. Scalability is critical for this organization as they strive to meet performance, availability, market, and competitive demands. Additionally, NETSCOUT provides a Visibility Without Borders® platform, critical to achieving IT’s goal for tool consolidation. The ISNG appliances deliver real-time packet monitoring for Smart Data used to provide network and application performance management as well as cybersecurity network detection and response capabilities. IT has deployed the NETSCOUT solutions as follows: Having been proven to have functionality and pricing benefits over an alternative product, the nGenius 5000 series Packet Flow Switches are implemented in the data centers and edge locations for packet acquisition, aggregation, and distribution to downstream monitoring tools including ISNG appliances.

Operational Impact

Improved MTTK and MTTR when troubleshooting network & application issues impacting corporate locations and retail stores.
Single platform for performance, availability, and security reduces tool clutter and complexity while improving cross-functional collaboration.
The use of the nPoints with synthetic test technology in the retail stores is helping optimize sales agents time with quality network and application performance from the selling floor to their data centers.
The nGenius solution’s support of high-speed network segments is ensuring performance for employees in any office to achieve higher productivity.
Lower mean time to repair (MTTR) of issues impacting high conversation areas in their network core is now possible with the scalable contextual troubleshooting made possible with ISNG packet monitoring and nGeniusONE smart analytics.