NETSCOUT > Case Studies > UC&C SaaS Company Puts Customer Quality First With Visibility to Cloud Solutions

UC&C SaaS Company Puts Customer Quality First With Visibility to Cloud Solutions

Customer Company Size

Large Corporate

Region

America

Country

United States

Product

nGeniusONE® Service Assurance platform
InfiniStreamNG™ software appliances

Tech Stack

Cloud-based solutions
Unified Communication (UC) monitoring

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications
Software

Applicable Functions

Business Operation
Quality Assurance

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

The customer is a 25-year-old, multi-billion-dollar, technology company that provides platforms that help their customers deliver great customer experiences. Their on-premise and Cloud solutions enable omni-channel / contact center-based engagements for 11,000 customers in over 100 countries. Since technology is the foundation of the products, solution performance is key to their success. Their IT goals focus on continual improvement to reach high quality and availability of 6-9s! The IT teams strive for excellence, including application and network performance to ensure their customers have a flawless experience using the services. After all, in a software as a service (SaaS) business, good experience means happy customers and continued revenue streams!

The Challenge

The company had recently acquired a company with a cloud-based solution. However, the monitoring tool the acquired company was using for the cloud-based solution had gaps in capability and was very expensive to maintain and upgrade. The company needed the same visibility and analysis as they were successfully using for the on-premise solution. They needed the level of Unified Communication (UC) monitoring necessary to ensure the high-quality customer experiences the company traditionally delivered. Further, when a performance issue was reported, it was difficult, and sometimes impossible, to isolate the root cause. The company is undergoing a digital transformation and moving to software to take advantage of the speed and agility provided. The acquisition of the cloud-based solution is just the start of their cloud journey. Plans are in development to move other solutions to the cloud, making migration to the cloud a key investment priority. The IT team understands this will bring new layers of complexity and the risk of failure will multiply.

The Solution

The IT executives and teams using NETSCOUT were interested in using a single monitoring solution for voice, data and cloud with both their on-premise and new cloud-based offerings. They leveraged InfiniStreamNG software appliances monitoring the traffic to prove that the root cause of the issue was not their system, but actually due to configuration issues at the end-user location. They used InfiniStreamNG software appliances to monitor performance of the cloud-based solution on “black-Friday” to detect, manage, and troubleshoot issues on the extremely high-traffic volume day. The set up and performance of nGeniusONE was very successful, handling the high volume and identified issues and their cause, so resolutions could be implemented immediately.

Operational Impact

Gained visibility – the company, their customer and the carrier all used NETSCOUT® nGeniusONE to get full visibility to network traffic to quickly & collaboratively identify root cause of issues.
Created foundation for migrating to the cloud with the same visibility they rely on with their on-premise solutions.
IT now has visibility to the application and network traffic for the cloud-based solution that enables them to identify trends, so they can manage the system for optimal performance.
With pervasive UC visibility, monitoring and performance management they see what is happening in the environment and can quickly take the necessary corrective action in real-time to keep the services available and performing at the high-quality, 6-9’s level, that their customers have come to expect.