确保联络中心的优质客户体验
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE service assurance platform
- InfiniStream appliances
- nGenius for Flows
- nGenius 5010 Packet Flow Switch
- nGenius PFX software
技术栈
- Unified Communications
- Cloud-based Microsoft Office 365 services
- WAN services
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - API 集成与管理
- 网络与连接 - 网络管理和分析软件
适用行业
- 金融与保险
适用功能
- 商业运营
- 销售与市场营销
用例
- 预测性维护
- 供应链可见性(SCV)
服务
- 系统集成
- 测试与认证
关于客户
这家美国金融服务公司专注于提供广泛的车辆租赁和融资选择、付款保护和保险产品。该公司拥有多个地区办事处、客户服务中心以及销售和服务分支机构的 3,000 多名员工，每天致力于为数以万计的客户提供支持。该公司管理的资产超过 1000 亿美元，其企业网络对于支持全美客户销售和服务至关重要
挑战
这家金融服务公司最近建立了新的联络中心，以支持其不断增长的销售代理和办事处，并解决客户提出的咨询。在规划过程的早期，IT 人员就包括有针对性地部署服务保证功能，因为客户与联络中心的销售代理和服务代表之间的高质量对话非常重要。IT 人员还发现需要监控其到远程办事处的 WAN 链路的流量利用率，以及到基于云的 Microsoft Office 365 服务的链路的性能。他们还计划升级和提高对网络流量的可视性，以了解性能、安全性和 Web 流量统计信息。然而，当 IT 团队发现其现有第三方供应商的数据包代理交换机将网络流量转发到监控设备时出现了一些问题时，这一计划也被提前了。
解决方案
经过严格的评估期，这家金融服务公司选择了 nGeniusONE 服务保证平台和 InfiniStreamNG™ 设备来解决影响其分布式、面向客户的联络中心的统一通信和协作 (UC&C) 服务的质量和性能问题。IT 人员正在使用 nGeniusONE 解决方案快速响应和解决客户体验问题，例如掉线、通话期间回声和长时间连接问题。为了确保无论在混合云中的哪个位置交付服务都能保持高质量，IT 团队还部署了 InfiniStream 设备来监控其 Microsoft Office 365 服务的链接。通过对活动、错误和响应时间进行实时分析，IT 能够在本地纠正问题或提供证据让其云供应商纠正问题。为了满足管理层对企业范围内流量活动可见性的要求，IT 选择并实施了 NETSCOUT 的 nGenius for Flows 和 nGenius 3300 系列收集器。该解决方案为销售办事处和分支机构提供了每日、每周和每月活动的运行记录。这些信息用于了解网络中的流量位置和时间，以便更好地进行流量管理和带宽规划。
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