在 UC 技术和服务交付转型中确保语音性能
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE® Service Assurance platform
- NETSCOUT® Certified InfiniStreamNG® software appliances
- NETSCOUT Packet Flow Operating System™ software for Certified PFS 5010
技术栈
- Unified Communications & Collaboration (UC&C)
- Genesys
- Cisco
- Nortel
- Avaya
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 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
用例
- 远程资产管理
- 远程协作
- 远程控制
服务
- 软件设计与工程服务
- 系统集成
关于客户
这家国际金融公司为数百万客户提供零售银行解决方案，包括个人、小型企业和商业银行产品。多年来，IT 团队一直使用 NETSCOUT 解决方案来协助这些工作。多年来，这家银行的客户一直享受基于语音的客户服务，呼叫中心的运营在公司两个区域联络中心位置之间保持平衡。呼叫中心依赖于多供应商环境，其中包括以下统一通信和协作 (UC&C) 提供商：Genesys、Cisco、Nortel 和 Avaya。
挑战
多年来，该银行的客户一直享受着基于语音的客户服务，呼叫中心的运营在公司两个区域联络中心之间保持平衡。呼叫中心依赖于多供应商环境，其中包括以下统一通信和协作 (UC&C) 提供商：Genesys、Cisco、Nortel 和 Avaya。在 IT 团队支持这项联络中心投资的同时，银行也在管理其业务以应对 COVID-19 的到来。为了保护客户和员工，该公司关闭了一些地区分支机构，这促使人们更多地使用远程银行服务，包括呼叫中心。在此期间，呼叫中心的人员配备方式也发生了变化，其中一些客户服务代表 (CSR) 在家工作，而其他一些则新近搬迁到与其他员工共享的办公空间。IT 现在不仅要管理这种部分远程服务交付环境中呼叫中心资源的增加使用，他们现在还需要区分服务问题是与 UC&C 技术性能、配置更改还是这些因素的组合有关。
解决方案
IT 团队通过更新其 NETSCOUT 环境以包括 nGeniusONE 服务保证平台，获得了呼叫中心服务可靠性所需的洞察力并改善了远程代理体验，该平台具有实时监控整个呼叫中心、远程 CSR 和 UC&C 技术环境所需的高级 UC&C 性能分析功能。在两个区域数据中心安装了基于软件的 InfiniStreamNG (ISNG) 设备，这些添加的智能数据源使用获得专利的 Adaptive Service Intelligence™ (ASI) 技术从公司的网络流量中生成实时元数据，用于 nGeniusONE 性能分析。还安装了适用于认证 PFS 5010 设备的 NETSCOUT Packet Flow Operating System™ 软件，并在两个区域数据中心安装了此数据包代理解决方案，通过将数据包流量转发到 ISNG 设备以及环境中的其他工具来改善流量负载平衡和整体网络性能。
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