公司利用 NETSCOUT 的网络边缘监控功能改善联络中心代理的客户体验质量
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE® Service Assurance platform
- InfiniStreamNG® certified 9800 series software appliances
- nGenius® Packet Flow Operating System (PFOS) for Certified 5010 Series Packet Brokers
- NETSCOUT® Premium Services Engineer
技术栈
- Cisco unified communications and collaboration (UCC)
- unified communications as a service technology (UCaaS)
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 - 以太网
适用行业
- 金融与保险
服务
- 系统集成
- 培训
关于客户
这家业务处理公司提供个人融资、付款处理、账户服务、职业管理服务和咨询服务已有半个世纪。除了在线融资、服务和支持外，该公司的联系中心和服务代表通常是其客户和潜在客户与企业互动的方式。由于服务代理实际上是公司的门面，因此 IT 组织优先考虑联系中心的优质协作服务，以确保为客户提供积极的体验。
挑战
该公司希望为客户提供与联络中心代表互动的卓越体验。这需要增强数据中心和联络中心的可视性，以确保网络、语音、应用程序和最终用户体验的性能保证，并减少出现问题时的故障排除时间。由于客服人员将在疫情期间在家办公后返回办公室，因此 IT 员工有动力实施新的可视性。
解决方案
该公司在其联络中心使用思科统一通信和协作 (UCC) 设备，并选择统一通信即服务技术 (UCaaS)。他们使用现有的 nGeniusONE 服务保证解决方案对语音、视频和业务数据应用程序进行持续、实时分析，同时进行分类、警报、故障排除、趋势分析和网络及应用程序性能分析，以确保影响客户的服务质量。
运营影响
数量效益
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