数字银行利用 NETSCOUT nGeniusPULSE 精确一致的测试实现用户体验目标
公司规模
1,000+
地区
- America
国家
- United States
产品
- NETSCOUT nGeniusPULSE
- nGeniusONE Service Assurance platform
- nPoint 3000
技术栈
- Packet-based traffic monitoring
- Active, synthetic testing
- SNMP polling
实施规模
- Enterprise-wide Deployment
影响指标
- 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 - 数据交换与集成
适用行业
- 金融与保险
适用功能
- 商业运营
用例
- 远程资产管理
服务
- 系统集成
- 测试与认证
关于客户
客户是一家价值数十亿美元的美国数字银行和服务公司。他们提供广泛的金融产品，从个人和住房贷款到支票和储蓄账户再到支付服务。该公司拥有 17,000 名员工，为超过 7500 万个零售供应商网点的全球网络提供支持。他们的多个数据中心为 4000 万客户处理数百万笔数字交易。为了保持卓越的客户服务目标，他们在世界各地建立了多个联系中心。该公司认识到，他们的网络可用性和性能不仅对于继续提供卓越的客户服务至关重要，而且也是推动其增长、收入、声誉和整体业务成功的因素。
挑战
这家数字银行面临着多重挑战。解决问题的时间被推迟，影响了他们的服务质量。他们还在努力确保满足与第三方零售商的 SLA。该银行设定了一个积极的目标，即在报告后 1 小时内解决所有优先级 1 问题。然而，据报道，关键通信和业务应用程序（包括其主要 CRM/银行应用程序）出现了多起连接速度慢、性能差的情况。当一场全球公共卫生危机导致 2000 多名呼叫中心代理在家办公时，1 小时解决目标变得更加关键。当时，在家办公的用户开始在 Webex 电话会议上遇到问题。该银行还希望减少在夜间手动切换两个主要数据中心期间验证可用性所花费的时间。在早上，他们希望在呼叫中心自动完成应用程序和拨号器的设置过程，以确保在呼叫进入呼叫中心之前的可用性和性能。
解决方案
该公司依靠 NETSCOUT nGeniusONE 服务保证平台进行基于数据包的流量监控和分析。他们选择了 NETSCOUT nGeniusPULSE 和 nPoint 3000 仪器，以将来自远程位置的主动合成测试添加到他们的监控解决方案中，这些测试通过以太网和 Wi-Fi 进行。nPoint 3000 位于呼叫中心，虚拟版本将部署在家庭工作人员子组的笔记本电脑上。即使网络未使用，也可以通过计划测试进行主动问题检测，在呼叫代理受到影响之前发现问题。如果出现问题，nGeniusPULSE 测试会指示原因是网络、Wi-Fi 还是应用程序。在一个示例中，模拟 Webex 呼叫的 nGeniusPULSE 路径测试显示跳数高且延迟高。为了进一步隔离 CRM/银行应用程序中的延迟，业务事务测试 (BTT) 用于模拟用户操作并确定延迟发生的位置。 nGeniusPULSE 测试可在夜间数据中心切换后快速验证网络可用性。Web 和 VoIP 测试可验证呼叫中心应用程序和拨号器的可用性，从而自动完成部分早晨启动过程。nPoint 3000 还部署在附加网络中，以监控与第三方零售商的交易。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Case Study
Safety First with Folksam
The competitiveness of the car insurance market is driving UBI growth as a means for insurance companies to differentiate their customer propositions as well as improving operational efficiency. An insurance model - usage-based insurance ("UBI") - offers possibilities for insurers to do more efficient market segmentation and accurate risk assessment and pricing. Insurers require an IoT solution for the purpose of data collection and performance analysis
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Case Study
Transforming insurance pricing while improving driver safety
The Internet of Things (IoT) is revolutionizing the car insurance industry on a scale not seen since the introduction of the car itself. For decades, premiums have been calculated using proxy-based risk assessment models and historical data. Today, a growing number of innovative companies such as Quebec-based Industrielle Alliance are moving to usage-based insurance (UBI) models, driven by the advancement of telematics technologies and smart tracking devices.
Case Study
MasterCard Improves Customer Experience Through Self-Service Data Prep
Derek Madison, Leader of Business Financial Support at MasterCard, oversees the validation of transactions and cash between two systems, whether they’re MasterCard owned or not. He was charged with identifying new ways to increase efficiency and improve MasterCard processes. At the outset, the 13-person team had to manually reconcile system interfaces using reports that resided on the company’s mainframe. Their first order of business each day was to print 20-30 individual, multi-page reports. Using a ruler to keep their place within each report, they would then hand-key the relevant data, line by line, into Excel for validation. “We’re talking about a task that took 40-80 hours each week,” recalls Madison, “As a growing company with rapidly expanding product offerings, we had to find a better way to prepare this data for analysis.”
