金融服务公司将在线客户体验视为重中之重
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
- nGeniusPULSE server
技术栈
- Network Monitoring
- Application Performance Monitoring
- Synthetic Transaction Testing
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 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 商业运营
用例
- 预测性维护
- 质量预测分析
- 实时定位系统 (RTLS)
服务
- 系统集成
- 测试与认证
关于客户
客户是一家美国金融服务公司，提供广泛的汽车和住房贷款租赁和融资选择，以及各种储蓄和 CD 账户、财富管理和经纪服务等众多银行服务。该公司拥有数千名员工，直接或通过第三方分支机构为数百万客户提供服务，业务永不停歇。这家公司正是数字化转型的定义，它“依靠”技术创新，全年 365 天提供独特的、以客户为导向的网上银行服务，为客户提供一流的用户体验。随着 IT 部门为跟上增长步伐而进行了大规模扩张，他们发现自己需要扩大对网络、语音和应用程序环境的可见性，而这超出了他们现有工具所能提供的范围。
挑战
这家金融服务公司缺乏对数据中心、多个分支机构和第三方关联地点以及基于云的服务的网络和应用程序性能的全面可视性。这限制了他们调查复杂、持续问题的能力。他们还希望提前解决问题，避免对客户产生影响。IT 团队希望对其线路数据进行端到端的可视性，以便他们可以对数据进行基线和历史趋势分析，以了解正常的应用程序性能，并主动检测网络、语音和应用程序性能的下降。具体关注的领域是用于客户资源管理的外部 SaaS 工具，例如 Salesforce，他们依赖它进行关键业务运营，以及用于内部和外部通信的 VoIP 服务。此外，他们还有一个对业务至关重要的自定义应用程序，该应用程序在 Citrix 环境中运行。能够随时了解自定义应用程序、Citrix 服务及其底层依赖项的性能和可用性非常重要。
解决方案
金融服务 IT 团队求助于 NETSCOUT® 来解决其网络和应用程序可视性挑战。部署了 nGeniusONE 服务保证平台和 InfiniStreamNG 设备，可将有线数据转换为智能数据，以便进行主动检测和故障排除，从而为银行的关键应用程序和服务提供端到端的可视性。nGeniusONE 服务器具有定制的仪表板和报告，可快速查看和深入了解银行的重要应用程序和服务，例如语音、Web 服务、Citrix 服务、自定义应用程序，甚至 DNS 和 DHCP 等关键服务推动者。IT 内部的多个团队（例如应用程序和数据库团队）被授予对系统的访问权限，使他们能够直接解决问题。统一通信 (UC) 团队能够在 nGeniusONE 中使用独特的媒体监视器和 SIP 监视器，这是他们确保与客户和销售代理进行高质量通信的战略的一部分。nGeniusPULSE 综合测试监控分支机构和第三方附属机构的 SaaS 和自定义应用程序的应用程序可用性和性能。这些测试会自动、定期模拟访问应用程序的真实用户操作 - 主动提供状态更新，即使系统上没有活跃用户。他们还使用 nGeniusPULSE 在两个 nPoint 之间以及从 nPoint 到真实电话号码进行 VoIP 呼叫，以收集指标，从而主动了解呼叫质量和可用性。
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