保险公司利用 NETSCOUT 智能边缘监控重新获得远程劳动力可视性
公司规模
1,000+
地区
- America
国家
- United States
产品
- NETSCOUT Smart Edge Monitoring
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
- nGenius PULSE
- nGenius Packet Flow Operating System (PFOS)
技术栈
- Microsoft Azure
- Oracle multi-cloud services
- Cisco Application Centric Infrastructure (ACI)
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
- 网络与连接 - 软件定义网络
适用行业
- 医疗保健和医院
适用功能
- 商业运营
用例
- 远程资产管理
- 远程协作
服务
- 系统集成
- 培训
关于客户
这家地区性医疗保险公司改变了其传统的保险覆盖方式，以更好地满足新冠疫情初期用户日益增长的需求。他们制定的相关指导包括加快远程医疗试点、鼓励用户使用远程医疗服务以及协调糖尿病和癌症筛查的家庭检测。多年来，IT 团队一直依赖 nGeniusONE 服务保障平台提供的取证分析，并信任 NETSCOUT 基于数据包的数据方法来管理事件后事件响应活动。
挑战
由于 COVID-19 疫情，该公司的保险交付、订户需求和员工体验都发生了巨大变化。保险业务量已增至每年 4000 多万笔交易。近 5,000 名员工已从本地办公地点过渡到在家办公 (WFH) 环境，其中包括大量呼叫中心代理。随着更多 WFH 员工的加入，网络和应用程序监控工作现在包括扩展的网络远程/客户服务边缘，该边缘尚未配备 NETSCOUT 智能可视性源。同样，网络边缘已扩展到包括与最近完成的迁移到 Equinix 共置 (Co-lo) 数据中心、Microsoft Azure 和 Oracle 多云服务以及 Cisco® 应用程序中心基础设施 (ACI) 软件定义网络 (SDN) 架构相关的云边缘。由于众多网络边缘和移动用户和技术服务存在盲点，当中断增加并且服务台工单需要更长时间才能关闭时，IT 团队面临着进一步的挑战。
解决方案
IT 团队增加了远程客户端和云边缘可视性，并重新获得了对远程员工体验和保险交付流程的控制权。通过逐步增强其现有的 nGeniusONE 和 ISNG 投资，NETSCOUT Smart Edge Monitoring 在数据中心、Equinix Co-lo、多云和 WFH 环境中添加了智能可视性工具，从而增强了跨 IT 运营的使用——包括基础设施、协作、视频、UC、语音、网络基础设施、最终用户团队。Smart Edge Monitoring 使用 NETSCOUT 的 Adaptive Service Intelligence® (ASI) 技术将来自 nGeniusPULSE nPoint 传感器的最终用户体验综合测试结果与来自 ISNG 设备的网络数据包流数据集成到 nGeniusONE 使用的智能数据中，以提供对警报、查看、趋势和上下文工作流的分析，这使这个跨 IT 团队能够可视化和解决其 WFH 用户群中出现的性能问题，包括呼叫中心代理和远程员工如何访问和与统一通信即服务 (UCaaS)、语音和视频技术投资进行交互。
运营影响
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