领先金融为客户提供远程银行业务保障
公司规模
1,000+
国家
- Worldwide
产品
- nGeniusONE Service Assurance platform
- NETSCOUT Certified InfiniStreamNG software appliances
- NETSCOUT Packet Flow Operating System software for Certified PFS 5010
技术栈
- Citrix Virtual Desktop Infrastructure
- Virtual Private Network (VPN)
- SQL servers
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
技术
- 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
- 远程协作
服务
- 系统集成
关于客户
这家行业领先的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。该银行在全球范围内保持半自主业务运营。在这种组织结构下，国内业务中心负责在其区域市场提供本地金融服务，包括运营传统零售银行分支机构和自动柜员机 (ATM) 网络。他们的呼叫中心运营同样被组织成区域交付设施，一些较大的零售银行分支机构还吸纳了当地人员，以补充在这些电话银行支持中心工作的客户服务代理。该银行在信息技术 (IT) 方面投入了大量资金，以支持向客户提供业务并支持其代理，多年来一直使用 NETSCOUT 解决方案来协助这些工作。
挑战
新冠疫情的爆发迫使这家银行关闭了大量地区分支机构，领导层不得不选择通过移动和在线应用程序以及电话银行提供全天候客户账户访问服务。在客户使用这些账户访问选项的同时，许多银行员工现在将办公室搬到了家中。随着远程业务运营的使用增加，该公司的 IT 团队需要优先考虑虚拟专用网络 (VPN) 和 Citrix 虚拟桌面基础架构 (VDI) 的性能，因为这对于成功交付日常金融服务至关重要。由于数百万全球客户现在依赖不间断的远程账户访问，因此远程银行业务的无缝运行至关重要。在远程过渡开始几天后，IT 领导层联系了他们的 NETSCOUT 业务代表，担心他们无法了解 Citrix 虚拟应用程序和桌面的性能。Citrix 现在是一个关键环境。该银行的 IT 领导层已将 Citrix 应用程序流量配置为在多个公司数据中心之间平衡，以帮助确保性能。但是，当地 IT 团队无法可视化与其业务运营相关的 Citrix 应用程序流量，从而无法监控此虚拟环境或最终用户体验。
解决方案
IT 团队通过更新 NETSCOUT 环境获得了管理远程服务交付和改善用户体验所需的可视性，其中包括：最先进的 nGeniusONE 服务保证平台，具有实时监控整个服务交付环境所需的性能分析功能，包括对当前运营至关重要的 VPN 和 VDI 服务。安装在两个区域数据中心的基于软件的 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) 从公司的网络流量中生成实时元数据，用于 nGeniusONE 性能分析。适用于经过认证的 PFS 5010 设备的 NETSCOUT Packet Flow Operating System™ 软件，此数据包代理解决方案安装在两个区域数据中心，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网络流量负载平衡和整体网络性能。为了满足 IT 团队最迫切的需求，他们当地的 NETSCOUT 业务代表快速配置了实时 nGeniusONE 服务仪表板视图，该视图显示了与错误定向 Citrix 流量实例相关的 Citrix VDI 性能问题。nGeniusONE 使用标准 nGeniusONE 工作流程从服务仪表板视图上下文过渡到越来越精细的服务监视器和 Citrix VDI 指标分析，提供了修改 Citrix 服务配置以将流量定向到正确目的地所需的证据，然后确保这些更改已得到令人满意的处理，以提高本地 IT 对远程用户虚拟桌面体验的可见性。
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