nGeniusONE 帮助 IT 确保 Microsoft Lync 服务的信令和语音质量
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE™
- Microsoft Lync
- Audio Codes gateway
技术栈
- Adaptive Service Intelligence™ (ASI) technology
- nGenius® UC Server
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 - API 集成与管理
- 网络与连接 - 网络管理和分析软件
适用功能
- 商业运营
- 人力资源
用例
- 远程协作
服务
- 系统集成
关于客户
这家拥有 45 年历史的个人/商业保险公司位列美国前 25 大财产意外险集团，在业界享有极高的声誉。该公司的校园员工和居家保险代理严重依赖手机处理日常业务，因此保持最高质量的通信体验至关重要。
挑战
这家保险公司正在全公司范围内迁移到 Microsoft Lync® IT，随着迁移的推进，通话质量问题开始出现。IT 员工陷入了典型的多供应商相互指责的局面，因为他们无法将问题的根源归结为 Microsoft Lync 服务器、音频代码网关或其他供应商的网关。公司面临着进一步的时间浪费和问题解决的延迟，而客户和服务代表则继续遭受糟糕的通话体验。
解决方案
为了解决公司的通话质量问题，IT 部门求助于 NETSCOUT® 来帮助找出持续性问题的根本原因。使用配备 Adaptive Service Intelligence™ (ASI) 技术的 nGeniusONE™ 服务保证平台和 nGenius® UC 服务器，当发现有两个问题影响呼叫中心的客户呼叫时，IT 部门能够快速轻松地区分问题的复杂程度。利用高级语音统计数据的高效设计工作流程帮助 UC 员工发现服务质量 (QoS) 配置错误，而这些错误是影响通话质量的问题的一部分。快速重新配置网络设备解决了该问题。员工仍然抱怨他们的一些客户呼叫有噪音。nGeniusONE 解决方案使 IT 人员能够使用平均意见分数 (MOS) 分析功能解决第二个问题，以研究多供应商环境中某个地方发生的音频问题，隔离质量较差的特定电话机。为了纠正这个问题，一些电话需要升级以增加噪音消除功能。升级后，服务代表可以听到他们需要的一切，以满足客户的要求。
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