服务保障改善了在线抵押贷款经纪人的收入机会、成本和优质服务
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE® Service Assurance platform
- InfiniStream® appliances
技术栈
- Unified Communications (UC)
- SIP trunking service
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Revenue Growth
技术
- 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
- 销售与市场营销
用例
- 质量预测分析
服务
- 系统集成
- 测试与认证
关于客户
客户是一家总部位于美国的在线抵押贷款经纪商。它是美国最大的零售贷款机构之一，提供多种其他房地产服务，如产权保险、房产估价、结算服务、其他联邦住房管理局支持的抵押贷款计划以及房地产经纪人网络。这家公司拥有数万名员工和数十亿美元的抵押贷款额，人际沟通是该公司成功最重要的服务之一。作为一家在线企业，这家抵押贷款经纪商依靠其通信系统为公司创造收入。通话质量和应用程序的可靠性直接影响用户体验，进而影响利润。
挑战
这家总部位于美国的在线抵押贷款经纪公司通过迁移到 SIP 中继服务开展了一项大型统一通信 (UC) 项目。此次升级预计每月可节省高达 100,000 美元，同时通过使外拨拨号器能够与潜在抵押贷款和再融资客户进行 16 倍的通话，从而提高收入机会。然而，在实施 UC 系统后，服务质量 (QoS) 问题、回声问题、导致拨号问题的交换机问题以及语音邮件 Web 应用程序中的 DNS/HTTP 错误造成了糟糕的用户体验。这危及了项目的成功，并可能损害业务。IT 面临着一项艰巨的挑战，即主动查明问题的根源，以便快速分类和解决问题。
解决方案
为了解决公司紧迫的 UC 挑战，IT 部门转向 NETSCOUT 的一流解决方案。nGeniusONE 服务保障平台采用自适应服务智能™ (ASI) 技术，与多个 InfiniStream 设备一起，提供了对战略 SIP 中继计划的可视性。InfiniStream 设备支持数据中心的 10GbE 部署，自动拨号器会在那里向潜在客户发起呼叫。InfiniStream 平台主动收集、组织和分析流量数据，以提供有关业务服务和统一通信性能的丰富信息。有了这些数据，IT 部门能够快速确定问题的根本原因并实现无缝服务保障。
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