公司规模
1,000+
地区
- America
国家
- United States
产品
- Microsoft Teams
- NETSCOUT Smart Edge Monitoring
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
- vSTREAM appliances
- nGeniusPULSE & nPoint sensors
技术栈
- UCaaS
- Ethernet
- Wi-Fi
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- 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 - 以太网
- 网络与连接 - WiFi
适用行业
- 药品
适用功能
- 商业运营
- 人力资源
用例
- 远程协作
- 远程控制
服务
- 系统集成
- 测试与认证
关于客户
客户是一家领先的制药公司,其持续的财务收益与其持续的研发 (R&D) 工作以及扩大其产品组合以进入新市场的战略性收购直接相关。该公司通过长期的混合劳动力运营实现了这些财务成功,研发、联系中心、制造和业务运营间歇性地在网络客户端边缘的公司设施和远程办公室之间移动。在多个 IT 运营项目之一中,该公司计划从硬线桌面电话过渡到 Microsoft Teams 统一通信即服务 (UCaaS) 解决方案。
挑战
这家制药公司计划在全球范围内推广 Microsoft Teams,包括联系中心运营。然而,他们在识别早期 MS Teams 语音质量问题方面面临可见性差距,尤其是在 Executive Suite 中。该公司的应用程序和基于 PC 的电话服务将在 MS Teams 上运行。此次过渡旨在最大限度地减少桌面语音迁移到 MS Teams 对公司地点现场业务运营的影响。该公司还与 Microsoft 签订了 99.999% 正常运行时间的服务级别协议 (SLA),以确保高质量的 MS Teams 性能。在 MS Teams 过渡的第一阶段之后,由于语音质量性能问题,IT 运营部门收到的公司高管发来的 IT 故障单数量意外增加。
解决方案
为了解决高管级 MS Teams 语音性能问题,IT 运营部门与 NETSCOUT 高级服务工程师 (PSE) 合作,以确定总部缺乏可视性的地方。他们使用 nGeniusONE 服务保证分析,该分析基于 InfiniStreamNG (ISNG) 和 vSTREAM 设备监控网络数据包流量生成的 NETSCOUT 智能数据。PSE 与 IT 运营部门合作,在总部设施的每一层快速部署了 nGeniusPULSE nPoint 传感器。IT 运营团队使用 nPoint 传感器通过以太网和 Wi-Fi 连续运行近 50 种预配置和定制的综合测试,以识别业务服务性能和高管级最终用户问题。通过在 nGeniusPULSE 中评估这些 nPoint BTT 测试结果,IT 运营部门很快确定,最近作为另一个 IT 项目的一部分更新的公司无线网络是高管团队使用 MS Teams 时出现性能问题的根本原因。
运营影响
数量效益
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