使用智能边缘可视性来确保医疗保健和 BPO 环境
公司规模
1,000+
地区
- America
国家
- United States
产品
- nGeniusONE® Service Assurance platform
- NETSCOUT® Certified InfiniStreamNG® software appliances
- vSTREAM® virtual appliances
- Packet Flow Operating System Software for Certified PFS 7000 Series Packet Brokers
- nGenius® Visibility as a Service
技术栈
- Cisco® Application Centric Infrastructure (ACI) Software-Defined Networking (SDN)
- Citrix virtual desktop interface (VDI) services
实施规模
- Enterprise-wide Deployment
影响指标
- Customer 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 - 软件定义网络
适用行业
- 医疗保健和医院
- Professional Service
适用功能
- 商业运营
- 人力资源
用例
- 远程协作
服务
- 云规划/设计/实施服务
- 系统集成
关于客户
这家领先的业务流程外包商 (BPO) 正在推动采用其创新的“大数据”营销应用程序，以改善客户的运营、品牌推广、客户参与和保留计划。该 BPO 的客户遍布众多垂直行业，包括保险、媒体、旅游和医疗保健。该公司在靠近客户的地理位置运营着多个技术中心来托管这些应用程序和其他业务服务。该 BPO 与其领先的医疗保健客户之一保持着密切的业务关系。
挑战
BPO 在其技术中心之一托管了许多业务应用程序，包括一个内部开发的计费应用程序。此计费应用程序在医疗保健的日常联系中心运营中发挥着至关重要的作用。当客户就计费问题致电医疗保健的联系中心时，客户服务代表 (CSR) 工作流会从 BPO 的数据湖中启动查询，以在 CSR 的用户界面上填充该呼叫者的保险计费信息。然而，随着时间的推移，CSR 在查询账单时开始遇到“屏幕冻结”，他们不得不用标准的联系中心口语向客户解释这些延迟——例如“今天的电脑运行有点慢”。除了这些脚本化的解释之外，实际发生的事情是 BPO 的计费应用程序反复超时、设置和重置。虽然这是一个间歇性的性能问题，给医疗保健客户在每次通话中带来不便，但它影响了呼叫中心运营和 CSR 执行一年多。
解决方案
BPO 和医疗保健公司都将此视为一级服务问题，他们各自的 IT 运营团队在排除自身环境故障时都尽职尽责，但无法直观地看到交易“另一边”发生的情况。医疗保健公司和 BPO 之间的 IT 领导层了解到，他们都是 NETSCOUT 客户，都使用 nGenius 可视性即服务 (nVaaS) 咨询解决方案来运行 NETSCOUT 服务保障和智能边缘可视性解决方案，以帮助各自的业务和应用程序以最佳效率运行。在这两个客户的带动下，nVaaS 主题专家与每个 IT 组织合作，了解如何使用 nGeniusONE 服务保障和 NETSCOUT 智能可视性资源来监控双方的计费交易问题。通过这些 nVaaS 工作，BPO 的 IT 运营团队优化了对其他基于软件的 NETSCOUT InfiniStreamNG (ISNG) 和 nGenius Packet Broker 智能可视性数据源的使用，该解决方案从网络流量包中生成智能数据，使他们能够访问整个端到端服务交付环境中的单窗格 nGeniusONE 视图。
运营影响
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