NETSCOUT Case Studies BPO Operator Improves IT Efficiency by 80% with NETSCOUT

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	BPO Operator Improves IT Efficiency by 80% with NETSCOUT NETSCOUT

BPO Operator Improves IT Efficiency by 80% with NETSCOUT

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Telecommunications
Use Cases	Service Parts Management
Services	System Integration
Challenge	The BPO operator was facing challenges with its voice infrastructure issue troubleshooting which required numerous corporate resources. The company was seeking ways to reduce Mean Time to Resolution (MTTR) to improve customer satisfaction. The IT team was focused on reducing the level of effort and points of contact involved in troubleshooting and resolving voice performance issues. The company conducted proofs-of-concept with several troubleshooting and monitoring vendors and chose NETSCOUT’s Service Assurance solutions to help address these costly business challenges. Read More
About Customer	The business processing outsourcing (BPO) operator provides call center services to hundreds of worldwide customers, using geographically dispersed data center facilities. The company’s customer base includes major global enterprises in healthcare, financial services, communications, and travel & leisure markets. In addition to call management and contact center services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. Read More
Solution	The company is using the nGeniusONE platform, expanding its use to more fully monitor their Contact Center performance for its customers. The NETSCOUT solution deployment leverages the InfiniStream 4595 appliance with the Adaptive Service Intelligence data source, as well as an InfiniSteamNGTM 4895 appliance with an Extended Storage Unit providing enhanced voice steam processing performance. The company also uses the nGenius 3900 Series Packet Flow Switch (PFS) technology for centralized network aggregation management. The NETSCOUT solution unites the Contact Center’s network, application, infrastructure, and UC&C monitoring activities for the IT teams tasked with maintaining uptime and high-quality service performance of the company’s voice environment for its customers. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Use Cases

Service Parts Management

Services

System Integration

Challenge

The BPO operator was facing challenges with its voice infrastructure issue troubleshooting which required numerous corporate resources. The company was seeking ways to reduce Mean Time to Resolution (MTTR) to improve customer satisfaction. The IT team was focused on reducing the level of effort and points of contact involved in troubleshooting and resolving voice performance issues. The company conducted proofs-of-concept with several troubleshooting and monitoring vendors and chose NETSCOUT’s Service Assurance solutions to help address these costly business challenges.

About Customer

The business processing outsourcing (BPO) operator provides call center services to hundreds of worldwide customers, using geographically dispersed data center facilities. The company’s customer base includes major global enterprises in healthcare, financial services, communications, and travel & leisure markets. In addition to call management and contact center services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints.

Solution

The company is using the nGeniusONE platform, expanding its use to more fully monitor their Contact Center performance for its customers. The NETSCOUT solution deployment leverages the InfiniStream 4595 appliance with the Adaptive Service Intelligence data source, as well as an InfiniSteamNGTM 4895 appliance with an Extended Storage Unit providing enhanced voice steam processing performance. The company also uses the nGenius 3900 Series Packet Flow Switch (PFS) technology for centralized network aggregation management. The NETSCOUT solution unites the Contact Center’s network, application, infrastructure, and UC&C monitoring activities for the IT teams tasked with maintaining uptime and high-quality service performance of the company’s voice environment for its customers.

Impact #1	Voice infrastructure issues resolved 80% faster with NETSCOUT, reducing the company’s agent impact hours.
Impact #2	NETSCOUT voice infrastructure monitoring reduces instances of high-severity calls.
Impact #3	Improved IT collaboration between Voice, UC, Network, and Telco teams and Level 1-to-4 customer support resources.

Impact #1

Voice infrastructure issues resolved 80% faster with NETSCOUT, reducing the company’s agent impact hours.

Impact #2

NETSCOUT voice infrastructure monitoring reduces instances of high-severity calls.

Impact #3

Improved IT collaboration between Voice, UC, Network, and Telco teams and Level 1-to-4 customer support resources.

Benefit #1	80% reduction in troubleshooting timeframes using the nGeniusONE solution with ASI smart data.
Benefit #2	NETSCOUT solution payback in less than 1 year.

Benefit #1

80% reduction in troubleshooting timeframes using the nGeniusONE solution with ASI smart data.

Benefit #2

NETSCOUT solution payback in less than 1 year.

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Overview

BPO Operator Improves IT Efficiency by 80% with NETSCOUT

Operational Impact

Quantitative Benefit