NETSCOUT Case Studies Business Process Outsourcer Makes User Experience at Remote Offices a Top Priority with NETSCOUT

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	Business Process Outsourcer Makes User Experience at Remote Offices a Top Priority with NETSCOUT NETSCOUT

Business Process Outsourcer Makes User Experience at Remote Offices a Top Priority with NETSCOUT

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management Networks & Connectivity - WiFi
Applicable Industries	Professional Service Telecommunications
Applicable Functions	Business Operation Human Resources
Use Cases	Remote Collaboration Remote Control
Services	System Integration Testing & Certification
Challenge	The IT team of this BPO faced a critical challenge with a new client, of assuring that businesscritical communication and collaboration services, such as Microsoft® Office 365 and Skype® for Business, were always available for their users at remote locations. Since these services did not traverse the BPO’s data centers that were already instrumented with nGeniusONE and InfiniStream solutions, IT needed a different type of visibility for UC services at the remote locations. Without it, IT was flying blind. Ideally, what the IT team wanted was “hop by hop” analysis for rapid identification of problem domain to speed troubleshooting. Read More
About Customer	This leading provider of Managed Services is a business process outsourcer (BPO) to a wide range of commercial and government customers around the world. The company operates numerous data centers and employs skilled personnel to manage next-generation Unified Communications (UC), network, application, and cybersecurity platforms that help clients successfully run their businesses in today’s complex digital age. Read More
Solution	Having already successfully deployed the nGeniusONE Service Assurance platform and multiple InfiniStream appliances, the business process outsourcer turned to NETSCOUT® to ensure its communication and collaboration services would meet customer needs. IT implemented nGeniusPULSE, which provides active testing to monitor the health and availability of critical applications, such as Office 365 and Skype for Business, at the client’s remote locations – running tests every few minutes, even when no one was on the system. This regular testing helps them get ahead of UC quality issues at the remote locations prior to them becoming business crippling. The BPO also planned to offer a standard solution for portable troubleshooting. This new client was an excellent candidate as they have 8 data centers and wanted to implement standard tools in each. They now use NETSCOUT’s portable OptiView XG, for Wi-Fi and wired network infrastructure troubleshooting. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Networks & Connectivity - WiFi

Applicable Industries

Professional Service

Telecommunications

Applicable Functions

Business Operation

Human Resources

Use Cases

Remote Collaboration

Remote Control

Services

System Integration

Testing & Certification

Challenge

The IT team of this BPO faced a critical challenge with a new client, of assuring that businesscritical communication and collaboration services, such as Microsoft® Office 365 and Skype® for Business, were always available for their users at remote locations. Since these services did not traverse the BPO’s data centers that were already instrumented with nGeniusONE and InfiniStream solutions, IT needed a different type of visibility for UC services at the remote locations. Without it, IT was flying blind. Ideally, what the IT team wanted was “hop by hop” analysis for rapid identification of problem domain to speed troubleshooting.

About Customer

This leading provider of Managed Services is a business process outsourcer (BPO) to a wide range of commercial and government customers around the world. The company operates numerous data centers and employs skilled personnel to manage next-generation Unified Communications (UC), network, application, and cybersecurity platforms that help clients successfully run their businesses in today’s complex digital age.

Solution

Having already successfully deployed the nGeniusONE Service Assurance platform and multiple InfiniStream appliances, the business process outsourcer turned to NETSCOUT® to ensure its communication and collaboration services would meet customer needs. IT implemented nGeniusPULSE, which provides active testing to monitor the health and availability of critical applications, such as Office 365 and Skype for Business, at the client’s remote locations – running tests every few minutes, even when no one was on the system. This regular testing helps them get ahead of UC quality issues at the remote locations prior to them becoming business crippling. The BPO also planned to offer a standard solution for portable troubleshooting. This new client was an excellent candidate as they have 8 data centers and wanted to implement standard tools in each. They now use NETSCOUT’s portable OptiView XG, for Wi-Fi and wired network infrastructure troubleshooting.

Impact #1	IT has reduced mean-time-to identify and resolve issues at client’s remote locations
Impact #2	Client satisfaction consistently being met with business process outsourcer assuring cloud services and wireless operations
Impact #3	IT has reduced costs by offering a standard solution for wireless troubleshooting

Impact #1

IT has reduced mean-time-to identify and resolve issues at client’s remote locations

Impact #2

Client satisfaction consistently being met with business process outsourcer assuring cloud services and wireless operations

Impact #3

IT has reduced costs by offering a standard solution for wireless troubleshooting

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Overview

Business Process Outsourcer Makes User Experience at Remote Offices a Top Priority with NETSCOUT

Operational Impact