NETSCOUT Case Studies Communication Company Establishes VoIP Benchmarks From Remote Sites

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	Communication Company Establishes VoIP Benchmarks From Remote Sites NETSCOUT

Communication Company Establishes VoIP Benchmarks From Remote Sites

NETSCOUT

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Telecommunications
Applicable Functions	Business Operation
Use Cases	Remote Collaboration Remote Control
Services	System Integration
Challenge	The company was facing issues with its VoIP system, with users at different locations experiencing varying levels of performance. Key executives and critical remote sites were reporting quality issues. The IT team was unable to establish what was considered 'normal' performance from any specific location, and VoIP issues were often blamed on the network, even when there were server or application issues. The tool IT initially tried to use to monitor the VoIP system required many hours and resources to write custom scripts for each location, which was not scalable for their multiple global locations. Read More
About Customer	The customer is a 90-year-old, global communications company that supplies government and enterprise customers with infrastructure, devices, software, and services. Their broad range of solutions are used by teams who need to stay connected, often in mission-critical situations. With over $6 billion in annual revenue, and over 15,000 employees, the company has a myriad of manufacturing, sales, and administrative locations around the world. Cross-company employee collaboration in support of their customers and business activities relies heavily on communications for this enterprise. Read More
Solution	The company selected NETSCOUT®’s nGeniusPULSE with “out-of-the-box” capabilities to monitor their global VoIP service. They initially deployed hardware nPoints at a few key locations. The nPoint functions as a phone in their VoIP system, making hourly calls, 24 hours a day, to a specific call center 800 number. Call availability and performance metrics (including loss, latency and jitter) for each call are tracked and presented in easy-to-understand dashboards. When a location does experience an issue with the VoIP service, IT can easily drill down in tests results to isolate the root cause. With nGeniusPULSE, the company was able to deploy globally very quickly. After the initial immediate success, nPoints were sent to over 100 locations - mostly small sales offices, call centers and regional hubs of engineers, sales and support personnel. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Remote Collaboration

Remote Control

Services

System Integration

Challenge

The company was facing issues with its VoIP system, with users at different locations experiencing varying levels of performance. Key executives and critical remote sites were reporting quality issues. The IT team was unable to establish what was considered 'normal' performance from any specific location, and VoIP issues were often blamed on the network, even when there were server or application issues. The tool IT initially tried to use to monitor the VoIP system required many hours and resources to write custom scripts for each location, which was not scalable for their multiple global locations.

About Customer

The customer is a 90-year-old, global communications company that supplies government and enterprise customers with infrastructure, devices, software, and services. Their broad range of solutions are used by teams who need to stay connected, often in mission-critical situations. With over $6 billion in annual revenue, and over 15,000 employees, the company has a myriad of manufacturing, sales, and administrative locations around the world. Cross-company employee collaboration in support of their customers and business activities relies heavily on communications for this enterprise.

Solution

The company selected NETSCOUT®’s nGeniusPULSE with “out-of-the-box” capabilities to monitor their global VoIP service. They initially deployed hardware nPoints at a few key locations. The nPoint functions as a phone in their VoIP system, making hourly calls, 24 hours a day, to a specific call center 800 number. Call availability and performance metrics (including loss, latency and jitter) for each call are tracked and presented in easy-to-understand dashboards. When a location does experience an issue with the VoIP service, IT can easily drill down in tests results to isolate the root cause. With nGeniusPULSE, the company was able to deploy globally very quickly. After the initial immediate success, nPoints were sent to over 100 locations - mostly small sales offices, call centers and regional hubs of engineers, sales and support personnel.

Impact #1	Improved end-user experience by identifying if a site has a VoIP issue before users are affected
Impact #2	Improved collaboration between Network and Telcom teams and 3rd. party vendors, reducing Mean-Time-to-Resolution (MTTR)
Impact #3	Quick time-to-value with easy deployment of nPoints at remote sites and immediate test results

Impact #1

Improved end-user experience by identifying if a site has a VoIP issue before users are affected

Impact #2

Improved collaboration between Network and Telcom teams and 3rd. party vendors, reducing Mean-Time-to-Resolution (MTTR)

Impact #3

Quick time-to-value with easy deployment of nPoints at remote sites and immediate test results

Benefit #1	Decreased volume and seriousness of reported issues
Benefit #2	Reduced Mean-Time-to-Resolution (MTTR)

Benefit #1

Decreased volume and seriousness of reported issues

Benefit #2

Reduced Mean-Time-to-Resolution (MTTR)

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Overview

Communication Company Establishes VoIP Benchmarks From Remote Sites

Operational Impact

Quantitative Benefit