NETSCOUT Case Studies Company Improves Customer Quality of Experience With Contact Center Agents With Network Edge Monitoring from NETSCOUT

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	Company Improves Customer Quality of Experience With Contact Center Agents With Network Edge Monitoring from NETSCOUT NETSCOUT

Company Improves Customer Quality of Experience With Contact Center Agents With Network Edge Monitoring from NETSCOUT

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Services	System Integration Training
Challenge	The company was looking to deliver a superior quality of experience for customers interacting with the representatives in the contact center. This would require enhanced visibility in their data centers and contact centers to ensure network, voice, application, and end-user experience performance assurance, as well as to reduce the time to troubleshoot issues when they did occur. With customer service agents due to return to their offices following home-based work during the pandemic, the IT staff was motivated to implement their new visibility. Read More
About Customer	This business processing company has delivered personal financing, payment processing, account servicing, career management services, and consulting for a half a century. In addition to their online financing, services, and support, the company’s contact center and service representatives are often how their customers and prospects interact with the business. As the service agents are effectively the face of the company, the IT organization prioritizes quality collaboration services in the contact center to ensure a positive experience for their customers. Read More
Solution	The company uses Cisco unified communications and collaboration (UCC) equipment in their contact center and select unified communications as a service technology (UCaaS), as well. They are using their existing nGeniusONE Service Assurance solution for persistent, real-time analysis of voice, video, and business data applications, simultaneously, for triage, alarming, troubleshooting, trending, and analysis of network and application performance to assure quality for their customer-impacting services. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Services

System Integration

Training

Challenge

The company was looking to deliver a superior quality of experience for customers interacting with the representatives in the contact center. This would require enhanced visibility in their data centers and contact centers to ensure network, voice, application, and end-user experience performance assurance, as well as to reduce the time to troubleshoot issues when they did occur. With customer service agents due to return to their offices following home-based work during the pandemic, the IT staff was motivated to implement their new visibility.

About Customer

This business processing company has delivered personal financing, payment processing, account servicing, career management services, and consulting for a half a century. In addition to their online financing, services, and support, the company’s contact center and service representatives are often how their customers and prospects interact with the business. As the service agents are effectively the face of the company, the IT organization prioritizes quality collaboration services in the contact center to ensure a positive experience for their customers.

Solution

The company uses Cisco unified communications and collaboration (UCC) equipment in their contact center and select unified communications as a service technology (UCaaS), as well. They are using their existing nGeniusONE Service Assurance solution for persistent, real-time analysis of voice, video, and business data applications, simultaneously, for triage, alarming, troubleshooting, trending, and analysis of network and application performance to assure quality for their customer-impacting services.

Impact #1	Visibility to WAN and ISP links, as well as VoIP in contact center is reducing MTTR
Impact #2	NETSCOUT PSE is ensuring quick time to value and extending the value of the nGeniusONE investment overall

Impact #1

Visibility to WAN and ISP links, as well as VoIP in contact center is reducing MTTR

Impact #2

NETSCOUT PSE is ensuring quick time to value and extending the value of the nGeniusONE investment overall

Benefit #1	Reduced MTTR
Benefit #2	Quick time to value

Benefit #1

Reduced MTTR

Benefit #2

Quick time to value

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Overview

Company Improves Customer Quality of Experience With Contact Center Agents With Network Edge Monitoring from NETSCOUT

Operational Impact

Quantitative Benefit