NETSCOUT Case Studies European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT

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	European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT NETSCOUT

European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT

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Technology Category	Application Infrastructure & Middleware - API Integration & Management Networks & Connectivity - Software-Defined Networking
Applicable Industries	Finance & Insurance
Use Cases	Remote Collaboration
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	The bank had recently deployed Microsoft Skype for Business technology to supplement inplace Unified Communications (UC) technology in their Contact Center. However, the IT team began experiencing issues in troubleshooting the UC technology environment. Specifically, the IT team found Skype very hard to monitor, and their existing tools did not provide successful troubleshooting approaches. These issues soon began impacting customer service quality, and IT realized a need to introduce a solution that would help better monitor its Contact Center technology. Read More
About Customer	The customer is a leading European Bank that operates hundreds of branches on the continent, with subsidiaries managing additional financial operations overseas. The bank offers a full range of personal and commercial financial services to more than one million customers across multiple continents. The bank operates business and technology centers staffed by thousands of global employees. The bank has been effective in carefully identifying geographic regions underserved by other financial providers and establishing in-country operations to fill those gaps. The bank’s use of Contact Center resources to remotely process their customers’ account management requests is a contributing factor to their business growth. Read More
Solution	The bank selected NETSCOUT’s next-generation Service Assurance technology to monitor their full Contact Center technology environment, including the Skype, UC, and Citrix platforms. The nGeniusONE platform provided the vendor-independent real-time monitoring for application performance, reporting, and problem resolution they needed to assure superior Contact Center service delivery. Using smart data provided by NETSCOUT’s Adaptive Service Intelligence technology hosted in InfiniStream appliances, nGeniusONE UC performance metrics can be viewed by a range of keys, such as locations, community of users, servers, users, and applications. Leveraging the InfiniStream solution’s ability to gathering traffic data from key vantage points throughout the bank’s IT environment, nGeniusONE provides visibility into, and real-time assessment of the UC environment. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Networks & Connectivity - Software-Defined Networking

Applicable Industries

Finance & Insurance

Use Cases

Remote Collaboration

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

The bank had recently deployed Microsoft Skype for Business technology to supplement inplace Unified Communications (UC) technology in their Contact Center. However, the IT team began experiencing issues in troubleshooting the UC technology environment. Specifically, the IT team found Skype very hard to monitor, and their existing tools did not provide successful troubleshooting approaches. These issues soon began impacting customer service quality, and IT realized a need to introduce a solution that would help better monitor its Contact Center technology.

About Customer

The customer is a leading European Bank that operates hundreds of branches on the continent, with subsidiaries managing additional financial operations overseas. The bank offers a full range of personal and commercial financial services to more than one million customers across multiple continents. The bank operates business and technology centers staffed by thousands of global employees. The bank has been effective in carefully identifying geographic regions underserved by other financial providers and establishing in-country operations to fill those gaps. The bank’s use of Contact Center resources to remotely process their customers’ account management requests is a contributing factor to their business growth.

Solution

The bank selected NETSCOUT’s next-generation Service Assurance technology to monitor their full Contact Center technology environment, including the Skype, UC, and Citrix platforms. The nGeniusONE platform provided the vendor-independent real-time monitoring for application performance, reporting, and problem resolution they needed to assure superior Contact Center service delivery. Using smart data provided by NETSCOUT’s Adaptive Service Intelligence technology hosted in InfiniStream appliances, nGeniusONE UC performance metrics can be viewed by a range of keys, such as locations, community of users, servers, users, and applications. Leveraging the InfiniStream solution’s ability to gathering traffic data from key vantage points throughout the bank’s IT environment, nGeniusONE provides visibility into, and real-time assessment of the UC environment.

Impact #1	Streamlined, improved, and rapid troubleshooting with a single solution for always-on monitoring of bank’s Skype, UC, and Citrix platforms.
Impact #2	Improved Contact Center performance that benefits customers and supports bank growth.
Impact #3	IT moves beyond reactive troubleshooting to proactive Contact Center technology management.

Impact #1

Streamlined, improved, and rapid troubleshooting with a single solution for always-on monitoring of bank’s Skype, UC, and Citrix platforms.

Impact #2

Improved Contact Center performance that benefits customers and supports bank growth.

Impact #3

IT moves beyond reactive troubleshooting to proactive Contact Center technology management.

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Overview

European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT

Operational Impact