NETSCOUT Case Studies Global Contact Center Stops Dropped Calls with nGeniusONE

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	Global Contact Center Stops Dropped Calls with nGeniusONE NETSCOUT

Global Contact Center Stops Dropped Calls with nGeniusONE

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Telecommunications
Services	System Integration Training
Challenge	The company's call center agents began experiencing issues with dropped voice calls, resulting in customer service exchanges being interrupted before completion. Regardless of call status, telephone call lengths were varying from agent to agent, with customer exchanges abruptly dropping after 30 minutes. In addition to dealing with customer service issues and frustrated call center agents unable to perform their duties as a result of the dropped calls, the company was unable to consistently meet negotiated Service Level Agreement thresholds regarding voice performance for the companies they were contracted to serve. Existing third-party tools being employed by the IT team were unable to view the call flow architecture in a manner required for successful troubleshooting. Read More
About Customer	This leading, global business process outsourcing operator is extending its solution portfolio and call center footprint to offer expanded services to its more than 300 customers. The company’s customer base includes major, global clients in healthcare, financial services, communications, and travel & leisure markets. In addition to call management services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. Contact center operations are based in numerous call center facilities, also leveraging co-location data centers and home-based customer service agents using cloud-based call management platforms. Read More
Solution	The company selected the nGeniusONE Service Assurance platform to manage the Unified Communication & Collaboration (UC&C) technology operating in its two call center locations. In deploying redundant NETSCOUT configurations in two call center locations, the company implemented nGeniusONE platform for UC&C, including G.729 codec support. In addition, the company installed InfiniStream 4595 appliances, with Adaptive Service Intelligence at its call centers, as well as nGenius 3900 Series Packet Flow Switch (PFS) technology and NETSCOUT TAPs. The company uses the 3900 Series PFS for traffic aggregation in the two data centers, including to/from distribution switches to the core, as well as from distribution switches to edge routers. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Services

System Integration

Training

Challenge

The company's call center agents began experiencing issues with dropped voice calls, resulting in customer service exchanges being interrupted before completion. Regardless of call status, telephone call lengths were varying from agent to agent, with customer exchanges abruptly dropping after 30 minutes. In addition to dealing with customer service issues and frustrated call center agents unable to perform their duties as a result of the dropped calls, the company was unable to consistently meet negotiated Service Level Agreement thresholds regarding voice performance for the companies they were contracted to serve. Existing third-party tools being employed by the IT team were unable to view the call flow architecture in a manner required for successful troubleshooting.

About Customer

This leading, global business process outsourcing operator is extending its solution portfolio and call center footprint to offer expanded services to its more than 300 customers. The company’s customer base includes major, global clients in healthcare, financial services, communications, and travel & leisure markets. In addition to call management services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. Contact center operations are based in numerous call center facilities, also leveraging co-location data centers and home-based customer service agents using cloud-based call management platforms.

Solution

The company selected the nGeniusONE Service Assurance platform to manage the Unified Communication & Collaboration (UC&C) technology operating in its two call center locations. In deploying redundant NETSCOUT configurations in two call center locations, the company implemented nGeniusONE platform for UC&C, including G.729 codec support. In addition, the company installed InfiniStream 4595 appliances, with Adaptive Service Intelligence at its call centers, as well as nGenius 3900 Series Packet Flow Switch (PFS) technology and NETSCOUT TAPs. The company uses the 3900 Series PFS for traffic aggregation in the two data centers, including to/from distribution switches to the core, as well as from distribution switches to edge routers.

Impact #1	Improved VoIP performance issues for its call center customers
Impact #2	Enhanced call resolution troubleshooting leads to improved mean-time-to-resolution
Impact #3	High performance assured for dual data center voice network architecture

Impact #1

Improved VoIP performance issues for its call center customers

Impact #2

Enhanced call resolution troubleshooting leads to improved mean-time-to-resolution

Impact #3

High performance assured for dual data center voice network architecture

Benefit #1	Reduced call drop rate
Benefit #2	Improved Service Level Agreement (SLA) compliance

Benefit #1

Reduced call drop rate

Benefit #2

Improved Service Level Agreement (SLA) compliance

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Overview

Global Contact Center Stops Dropped Calls with nGeniusONE

Operational Impact

Quantitative Benefit