Global Technology Innovator Assures Unified Communications Services Performance with NETSCOUT

The IT teams responsible for supporting the company’s global voice and video infrastructure faced significant challenges due to the high volume of communication outages, dropped calls, and poor call quality within call centers and across its numerous retail stores. With thousands of inbound calls from customers seeking technical support, new product sales and internal conversations, supporting the company’s existing Session Initiation Protocol (SIP) trunking deployment proved problematic. These unified communication (UC) issues led to a noticeable drop in customer satisfaction scores, which have long been a strategic pillar of the company’s iconic brand. Since converting to a SIP trunked topology, IT has struggled to triage and isolate connection issues and voice quality problems, even after a wholesale upgrade of all of their Session Border Controllers (SBCs). A variety of voice groups were tasked with routing calls through their aggregated SIP trunks, but because each group utilized different troubleshooting tools, there was a severe lack of correlation and communication across groups, which created inadequate and inefficient problem resolution.

As one of the world’s leading technology innovators, this company has built its success on designing, building and marketing a wide array of technology products for business and commercial use. They have developed a passionate and highly loyal customer base over the years and have very strong financials. The company uses a diverse go-to-market strategy that includes online sales, distributors and retail stores. The IT teams responsible for supporting the company’s global voice and video infrastructure faced significant challenges due to the high volume of communication outages, dropped calls, and poor call quality within call centers and across its numerous retail stores.