NETSCOUT Case Studies Government Agency Successfully Establishes Outsourced Call Center for Citizens during COVID-19

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	Government Agency Successfully Establishes Outsourced Call Center for Citizens during COVID-19 NETSCOUT

Government Agency Successfully Establishes Outsourced Call Center for Citizens during COVID-19

NETSCOUT

Technology Category	Infrastructure as a Service (IaaS) - Cloud Computing Platform as a Service (PaaS) - Connectivity Platforms
Use Cases	Remote Collaboration
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	The global Contact Center Services Provider (CCSP) was tasked with managing a customer-facing, next-generation Cisco Webex platform for a government agency. The agency was transitioning their Unified Communications (UC) Call Center technology platform to an outsourced service model due to the onset of the COVID-19 pandemic. The pandemic had caused an increase in unemployed workers and those transitioning to remote office environments, escalating the need to provide citizens with uninterrupted remote access to this critical federal government support program. The CCSP had to establish this new contact center platform in an unusually short timeframe. Read More
About Customer	The customer is a global Contact Center Services Provider (CCSP) that delivers Call Center services to hundreds of worldwide clients, using numerous data center facilities around the world. The company’s client base includes global organizations in the government, healthcare, financial services, communications, and travel & leisure businesses. In addition to Call Management and Contact Center Services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. The company’s total business supports more than $3.5 million in daily financial transactions across six continents, with more than 45,000 Customer Service Agents working to help the CCSP earn high marks for customer satisfaction. Read More
Solution	The CCSP relied on the proven, production-ready nGeniusONE platform, as well as NETSCOUT subject matter experts familiar with both the CCSP’s hosting operations and Cisco’s Webex UC platform. The CCSP used a NETSCOUT implementation already integrated in the standard deployment model established for all new clients, which includes nGeniusONE, offering real-time performance analytics for UC&C, application, network services, and next-generation cloud and virtual platforms. NETSCOUT Certified InfiniStreamNG (ISNG) software appliances were used, providing smart visibility for the newly deployed Cisco Webex UC architecture operating in the UCaaS environment. Packet Flow Operating System (PFOS) Software for Certified Packet Flow Switch 5110 was used, which supports high performance in Cisco’s ACI SDN environment by monitoring both logical and physical connections. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing

Platform as a Service (PaaS) - Connectivity Platforms

Use Cases

Remote Collaboration

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

The global Contact Center Services Provider (CCSP) was tasked with managing a customer-facing, next-generation Cisco Webex platform for a government agency. The agency was transitioning their Unified Communications (UC) Call Center technology platform to an outsourced service model due to the onset of the COVID-19 pandemic. The pandemic had caused an increase in unemployed workers and those transitioning to remote office environments, escalating the need to provide citizens with uninterrupted remote access to this critical federal government support program. The CCSP had to establish this new contact center platform in an unusually short timeframe.

About Customer

The customer is a global Contact Center Services Provider (CCSP) that delivers Call Center services to hundreds of worldwide clients, using numerous data center facilities around the world. The company’s client base includes global organizations in the government, healthcare, financial services, communications, and travel & leisure businesses. In addition to Call Management and Contact Center Services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. The company’s total business supports more than $3.5 million in daily financial transactions across six continents, with more than 45,000 Customer Service Agents working to help the CCSP earn high marks for customer satisfaction.

Solution

The CCSP relied on the proven, production-ready nGeniusONE platform, as well as NETSCOUT subject matter experts familiar with both the CCSP’s hosting operations and Cisco’s Webex UC platform. The CCSP used a NETSCOUT implementation already integrated in the standard deployment model established for all new clients, which includes nGeniusONE, offering real-time performance analytics for UC&C, application, network services, and next-generation cloud and virtual platforms. NETSCOUT Certified InfiniStreamNG (ISNG) software appliances were used, providing smart visibility for the newly deployed Cisco Webex UC architecture operating in the UCaaS environment. Packet Flow Operating System (PFOS) Software for Certified Packet Flow Switch 5110 was used, which supports high performance in Cisco’s ACI SDN environment by monitoring both logical and physical connections.

Impact #1	Uninterrupted federal benefits delivery to citizens in need
Impact #2	CCSP’s reputation in government sector enhanced by rapid Call Center establishment expertise
Impact #3	Quick establishment of a next-generation Call Center technology platform without service interruption, citizen complaints, or adverse media coverage

Impact #1

Uninterrupted federal benefits delivery to citizens in need

Impact #2

CCSP’s reputation in government sector enhanced by rapid Call Center establishment expertise

Impact #3

Quick establishment of a next-generation Call Center technology platform without service interruption, citizen complaints, or adverse media coverage

Benefit #1	Supports more than $3.5 million in daily financial transactions across six continents
Benefit #2	Supports tens of thousands of concurrent telephone calls from citizens with questions regarding benefits assistance

Benefit #1

Supports more than $3.5 million in daily financial transactions across six continents

Benefit #2

Supports tens of thousands of concurrent telephone calls from citizens with questions regarding benefits assistance

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Overview

Government Agency Successfully Establishes Outsourced Call Center for Citizens during COVID-19

Operational Impact

Quantitative Benefit