NETSCOUT Case Studies Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT

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	Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT NETSCOUT

Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management Infrastructure as a Service (IaaS) - Cloud Computing Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions	Sales & Marketing
Services	Cloud Planning, Design & Implementation Services System Integration Testing & Certification
Challenge	The resort, part of a major global hospitality and entertainment company, was implementing several data center transformations, including migration to Cisco ACI technology, transition to a Software as a Service application for their reservations application, and enhancements in their contact centers and Unified Communications & Collaboration (UC&C) services for guests speaking with service representatives. During the migration to ACI in their data center, the IT staff needed to troubleshoot a couple of Severity 1 incidents. It was challenging, time-consuming, and put the quality of guests experience at risk. The IT organization quickly recognized the need for in-depth visibility to pinpoint the source of these disruptions. Read More
About Customer	The customer is a resort that is part of a major global hospitality and entertainment company based in the U.S. The company generates $10 billion in revenue annually and prides itself on delivering a premier digital experience for its tens of thousands of annual customers. The resort has thousands of rooms on several acres of property. The digital experience starts before guests arrive on site, with a stellar Web portal and online reservation experience. Once on property, performance of guest services, from rooms, conference floors, and over Wi-Fi, across the campus is a key concern for their IT organization. The company operates in a climate that thrives on consumer reviews and social media posts, making it crucial to maintain a high-quality guest experience. Read More
Solution	The IT staff selected the nGeniusONE Service Assurance platform along with several NETSCOUT Certified InfiniStreamNG (ISNG) Software Appliances and vSTREAM virtual appliances for visibility into their new data center and SaaS services. nGeniusONE is an enterprise-wide solution that relies on NETSCOUT’s patented Adaptive Service Intelligence (ASI) technology found in the ISNG family of appliances. This technology, which leverages packet data for fast, context-based, vendor-independent analysis, feeds the nGeniusONE platform for real-time analysis of issues impacting application performance. The IT staff also incorporated NETSCOUT’s nGenius Visibility as a Service (nGenius VaaS), which operates like an extension of their own IT team. nGenius VaaS is a team of nGeniusONE experts that operates the hospitality’s nGeniusONE solution and performs proactive monitoring, analysis, alerting, and collaborative troubleshooting. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Infrastructure as a Service (IaaS) - Cloud Computing

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services

System Integration

Testing & Certification

Challenge

The resort, part of a major global hospitality and entertainment company, was implementing several data center transformations, including migration to Cisco ACI technology, transition to a Software as a Service application for their reservations application, and enhancements in their contact centers and Unified Communications & Collaboration (UC&C) services for guests speaking with service representatives. During the migration to ACI in their data center, the IT staff needed to troubleshoot a couple of Severity 1 incidents. It was challenging, time-consuming, and put the quality of guests experience at risk. The IT organization quickly recognized the need for in-depth visibility to pinpoint the source of these disruptions.

About Customer

The customer is a resort that is part of a major global hospitality and entertainment company based in the U.S. The company generates $10 billion in revenue annually and prides itself on delivering a premier digital experience for its tens of thousands of annual customers. The resort has thousands of rooms on several acres of property. The digital experience starts before guests arrive on site, with a stellar Web portal and online reservation experience. Once on property, performance of guest services, from rooms, conference floors, and over Wi-Fi, across the campus is a key concern for their IT organization. The company operates in a climate that thrives on consumer reviews and social media posts, making it crucial to maintain a high-quality guest experience.

Solution

The IT staff selected the nGeniusONE Service Assurance platform along with several NETSCOUT Certified InfiniStreamNG (ISNG) Software Appliances and vSTREAM virtual appliances for visibility into their new data center and SaaS services. nGeniusONE is an enterprise-wide solution that relies on NETSCOUT’s patented Adaptive Service Intelligence (ASI) technology found in the ISNG family of appliances. This technology, which leverages packet data for fast, context-based, vendor-independent analysis, feeds the nGeniusONE platform for real-time analysis of issues impacting application performance. The IT staff also incorporated NETSCOUT’s nGenius Visibility as a Service (nGenius VaaS), which operates like an extension of their own IT team. nGenius VaaS is a team of nGeniusONE experts that operates the hospitality’s nGeniusONE solution and performs proactive monitoring, analysis, alerting, and collaborative troubleshooting.

Impact #1	Reduced Mean-Time-to-Resolve (MTTR) issues with their reservation, voice, and other services that can impact their guests’ experiences.
Impact #2	Improved Mean-Time-to-Knowledge (MTTK) at the point of failure or degradation with nGenius VaaS.
Impact #3	Benefited from the strategic, actionable insights into the data available in reports, dashboards, and granular views to improve their proactive troubleshooting.

Impact #1

Reduced Mean-Time-to-Resolve (MTTR) issues with their reservation, voice, and other services that can impact their guests’ experiences.

Impact #2

Improved Mean-Time-to-Knowledge (MTTK) at the point of failure or degradation with nGenius VaaS.

Impact #3

Benefited from the strategic, actionable insights into the data available in reports, dashboards, and granular views to improve their proactive troubleshooting.

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Overview

Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT

Operational Impact