NETSCOUT Case Studies Improved Contact Center Experience for Patients – Just What the Doctor Ordered!

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	Improved Contact Center Experience for Patients – Just What the Doctor Ordered! NETSCOUT

Improved Contact Center Experience for Patients – Just What the Doctor Ordered!

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Services	System Integration Testing & Certification
Challenge	The healthcare provider was facing challenges in ensuring high-quality subscriber exchanges with their Contact Center in support of insurance issues. They were experiencing ongoing IT challenges in differentiating application, network, UC, and service interdependency performance issues. The expansion of their remote facilities environment required visibility and monitoring. The healthcare provider’s business growth presented other challenges to the IT team. Their real estate footprint had grown to a total of 75 agent locations and 125 remote sites, which all now required visibility and performance monitoring. The IT team had found other tools and approaches woefully ineffective, and they had grown increasingly frustrated regarding this lack of visibility. Read More
About Customer	The customer is a leading U.S. healthcare provider that has been delivering family, emergency, and specialty care services for over 50 years. They support more than 9 million patients across numerous regions. The healthcare provider is committed to delivering safe, swift diagnoses and personalized treatment plans to its patients, and that requires allocating significant organizational resources to both staffing and regional delivery. As part of the organization’s attention to patient care, the healthcare provider offers their subscribers ready access to knowledgeable representatives through a highly available Contact Center that is tasked with addressing insurance questions and business issues. Read More
Solution	The healthcare provider enhanced visibility and management of their expanded business service environment by installing NETSCOUT® InfiniStreamNG (ISNG) appliances and nGenius packet flow appliances at two primary data centers. The IT team now benefits from pervasive visibility into network traffic flows, using the nGeniusONE Service Assurance platform with NETSCOUT’s patented Adaptive Service Intelligence™ (ASI) technology to convert the healthcare provider’s high-value network packet data to generate “smart data” for nGeniusONE’s smarter analytics. In promoting this pervasive visibility, the nGenius packet flow switches installed at the data centers reliably feed network traffic to the ISNG appliances hosting ASI technology. As a result, the IT team has visibility that was formerly lacking into voice streams, with nGeniusONE service dashboard and service monitor analysis providing singlepane views into VoIP performance and Contact Center agent experience. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Services

System Integration

Testing & Certification

Challenge

The healthcare provider was facing challenges in ensuring high-quality subscriber exchanges with their Contact Center in support of insurance issues. They were experiencing ongoing IT challenges in differentiating application, network, UC, and service interdependency performance issues. The expansion of their remote facilities environment required visibility and monitoring. The healthcare provider’s business growth presented other challenges to the IT team. Their real estate footprint had grown to a total of 75 agent locations and 125 remote sites, which all now required visibility and performance monitoring. The IT team had found other tools and approaches woefully ineffective, and they had grown increasingly frustrated regarding this lack of visibility.

About Customer

The customer is a leading U.S. healthcare provider that has been delivering family, emergency, and specialty care services for over 50 years. They support more than 9 million patients across numerous regions. The healthcare provider is committed to delivering safe, swift diagnoses and personalized treatment plans to its patients, and that requires allocating significant organizational resources to both staffing and regional delivery. As part of the organization’s attention to patient care, the healthcare provider offers their subscribers ready access to knowledgeable representatives through a highly available Contact Center that is tasked with addressing insurance questions and business issues.

Solution

The healthcare provider enhanced visibility and management of their expanded business service environment by installing NETSCOUT® InfiniStreamNG (ISNG) appliances and nGenius packet flow appliances at two primary data centers. The IT team now benefits from pervasive visibility into network traffic flows, using the nGeniusONE Service Assurance platform with NETSCOUT’s patented Adaptive Service Intelligence™ (ASI) technology to convert the healthcare provider’s high-value network packet data to generate “smart data” for nGeniusONE’s smarter analytics. In promoting this pervasive visibility, the nGenius packet flow switches installed at the data centers reliably feed network traffic to the ISNG appliances hosting ASI technology. As a result, the IT team has visibility that was formerly lacking into voice streams, with nGeniusONE service dashboard and service monitor analysis providing singlepane views into VoIP performance and Contact Center agent experience.

Impact #1	Improved subscriber experience in resolving their insurance issues
Impact #2	Enhanced application performance troubleshooting reduces superfluous NOC calls
Impact #3	The IT team gained remote site visibility by deploying NETSCOUT’s nGeniusPULSE solution to perform synthetic business service delivery testing and make VoIP calls, finding potential user experience issues before patients are impacted

Impact #1

Improved subscriber experience in resolving their insurance issues

Impact #2

Enhanced application performance troubleshooting reduces superfluous NOC calls

Impact #3

The IT team gained remote site visibility by deploying NETSCOUT’s nGeniusPULSE solution to perform synthetic business service delivery testing and make VoIP calls, finding potential user experience issues before patients are impacted

Benefit #1	More than 35 additional remote sites were accessing the Contact Center’s Voice over IP (VoIP) services
Benefit #2	There was an increase of 50,000+ daily subscriber calls requiring requests all involving successful Voice over IP (VoIP) setup and efficient Contact Center agent access to patients’ insurance records

Benefit #1

More than 35 additional remote sites were accessing the Contact Center’s Voice over IP (VoIP) services

Benefit #2

There was an increase of 50,000+ daily subscriber calls requiring requests all involving successful Voice over IP (VoIP) setup and efficient Contact Center agent access to patients’ insurance records

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Overview

Improved Contact Center Experience for Patients – Just What the Doctor Ordered!

Operational Impact

Quantitative Benefit