NETSCOUT Case Studies Insurer Regains Remote Workforce Visibility With NETSCOUT Smart Edge Monitoring

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	Insurer Regains Remote Workforce Visibility With NETSCOUT Smart Edge Monitoring NETSCOUT

Insurer Regains Remote Workforce Visibility With NETSCOUT Smart Edge Monitoring

NETSCOUT

Technology Category	Analytics & Modeling - Real Time Analytics Networks & Connectivity - Software-Defined Networking
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Business Operation
Use Cases	Remote Asset Management Remote Collaboration
Services	System Integration Training
Challenge	The company’s insurance delivery, subscriber needs, and employee experience were all vastly changed as a result of the COVID-19 pandemic. Insurance business volume had increased to more than 40 million annual transactions. Nearly 5,000 employees had transitioned from on-premises locations to work-from-home (WFH) environments, including a vast population of Call Center Agents. With more WFH employees, the network and application monitoring effort now included an expanded remote/client service edge of the network that had not yet been instrumented with NETSCOUT smart visibility sources. Similarly, the network edge had expanded to include cloud edges associated with recently completed moves to Equinix Co-located (Co-lo) data centers, Microsoft Azure and Oracle multi-cloud services, and a Cisco® Application Centric Infrastructure (ACI) software-defined networking (SDN) architecture. With blind spots across numerous network edges and on-the-move user and technology services, the IT team was further challenged when outages increased and Help Desk tickets took longer to close. Read More
About Customer	This regional healthcare insurer altered their traditional coverage approaches to better support the expanded needs of subscribers during early phases of the COVID-19 pandemic. Their related guidance included fast-tracking telemedicine pilots, encouraging subscriber use of telehealth services, and coordinating home testing for diabetes and cancer screening. For years, the IT team has relied on forensic analytics offered by the nGeniusONE Service Assurance platform, trusting NETSCOUT’s packet-based data approach to manage their postevent incident response activities. Read More
Solution	The IT team added remote client and cloud edge visibility and regained control of remote employee experience and insurance delivery processes. By incrementally enhancing their existing nGeniusONE and ISNG investments, NETSCOUT Smart Edge Monitoring added smart visibility instrumentation across data center, Equinix Co-lo, multi-cloud, and WFH environments in a manner that enhanced cross-IT operations use — including Infrastructure, Collaboration, Video, UC, Voice, Network Infrastructure, End-User teams. Smart Edge Monitoring uses NETSCOUT’s Adaptive Service Intelligence® (ASI) technology to integrate end-user experience synthetic testing results from nGeniusPULSE nPoint sensors with network packet flow data from the ISNG appliances into smart data consumed by nGeniusONE to provide analysis on alarming, viewing, trending, and contextual workflows, which enabled this cross-IT team to visualize and address emerging performance problems across their WFH user base, including how Call Center Agents and remote employees accessed and interacted with Unified Communications as Service (UCaaS), voice, and video technology investments. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Networks & Connectivity - Software-Defined Networking

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Business Operation

Use Cases

Remote Asset Management

Remote Collaboration

Services

System Integration

Training

Challenge

The company’s insurance delivery, subscriber needs, and employee experience were all vastly changed as a result of the COVID-19 pandemic. Insurance business volume had increased to more than 40 million annual transactions. Nearly 5,000 employees had transitioned from on-premises locations to work-from-home (WFH) environments, including a vast population of Call Center Agents. With more WFH employees, the network and application monitoring effort now included an expanded remote/client service edge of the network that had not yet been instrumented with NETSCOUT smart visibility sources. Similarly, the network edge had expanded to include cloud edges associated with recently completed moves to Equinix Co-located (Co-lo) data centers, Microsoft Azure and Oracle multi-cloud services, and a Cisco® Application Centric Infrastructure (ACI) software-defined networking (SDN) architecture. With blind spots across numerous network edges and on-the-move user and technology services, the IT team was further challenged when outages increased and Help Desk tickets took longer to close.

About Customer

This regional healthcare insurer altered their traditional coverage approaches to better support the expanded needs of subscribers during early phases of the COVID-19 pandemic. Their related guidance included fast-tracking telemedicine pilots, encouraging subscriber use of telehealth services, and coordinating home testing for diabetes and cancer screening. For years, the IT team has relied on forensic analytics offered by the nGeniusONE Service Assurance platform, trusting NETSCOUT’s packet-based data approach to manage their postevent incident response activities.

Solution

The IT team added remote client and cloud edge visibility and regained control of remote employee experience and insurance delivery processes. By incrementally enhancing their existing nGeniusONE and ISNG investments, NETSCOUT Smart Edge Monitoring added smart visibility instrumentation across data center, Equinix Co-lo, multi-cloud, and WFH environments in a manner that enhanced cross-IT operations use — including Infrastructure, Collaboration, Video, UC, Voice, Network Infrastructure, End-User teams. Smart Edge Monitoring uses NETSCOUT’s Adaptive Service Intelligence® (ASI) technology to integrate end-user experience synthetic testing results from nGeniusPULSE nPoint sensors with network packet flow data from the ISNG appliances into smart data consumed by nGeniusONE to provide analysis on alarming, viewing, trending, and contextual workflows, which enabled this cross-IT team to visualize and address emerging performance problems across their WFH user base, including how Call Center Agents and remote employees accessed and interacted with Unified Communications as Service (UCaaS), voice, and video technology investments.

Impact #1	Regained visibility of workforce, regardless of location, service edge, or application in use
Impact #2	Improved visibility and real-time snapshots into technology performance, user experience, and subscriber-facing applications
Impact #3	Reduced outages and improved insurance service reliability

Impact #1

Regained visibility of workforce, regardless of location, service edge, or application in use

Impact #2

Improved visibility and real-time snapshots into technology performance, user experience, and subscriber-facing applications

Impact #3

Reduced outages and improved insurance service reliability

Benefit #1	Insurance business volume had increased to more than 40 million annual transactions
Benefit #2	Nearly 5,000 employees had transitioned from on-premises locations to work-from-home (WFH) environments

Benefit #1

Insurance business volume had increased to more than 40 million annual transactions

Benefit #2

Nearly 5,000 employees had transitioned from on-premises locations to work-from-home (WFH) environments

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Overview

Insurer Regains Remote Workforce Visibility With NETSCOUT Smart Edge Monitoring

Operational Impact

Quantitative Benefit