NETSCOUT Case Studies Leading Global Financial Services Company Assures High Performance of Unified Communications Services with NETSCOUT

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	Leading Global Financial Services Company Assures High Performance of Unified Communications Services with NETSCOUT NETSCOUT

Leading Global Financial Services Company Assures High Performance of Unified Communications Services with NETSCOUT

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management Networks & Connectivity - Software-Defined Networking
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Regulatory Compliance Monitoring Remote Collaboration Remote Control
Services	System Integration Testing & Certification
Challenge	The financial services company was evolving a large scale multi-vendor Unified Communications (UC) rollout. The multi-step process to deliver advanced real-time communication services to the over 40 operations centers offered improved cost savings, reduced transaction time, and increased efficiency. The primary concerns of the key stakeholders responsible for the implementation were successful deployment and investment protection; minimizing the cost of ownership was important as well. IT management tasked the operations team with the development of a Video Quality Project roadmap, which outlined the processes, tool sets and hurdles impacting the initiative. The goal was to allow the video team to evolve the current reactive process to a proactive process in the identification, notification, troubleshooting and resolution of video quality issues. Read More
About Customer	This leading global financial services company provides investment services to over 20 million individual and institutional clients, providing open-end mutual funds, retirement planning, portfolio guidance and brokerage services. With over 35,000 employees and $1.5 trillion dollars in assets under management, they rank as one of the largest financial institutions in the world. Although the fund company is geographically distributed globally, the majority of its over 40 corporate operations and 140 smaller brokerage offices are U.S. based. The success of this financial services company is dependent upon up-to date-pricing, reliable high-performance communications, and exemplary customer service. All communications are not only federally governed by Sarbanes-Oxley (SOX) for accuracy, but are required to be accessible 24/7 to investors as well as employees. The company relies on its service delivery infrastructure to assure the delivery of financial transactions as well as the reliability of internal and customer-facing applications and services. Read More
Solution	The company selected nGenius UC Server for its ability to analyze voice and video performance, independent of the endpoint, mid-point, or vendor-specific data. During the testing phase, the IT team found that nGenius UC Server detected several issues that were affecting the performance and reliability of their Internet Protocol Telephony (IPT). nGenius UC Server provided the operational tools to manage service delivery within the company’s UC network. Through real-time monitoring of voice and video calls, the nGenius solution provided pervasive visibility of UC performance and proactively identified calls that were breaching predetermined quality-control thresholds. The serviceoriented workflows helped effectively triage the source of the UC services performance degradations and repair the problem. By utilizing historical reports provided by the nGenius UC Server, the Video Quality Project team was able to review call history to aid in investigation as well as delivering businessrelevant Voice over IP (VoIP) performance reporting for key stakeholders including user groups and operational teams. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Networks & Connectivity - Software-Defined Networking

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Regulatory Compliance Monitoring

Remote Collaboration

Remote Control

Services

System Integration

Testing & Certification

Challenge

The financial services company was evolving a large scale multi-vendor Unified Communications (UC) rollout. The multi-step process to deliver advanced real-time communication services to the over 40 operations centers offered improved cost savings, reduced transaction time, and increased efficiency. The primary concerns of the key stakeholders responsible for the implementation were successful deployment and investment protection; minimizing the cost of ownership was important as well. IT management tasked the operations team with the development of a Video Quality Project roadmap, which outlined the processes, tool sets and hurdles impacting the initiative. The goal was to allow the video team to evolve the current reactive process to a proactive process in the identification, notification, troubleshooting and resolution of video quality issues.

About Customer

This leading global financial services company provides investment services to over 20 million individual and institutional clients, providing open-end mutual funds, retirement planning, portfolio guidance and brokerage services. With over 35,000 employees and $1.5 trillion dollars in assets under management, they rank as one of the largest financial institutions in the world. Although the fund company is geographically distributed globally, the majority of its over 40 corporate operations and 140 smaller brokerage offices are U.S. based. The success of this financial services company is dependent upon up-to date-pricing, reliable high-performance communications, and exemplary customer service. All communications are not only federally governed by Sarbanes-Oxley (SOX) for accuracy, but are required to be accessible 24/7 to investors as well as employees. The company relies on its service delivery infrastructure to assure the delivery of financial transactions as well as the reliability of internal and customer-facing applications and services.

Solution

The company selected nGenius UC Server for its ability to analyze voice and video performance, independent of the endpoint, mid-point, or vendor-specific data. During the testing phase, the IT team found that nGenius UC Server detected several issues that were affecting the performance and reliability of their Internet Protocol Telephony (IPT). nGenius UC Server provided the operational tools to manage service delivery within the company’s UC network. Through real-time monitoring of voice and video calls, the nGenius solution provided pervasive visibility of UC performance and proactively identified calls that were breaching predetermined quality-control thresholds. The serviceoriented workflows helped effectively triage the source of the UC services performance degradations and repair the problem. By utilizing historical reports provided by the nGenius UC Server, the Video Quality Project team was able to review call history to aid in investigation as well as delivering businessrelevant Voice over IP (VoIP) performance reporting for key stakeholders including user groups and operational teams.

Impact #1	Proactive UC performance management using real time alerts on any voice or video call’s performance degradations.
Impact #2	Effective triage, which helps pinpoint the root cause of problems while reducing the troubleshooting time and MTTR.
Impact #3	Minimal trouble ticketing bounce back by including the diagnostic details delivered by nGenius UC Server, which contains details about what occurred, where it occurred and to whom it affected.

Impact #1

Proactive UC performance management using real time alerts on any voice or video call’s performance degradations.

Impact #2

Effective triage, which helps pinpoint the root cause of problems while reducing the troubleshooting time and MTTR.

Impact #3

Minimal trouble ticketing bounce back by including the diagnostic details delivered by nGenius UC Server, which contains details about what occurred, where it occurred and to whom it affected.

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Overview

Leading Global Financial Services Company Assures High Performance of Unified Communications Services with NETSCOUT

Operational Impact