NETSCOUT Case Studies Multinational Financial Services Corporation Gains Control of their Unified Communications Infrastructure with NETSCOUT

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	Multinational Financial Services Corporation Gains Control of their Unified Communications Infrastructure with NETSCOUT NETSCOUT

Multinational Financial Services Corporation Gains Control of their Unified Communications Infrastructure with NETSCOUT

NETSCOUT

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Infrastructure as a Service (IaaS) - Hybrid Cloud
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Cybersecurity Remote Collaboration
Services	System Integration
Challenge	The organization is responsible for a complex voice and video communications deployment. The UC and Call Center applications alone come from four different vendors. The deployment serves multiple locations and is spread across a Hybrid Cloud environment. When issues occurred, the first step in problem resolution was too often finger pointing between the various application and network providers. While the organization needed to hold vendors accountable for issues, relying on them to determine a root cause was problematic. First, diagnosis was more time consuming than necessary. Second, supplying the level of network access required to diagnose problems raised security concerns. Read More
About Customer	This global financial services company, with over $1.5 trillion in assets, offers a wide variety of products and services to commercial and consumer segments. Wanting to provide customers industry-leading access to services, the company is at the forefront of using Unified Communications to enhance customer experience. Additionally, the company uses Unified Communications to streamline internal business processes and improve response time. Read More
Solution	In order to address these challenges, the organization turned to NETSCOUT’s Spectra2 solution. NETSCOUT’s Spectra2 solution helps eliminate the major pain points with next generation communications. For this organization, that means finding the root cause of problems quickly and without the guesswork. Using Spectra2, staff engineers can recreate problem scenarios by generating voice calls that replicate the conditions that resulted in an unexpected call drop, poor voice quality, or a failure to connect. By recreating the transaction that caused a problem, the root cause is rapidly identified. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Infrastructure as a Service (IaaS) - Hybrid Cloud

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Cybersecurity

Remote Collaboration

Services

System Integration

Challenge

The organization is responsible for a complex voice and video communications deployment. The UC and Call Center applications alone come from four different vendors. The deployment serves multiple locations and is spread across a Hybrid Cloud environment. When issues occurred, the first step in problem resolution was too often finger pointing between the various application and network providers. While the organization needed to hold vendors accountable for issues, relying on them to determine a root cause was problematic. First, diagnosis was more time consuming than necessary. Second, supplying the level of network access required to diagnose problems raised security concerns.

About Customer

This global financial services company, with over $1.5 trillion in assets, offers a wide variety of products and services to commercial and consumer segments. Wanting to provide customers industry-leading access to services, the company is at the forefront of using Unified Communications to enhance customer experience. Additionally, the company uses Unified Communications to streamline internal business processes and improve response time.

Solution

In order to address these challenges, the organization turned to NETSCOUT’s Spectra2 solution. NETSCOUT’s Spectra2 solution helps eliminate the major pain points with next generation communications. For this organization, that means finding the root cause of problems quickly and without the guesswork. Using Spectra2, staff engineers can recreate problem scenarios by generating voice calls that replicate the conditions that resulted in an unexpected call drop, poor voice quality, or a failure to connect. By recreating the transaction that caused a problem, the root cause is rapidly identified.

Impact #1	Identifying Root-Cause Faster In some cases, shortening the cycle from 3 days to less than 5 hours - an 85% reduction.
Impact #2	Reducing Security Risks By identifying problems with staff engineers, 3rd party access to the production environment is greatly reduced.
Impact #3	Fixing Problems Before Users Are Impacted Targeted test cases uncovered call routing failures and dropped call scenarios in the global call center infrastructure.

Impact #1

Identifying Root-Cause Faster In some cases, shortening the cycle from 3 days to less than 5 hours - an 85% reduction.

Impact #2

Reducing Security Risks By identifying problems with staff engineers, 3rd party access to the production environment is greatly reduced.

Impact #3

Fixing Problems Before Users Are Impacted Targeted test cases uncovered call routing failures and dropped call scenarios in the global call center infrastructure.

Benefit #1	Reduced time to fix (TTF) UC related issues by 85%

Benefit #1

Reduced time to fix (TTF) UC related issues by 85%

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Overview

Multinational Financial Services Corporation Gains Control of their Unified Communications Infrastructure with NETSCOUT

Operational Impact

Quantitative Benefit