nGeniusONE: Pinpoints Source of Voice Quality Issues in Call Center, Ensuring Better Customer Experience

The bank was engaged in a high-profile, multi-faceted, and costly unified communication (UC) upgrade project across their call centers and data centers, moving to Session Initiation Protocol (SIP) trunking from a traditional time-division multiplexing (TDM) model. This initiative was projected to save the company $1 million per month. However, this multi-vendor voice environment required 24-hour uptime, which was being compromised by quality of service (QoS) issues. Queues began filling up as calls flooded into the call centers, resulting in long delays, which in turn negatively impacted the customer service experience. IT was faced with the significant challenge of finding the source of the problem among different session border controller (SBC), media Intranet and voice over Internet protocol (VoIP) technology vendors. Lacking vendor-independent visibility into this complex environment resulted in massive finger pointing and long delays in resolving issues.

The customer is a large U.S. commercial bank that has been serving customers for more than a century. As one of the top five banks in the nation, they offer a full line of services, including 24-hour banking at branches or via customer-facing call centers available to nearly 20 million customers. They operate through more than 3,000 offices in 25 states.