The company implemented NETSCOUT’s carrier-grade VoIP Assurance for Cloud Communications Providers. This solution provided at-a-glance visibility to the most common audio quality problems. It also enabled the creation of a best-practice repository of common workflows for recurring problems. Furthermore, it facilitated easy sharing of in-progress investigation when escalation could not be avoided. This solution empowered lower tiers to close more tickets, which helped improve morale, reduce escalations, and minimize overall troubleshooting costs.
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