NETSCOUT Case Studies Using Smart Edge Visibility To Assure Healthcare & BPO Environments

Edit This Case Study Record

	Using Smart Edge Visibility To Assure Healthcare & BPO Environments NETSCOUT

Using Smart Edge Visibility To Assure Healthcare & BPO Environments

NETSCOUT

Technology Category	Application Infrastructure & Middleware - API Integration & Management Networks & Connectivity - Software-Defined Networking
Applicable Industries	Healthcare & Hospitals Professional Service
Applicable Functions	Business Operation Human Resources
Use Cases	Remote Collaboration
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	The BPO hosts numerous business applications in one of their technology centers, including an internally developed billing app. This billing application provided a crucial function in the healthcare’s day-to-day Contact Center operations. When a client called the healthcare’s Contact Center regarding a billing issue, the Customer Service Representative (CSR) workflow initiated a look-up from the BPO’s data lake to populate that caller’s insurance billing information on the CSR’s user interface. However, over time, the CSRs began experiencing “screen freezes” during billing look-ups, leaving them to explain these delays to customers with standard Contact Center speaking points – “The computer is running a little slow today,” for example. These scripted explanations aside, what actually happened involved the BPO’s billing application repeatedly timing out, setting, and resetting. While this represented an intermittent performance issue that inconvenienced healthcare clients on a callby-call basis, it was something that impacted Call Center Operations and CSR execution for more than one year. Read More
About Customer	This leading Business Process Outsourcer (BPO) is driving adoption of their innovative “big data” marketing applications to improve their clients’ operations, branding, customer engagement, and retention initiatives. The BPO enjoys client representation across numerous industry verticals, including insurance, media, travel, and healthcare. The company operates numerous technology centers to host these applications and other business services in geographic locations offering close proximity to their customers. The BPO enjoys a closely connected business relationship with one of their leading healthcare clients. Read More
Solution	The BPO and healthcare company each regarded this as a Tier 1 service issue, with their respective IT Operations teams performing due diligence in troubleshooting their own environments but unable to visualize what was happening “on the other side” of the transaction. IT leadership between the healthcare company and BPO came to understand they were both NETSCOUT customers, each using the nGenius Visibility as a Service (nVaaS) consultative solution for running NETSCOUT service assurance and smart edge visibility solutions to help their respective businesses and applications operate at peak efficiency. Taking the lead from these two customers, nVaaS subject matter experts collaborated with each IT organization to understand how nGeniusONE Service Assurance and NETSCOUT smart visibility resources were being used to monitor this billing transaction issue on either side. As a result of these nVaaS efforts, the BPO’s IT Operations team optimized use of additional software-based NETSCOUT InfiniStreamNG (ISNG) and nGenius Packet Broker smart visibility data sources, with this solution generating smart data from network traffic packets that enabled them to access single-pane nGeniusONE views across their end-to-end service delivery environment. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Networks & Connectivity - Software-Defined Networking

Applicable Industries

Healthcare & Hospitals

Professional Service

Applicable Functions

Business Operation

Human Resources

Use Cases

Remote Collaboration

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

The BPO hosts numerous business applications in one of their technology centers, including an internally developed billing app. This billing application provided a crucial function in the healthcare’s day-to-day Contact Center operations. When a client called the healthcare’s Contact Center regarding a billing issue, the Customer Service Representative (CSR) workflow initiated a look-up from the BPO’s data lake to populate that caller’s insurance billing information on the CSR’s user interface. However, over time, the CSRs began experiencing “screen freezes” during billing look-ups, leaving them to explain these delays to customers with standard Contact Center speaking points – “The computer is running a little slow today,” for example. These scripted explanations aside, what actually happened involved the BPO’s billing application repeatedly timing out, setting, and resetting. While this represented an intermittent performance issue that inconvenienced healthcare clients on a callby-call basis, it was something that impacted Call Center Operations and CSR execution for more than one year.

About Customer

This leading Business Process Outsourcer (BPO) is driving adoption of their innovative “big data” marketing applications to improve their clients’ operations, branding, customer engagement, and retention initiatives. The BPO enjoys client representation across numerous industry verticals, including insurance, media, travel, and healthcare. The company operates numerous technology centers to host these applications and other business services in geographic locations offering close proximity to their customers. The BPO enjoys a closely connected business relationship with one of their leading healthcare clients.

Solution

The BPO and healthcare company each regarded this as a Tier 1 service issue, with their respective IT Operations teams performing due diligence in troubleshooting their own environments but unable to visualize what was happening “on the other side” of the transaction. IT leadership between the healthcare company and BPO came to understand they were both NETSCOUT customers, each using the nGenius Visibility as a Service (nVaaS) consultative solution for running NETSCOUT service assurance and smart edge visibility solutions to help their respective businesses and applications operate at peak efficiency. Taking the lead from these two customers, nVaaS subject matter experts collaborated with each IT organization to understand how nGeniusONE Service Assurance and NETSCOUT smart visibility resources were being used to monitor this billing transaction issue on either side. As a result of these nVaaS efforts, the BPO’s IT Operations team optimized use of additional software-based NETSCOUT InfiniStreamNG (ISNG) and nGenius Packet Broker smart visibility data sources, with this solution generating smart data from network traffic packets that enabled them to access single-pane nGeniusONE views across their end-to-end service delivery environment.

Impact #1	Improved healthcare Contact Center performance for clients
Impact #2	nVaaS-guided understanding of service edge visibility across healthcare and BPO enhanced shared service delivery
Impact #3	Optimized use of additional software-based NETSCOUT InfiniStreamNG (ISNG) and nGenius Packet Broker smart visibility data sources

Impact #1

Improved healthcare Contact Center performance for clients

Impact #2

nVaaS-guided understanding of service edge visibility across healthcare and BPO enhanced shared service delivery

Impact #3

Optimized use of additional software-based NETSCOUT InfiniStreamNG (ISNG) and nGenius Packet Broker smart visibility data sources

Benefit #1	Resolved an intermittent healthcare company’s Contact Center performance issue long before sustained impact to clients and the respective brand reputations of the healthcare and BPO

Benefit #1

Resolved an intermittent healthcare company’s Contact Center performance issue long before sustained impact to clients and the respective brand reputations of the healthcare and BPO

Download PDF Version

Overview

Using Smart Edge Visibility To Assure Healthcare & BPO Environments

Operational Impact

Quantitative Benefit