Case Studies

Leading Financial Assures Remote Banking Operations for Customers

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E N T E R P R I S E l CASE STUDY l Customer Profile This industry-leading international financial company offers retail banking solutions to millions of customers, including personal, small business, and commercial banking products. The bank maintains semi-autonomous business operations across the globe. With this organizational structure, in-country business hubs are responsible for local financial services delivery in their regional markets, including operating a network of traditional retail banking branches and automated teller machines (ATMs). Their Call Center operation is similarly organized into regional delivery facilities, with some larger retail bank branches also incorporating local personnel to complement the customer service agents working at these telebanking support centers. The bank maintains a significant information technology (IT) commitment to support business delivery to its clients and support its agents and has for years used NETSCOUT solutions to assist those efforts. The Challenge The arrival of the COVID-19 pandemic required this bank to close numerous regional branches, prompting leadership to alternatively position 24/7 customer account access through mobile and online applications, as well as telebanking. While customers were using these account access options, many banking employees were now moving their offices to their at-home locations. With increased use of remote business operations, the company's IT team needed to prioritize the performance of the virtual private network (VPN) and Citrix Virtual Desktop Infrastructure (VDI) now critical to successful day-to-day financial service delivery. With millions of global clients now reliant on uninterrupted remote account access, it was critical that remote banking operations work seamlessly. OVERVIEW The Challenge • Local IT team unable to visualize Citrix Virtual Desktop Infrastructure environment • Increasing organizational reliance on virtual network and applications The Solution • nGeniusONE ® Service Assurance platform, with UC&C smart analytics • NETSCOUT ® Certified InfiniStreamNG ® software appliances • NETSCOUT Packet Flow Operating System™ software for Certified PFS 5010 The Results • Uninterrupted customer access to banking transactions • Assured performance of virtual network and application resources required for financial transaction delivery Leading Financial Assures Remote Banking Operations for Customers Citrix VDI Application and VPN Business Continuity Monitoring with NETSCOUT

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