Case Studies

Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT

NETSCOUT Case Studies

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E N T E R P R I S E l CASE STUDY l Customer Profile This resort is part of a major global hospitality and entertainment company based in the U.S., generating $10 billion in revenue annually. With thousands of rooms on more than several acres of property, the resort prides itself on delivering a premier digital experience from anywhere for their tens of thousands of annual customers. It starts before they even arrive on site, with a stellar Web portal and on-line reservation experience. When an alternate hotel is just a click away, slowdowns are simply unacceptable in this business. Once on property, performance of guest services, from rooms, conference floors, and over Wi-Fi, across the campus is a key concern for their IT organization, especially in a climate that thrives on consumer reviews and social media posts – both good and bad! The Challenge Proving their commitment to superior digital experience for their users, this company was implementing several data center transformations, among them - migration to Cisco ACI technology, transition to a Software as a Service application for their reservations application, and enhancements in their contact centers and Unified Communications & Collaboration (UC&C) services for guests speaking with service representatives. During the migration to ACI in their data center, the IT staff needed to troubleshoot a couple of Severity 1 incidents. It was challenging, time-consuming, and put the quality of guests experience at risk. The IT organization quickly recognized the need for in-depth visibility to pinpoint the source of these disruptions. OVERVIEW The Challenge • Data center transformations to Cisco ACI, SaaS applications, and contact center enhancements • Lacked visibility to troubleshoot disruptions in the new services The Solution • nGeniusONE ® Service Assurance platform • InfiniStreamNG™ software appliances and vSTREAM TM virtual appliances • nGenius ® Packet Flow Switches • nGenius Visibility as a Service The Results • Lower MTTR, with improved IT collaboration for guest- impacting services • Improved effectiveness and efficiency of IT people and processes with nGenius VaaS services to optimize deployment and provide proactive alerts Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT nGeniusONE Ensures Quality Performance of new Cisco ACI Data Center and Contact Centers for Guest Reservations

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