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Multinational Financial Services Corporation Gains Control of their Unified Communications Infrastructure with NETSCOUT

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S E R V I C E P R O V I D E R l CASE STUDY l Customer Profile This global financial services company, with over $1.5 trillion in assets, offers a wide variety of products and services to commercial and consumer segments. Wanting to provide customers industry-leading access to services, the company is at the forefront of using Unified Communications to enhance customer experience. Additionally, the company uses Unified Communications to streamline internal business processes and improve response time. The Challenge The organization is responsible for a complex voice and video communications deployment. The UC and Call Center applications alone come from four different vendors. The deployment serves multiple locations and is spread across a Hybrid Cloud environment. When issues occurred, the first step in problem resolution was too often finger pointing between the various application and network providers. Solution in Action While the organization needed to hold vendors accountable for issues, relying on them to determine a root cause was problematic. First, diagnosis was more time consuming than necessary. Second, supplying the level of network access required to diagnose problems raised security concerns. In order to address these challenges, the organization turned to NETSCOUT's Spectra2 solution. OVERVIEW The Challenge • Customer was outsourcing verification and troubleshooting of their UC environment • Relying on vendors to diagnose problems often resulted in delays and finger pointing • They were susceptible to increased security risks due to providing 3rd party access to their production network The Solution • Spectra2 Virtual Edition for IP Communications • Implemented on-demand root-cause identification • Expanded pre-production lab testing The Results • Reduced time to fix (TTF) UC related issues by 85% • Eliminated finger pointing between vendors and network provider • Customer controls diagnosis of high priority issues using a secure, stable environment Multinational Financial Services Corporation Gains Control of their Unified Communications Infrastructure with NETSCOUT

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