Case Studies

Assuring a Quality Customer Experience for Contact Centers

NETSCOUT Case Studies

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l CASE STUDY l Assuring a Quality Customer Experience for Contact Centers Combination of NETSCOUT solutions reduced productivity issues, costs and management complexity Customer Profile This U.S. Financial Services Company focuses on offering a broad set of leasing and financing options for vehicles, payment protection, and insurance products. More than 3,000 employees across multiple regional offices, customer service centers, and sales and service branch offices are dedicated to supporting tens of thousands of customers every day. With managed assets in excess of $100 billion, their enterprise network is critical in supporting customer sales and services throughout the U.S. The Challenge This Financial Services Company had recently implemented new contact centers to support their ever-growing number of sales agents and offices, as well as address customer inquiries as they arose. Early in the planning process, the IT staff included targeted deployment of service assurance capabilities due to the importance of high-quality conversations between customers and sales agents and service reps in the contact centers. The IT staff also identified the need for monitoring traffic utilization of their WAN links to remote offices, as well as performance over links to their cloud-based Microsoft Office 365 services. Upgrading and improving their visibility to the network traffic for performance, security, and Web traffic stats was also scheduled. However, this too was moved up on the schedule when the IT team encountered several issues with the network traffic being forwarded by their existing third- party vendor's packet broker switches to the monitoring appliances. OVERVIEW Business Challenge • Needed to improve quality of unified communications services in new contact centers • Lacked visibility into WAN services to branches and links to cloud providers • Existing packet broker switch not meeting needs for monitoring and security initiatives NETSCOUT Solution • nGeniusONE ® service assurance platform and nGenius ® for Flows • InfiniStream ® appliances and Flow Collectors • nGenius 5010 Packet Flow Switch and nGenius PFX software Business Value • Ensured high-quality customer experience with the contact center • Lowered MTTR and improving IT collaboration with integrated solutions for all their service assurance needs • Reduced costs, management & technology complexity with single vendor for visibility & service assurance solutions • Superior customer service improves IT staff productivity E N T E R P R I S E

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