S E R V I C E P R O V I D E R
l SUCCESS STORY l
CONTACT
AN EXPERT
To learn more about NETSCOUT's holistic approach to triage management.
The Results
With NETSCOUT's nGeniusONE, this CSP:
• Relieved workload on internal groups:
Customer Service, Network Engineering,
Network Planning, and Marketing
• Reduced subscriber churn
• Gained a deep understanding of
their customers' experience on their
VoLTE service
The Details
A new approach was required.
Holistic Triage - Utilizing nGeniusONE
®
, the
team has moved from troubleshooting tickets
individually to the NETSCOUT
®
holistic service
triage approach. This approach divides a
complex problem into smaller, simpler, and
more manageable sub-problems. Instead
of monitoring VoLTE as a single entity, the
issues are grouped into smaller parts, called
"services." These smaller services are now
monitoring millions of subscribers at the same
time based on CSP requirements such as:
devices, interfaces, call model, and geography.
Improved MTTR - The team is now able to
group trouble tickets and identify systemic
issues while quickly solving customer issues
and reducing Mean Time to Resolution
(MTTR) to minutes rather than days.
The Opportunity
This large Asia-Pacific Carrier Service
Provider (CSP) was excited to launch Voice
over LTE (VoLTE), but also needed to ensure
their new systems did not impact their
customers' experience.
VoLTE requires seamless interactions
between multiple technology domains.
Their traditional approach to identifying
subscriber issues was falling short. In order
to troubleshoot, they utilized multiple
systems – proving to be time intensive; and
worse, the systems sometimes were failing
to identify the root cause.
This CSP needs to keep their
customers happy while
implementing new technology.
Reduce MTTR; Solve More
Problems in Less Time
REDUCE MTTR FROM 4 DAYS
TO 4 MINUTES
