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Ensure Remote User Experience via VPN with NETSCOUT nGeniusONE and nGeniusPULSE

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l USE CASE l E N T E R P R I S E Issues As large numbers of people, sometimes up to 80 - 90% of an organization's employees, make the shift to working from home, IT teams around the world know it is imperative they stay ahead of issues to minimize delays, slowdowns, and disruptions that might impact employee work efforts. An organization may use multiple access methods, i.e. VPN, SSL-VPN, VDI, and /or SD-WAN. When relying mainly on VPN, a common concern is that increased remote employee traffic will exceed VPN availability and capacity or issues like slowness or disconnects will occur (Figure 1). Internet access bandwidth also needs attention, especially with heavy use of publicly accessible cloud-based applications such as Microsoft 365 ® , and Web-based business applications. A company may use multiple internet providers. Specifically, for contact center employees using customer facing services, call transmission must remain high-quality, and troubleshooting needs to be initiated and resolved quickly. To manage all of the potential issues, IT needs visibility to VPN usage, capacity, and internet bandwidth. Using both real-time and pro-active data that tracks trends, highlights bottlenecks, and isolates problem domains, is critical to ensuring IT can continue to provide employees, partners and customer a positive user experience. Figure 1: Example of nGeniusONE tracking increased VPN usage after work-from-home widely implemented. Ensure Remote User Experience via VPN with NETSCOUT nGeniusONE and nGeniusPULSE New global conditions have contributed to an explosion in the number and types of work-from-home employees. It is no longer a few sales and service people connecting remotely. The reality is thousands, or even tens of thousands of employees, from all areas of the company, including contact center agents, are now working at home. Since access and performance of key business services via VPN, and other methods, remotely, is critical to business success, VPN access is now a concern at the executive level.

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