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Service Assurance Improves Online Mortgage Broker’s Revenue Opportunities, Costs and Quality Services

NETSCOUT Case Studies

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l CASE STUDY l Customer Profile This U.S.-based, online mortgage broker is not only one of the largest retail lenders in the country, it also offers several other real-estate services like title insurance, property valuations, closing services, other FHA-backed mortgage programs and a network of real estate agents. With tens of thousands of employees and billions of dollars in mortgage volume, interpersonal communications is one of the most important services to the success of this company. Business Challenge As an online business, this mortgage broker depends on its communication systems to generate revenue for the company. The quality of calls and reliability of applications directly impact the user experience, which in turn impacts the bottom line. To ensure the highest quality communications, the company embarked on a major Unified Communications (UC) project by migrating to a SIP trunking service. This upgrade was expected to save as much as $100,000 per month, while at the same time improving revenue opportunities by enabling outbound dialers to generate 16 times the number of calls with potential mortgage and refinance customers. Following implementation of the UC system, quality-of-service (QoS) issues, echo problems, switch issues resulting in dialing problems, and DNS/HTTP errors within the voice mail web app created a poor user experience – jeopardizing the success of the project and potentially harming the business. IT faced the difficult challenge of proactively pinpointing the source of the problems, in order to rapidly triage and resolve them. OVERVIEW Business Challenge • Following implementation of new SIP trunking and call dialing services, there were several quality issues impacting customer experience • IT faced challenge of proactively pinpointing source of problems in order to rapidly triage • Success of SIP Trunking initiative was jeopardized, as well as potential loss of revenue for business NETSCOUT Solution • Combination of nGeniusONE ® Service Assurance platform and InfiniStream ® appliances were chosen as best-of-breed solutions • NETSCOUT ® solution proactively collects, organizes and analyzes traffic data to provide rich information about the performance of UC services • Traffic analysis flagged a potential oversubscription issue Business Value • IT team able to effectively monitor and proactively diagnose network issues • Achieve lower MTTR when diagnosing network or customer experience issues and reap the rewards of lower monthly vendor costs • Ensure high quality customer experience and take advantage of greater number of revenue opportunities Service Assurance Improves Online Mortgage Broker's Revenue Opportunities, Costs and Quality Services NETSCOUT Solutions Provide Critical Visibility to Improve User Experience with new UC&C Services E N T E R P R I S E

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