Use Cases

Assuring Remote Contact Center Agent Operations With Smart Edge Monitoring


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l USE CASE l E N T E R P R I S E High-quality Contact Center and website services are essential elements of successful customer support operations across all business sectors. The importance of these platforms has been further magnified during the hybrid workforce transition, when customers, prospects, and employees have had to necessarily rely on remote communications to conduct everyday business. For organizations with thousands of work-from-home (WFH) employees, this NETSCOUT Use Case underscores the need to remain vigilant when it comes to assessing how routine technology updates executed in one service edge environment can result in a ripple effect that impairs end-user experience along the transformed client edge of the network. Issue This company was better prepared than most to meet the early challenges posed by the arrival of the hybrid workforce. For years, their information technology (IT) team had supported a significant population of WFH employees, including thousands of remote Contact Center Agents (CCAs). Advanced preparation by the company leadership team in the formative stage of the pandemic, combined with earlier IT experience in remote workforce operations, enabled the business to successfully transition the near entirety of their employees to WFH environments within two weeks, including a full complement of CCAs. As a result of that transition, Contact Center operations had quickly shifted from regional on-premises corporate locations to thousands of home offices. In large part, IT's earlier experience in supporting remote workers informed their approach to use a thin client to connect CCAs to a Citrix virtual desktop infrastructure (VDI) that emulated the corporate network environment. For the IT team, this architectural choice offered policy-driven control over all WFH users' computing environments and the ability to reduce CCA application environments to those essential for Contact Center communications with customers. This Citrix environment operated within the context of in-home digital subscriber line (DSL) broadband or internet service provider (ISP) connections. This thin-client approach enabled CCAs to access a suite of applications over their Citrix VDIs, including: • Unified Communications & Collaboration (UC&C) tools for voice, video, and messaging designed to support interactive, high-quality communications with customers • Company-specific applications supporting processing across several of the company's business lines • Multiple web services used to support a variety of the company's financial websites • Database services Nearly two years after this successful hybrid workforce rollout, however, the IT team began receiving ServiceNow-generated Help Desk tickets from CCAs regarding the difficulties they experienced in servicing customer loans. The arrival of this news coincided with a more-troubling series of ServiceNow Help Desk tickets reaching IT — some customers were calling the Contact Center regarding their inability to access a company website used for loan processing. Assuring Remote Contact Center Agent Operations With Smart Edge Monitoring

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