Case Studies

Troubleshooting Microsoft Teams UCaaS in Transformed Wi-Fi Networks

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E N T E R P R I S E l CASE STUDY l Customer Profile This leading pharmaceutical company's sustained financial gains are directly connected to their continued Research & Development (R&D) efforts, as well strategic acquisitions that expanded their portfolio to reach new markets. The company realized these financial successes across long-term hybrid workforce operations, with R&D, Contact Center, Manufacturing, and Business Operations intermittently moving between corporate facilities and remote offices at the client edge of the network. The Challenge In one of several IT Operations projects, the company planned to transition from hardline desktop phones to a Microsoft Teams unified communications as a service (UCaaS) solution. Upon project completion, the company's application- and PC-based telephony services would be run on MS Teams. Since so many employees remained in remote offices, the timing of this transition was designed to minimize impact to on-site business operations at corporate locations involved in this desktop voice migration to MS Teams, particularly including headquarters. Another related challenge would involve transitioning Contact Center Agents operations to the cloud-based MS Teams platform. A segment of these Contact Centers supports the company's pharmaceutical business, which in part prompted negotiation of a 99.999% uptime service level agreement (SLA) with Microsoft to assure high-quality MS Teams performance. Adding further complexity: once the MS Teams deployment was completed, it would be one of several UCaaS platforms in operation, with various pharma business units also relying on Zoom and Cisco Webex services. OVERVIEW The Challenge • Planned Microsoft Teams global pharma rollout, including Contact Center operations • Visibility gaps in identifying early MS Teams voice quality issues in Executive Suite The Solution • NETSCOUT ® Smart Edge Monitoring, including nGeniusONE ® Service Assurance platform, InfiniStreamNG ® and vSTREAM ® appliances, and nGenius ® PULSE & nPoint sensors • NETSCOUT Premium Services Engineer The Results • Efficient, cost-contained approach to resolving executive-level MS Teams performance issue • IT-recommended practices established for global MS Teams rollout Troubleshooting Microsoft Teams UCaaS in Transformed Wi-Fi Networks Smart Edge Monitoring Resolves Executive-Level Performance Issue

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