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Assuring a Quality Customer Experience for Contact Centers
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Predictive Maintenance
- Supply Chain Visibility
Services
- System Integration
- Testing & Certification
The Challenge
The Financial Services Company had recently implemented new contact centers to support their ever-growing number of sales agents and offices, as well as address customer inquiries as they arose. Early in the planning process, the IT staff included targeted deployment of service assurance capabilities due to the importance of high-quality conversations between customers and sales agents and service reps in the contact centers. The IT staff also identified the need for monitoring traffic utilization of their WAN links to remote offices, as well as performance over links to their cloud-based Microsoft Office 365 services. Upgrading and improving their visibility to the network traffic for performance, security, and Web traffic stats was also scheduled. However, this too was moved up on the schedule when the IT team encountered several issues with the network traffic being forwarded by their existing third-party vendor’s packet broker switches to the monitoring appliances.
About The Customer
This U.S. Financial Services Company focuses on offering a broad set of leasing and financing options for vehicles, payment protection, and insurance products. More than 3,000 employees across multiple regional offices, customer service centers, and sales and service branch offices are dedicated to supporting tens of thousands of customers every day. With managed assets in excess of $100 billion, their enterprise network is critical in supporting customer sales and services throughout the U.S.
The Solution
After a rigorous evaluation period, the Financial Services Company selected the nGeniusONE service assurance platform and InfiniStreamNG™ appliances to address quality and performance issues impacting their unified communications and collaboration (UC&C) services at their distributed, customer-facing contact centers. The IT staff is using the nGeniusONE solution to quickly respond and resolve customer experience issues, such as dropped calls, echo during conversations, and lengthy connection issues. With the goal to ensure service quality remains high regardless of where in the hybrid cloud it is delivered, the IT team also deployed an InfiniStream appliance to monitor the links to their Microsoft Office 365 service. With the addition of real-time analysis of activity, errors, and response times, IT is able to rectify the issue locally or provide evidence for it to be corrected by their cloud vendor. To fulfill management’s requirement for visibility into enterprise-wide traffic activity, IT selected and implemented NETSCOUT’s nGenius for Flows and nGenius 3300 series Collectors. This solution has provided a running record of daily, weekly, and monthly activity to the sales offices and branches. This information is being used to understand what traffic is where in the network and when for better traffic management and bandwidth planning.
Operational Impact
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