Cloud Services Provider Cuts Troubleshooting Time from 2 Days to 1 Hour with NETSCOUT

• Application Infrastructure & Middleware - API Integration & Management
• Platform as a Service (PaaS) - Connectivity Platforms

• Telecommunications

• Business Operation

• Predictive Maintenance
• Real-Time Location System (RTLS)

• Cloud Planning, Design & Implementation Services
• System Integration

The cloud service provider was facing serious quality and outage issues in their Unified Communications as a Service (UCaaS) which was negatively impacting the customer experience. These issues were causing service level agreement (SLA) breaches which threatened to impact current and future revenue from customers. Despite having more than a dozen existing tools at their disposal, the IT team was unable to quickly identify and resolve the root cause of the disruptions which, in some cases, were causing lengthy, full-day, outages. The impact on the IT team was a tremendous waste of time and resources. But more important was the increasingly poor customer satisfaction. The company faced the potential loss of customers from non-renewal of subscription services and loss of new customer revenue due to the poor service reputation.

The customer is a European-based cloud services provider that supplies third-party outsourced IP solutions, including unified communications (UC) services. They offer both dedicated solutions hosted from their data center and cloud-based solutions. The company has hundreds of staff, including dedicated certified technicians located across multiple offices throughout the region to bring services to their customers. With a business built on the promise of digital transformation, this company has seen growth in annual turnover (revenue) exceeding the equivalent of several hundred million U.S. dollars. Ensuring a quality customer experience through uninterrupted service is vital to the company’s reputation and business success.

To address its urgent UCaaS needs, the cloud service provider turned to NETSCOUT®. The cloud services company employed the nGeniusONE Service Assurance platform InfiniStream® appliances with Adaptive Service Intelligence™ (ASI) technology, Unified Communications analysis for Skype for Business services, and Packet Flow Switches for real-time monitoring, visibility, and analysis across the company’s entire UC networks in its two critical data centers. Monitoring of the UC&C environment allowed customers to rapidly identify and resolve service complaints. nGeniusONE offers a logical, intuitive set of workflows to rapidly view the health and status of the services and identify the likely area of problems. With seamless drilldowns into call details using Call Search functions to analyze specific traffic and Session Analysis, the IT team was able to look at SIP (Session Initiation Protocol) call signaling, RTP audio (Real-time Protocol) sessions, and MOS scores. Armed with the information, they were able to delineate issues within the complex multi-vendor UC environment to pinpoint when there was a mis-configuration in the SBC (session border controller) versus a problem with latency across the WAN to the customer facilities.

• The nGeniusONE platform provided the insights needed to enhance troubleshooting of the company’s UCaaS environment, ensuring delivery of a high-quality customer experience.
• The NETSCOUT solution has dramatically improved mean-time-to-repair (MTTR) from days to hours and increased operational efficiency by consolidating the company’s previously cumbersome network monitoring and troubleshooting portfolio.
• As a result, IT was able to maximize the use of resources to improve productivity, protect the company’s reputation through the rapid resolution of SLA breaches in customers’ UCaaS services, and prevent the loss of customers, avoiding costly SLA fines, and ultimately safeguarding vital revenue sources.

• Cut troubleshooting time of customer impacting issues from two days down to one hour.