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NETSCOUT > Case Studies > European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT
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European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
  • Networks & Connectivity - Software-Defined Networking
Applicable Industries
  • Finance & Insurance
Use Cases
  • Remote Collaboration
Services
  • Cloud Planning, Design & Implementation Services
  • System Integration
The Challenge
The bank had recently deployed Microsoft Skype for Business technology to supplement inplace Unified Communications (UC) technology in their Contact Center. However, the IT team began experiencing issues in troubleshooting the UC technology environment. Specifically, the IT team found Skype very hard to monitor, and their existing tools did not provide successful troubleshooting approaches. These issues soon began impacting customer service quality, and IT realized a need to introduce a solution that would help better monitor its Contact Center technology.
About The Customer
The customer is a leading European Bank that operates hundreds of branches on the continent, with subsidiaries managing additional financial operations overseas. The bank offers a full range of personal and commercial financial services to more than one million customers across multiple continents. The bank operates business and technology centers staffed by thousands of global employees. The bank has been effective in carefully identifying geographic regions underserved by other financial providers and establishing in-country operations to fill those gaps. The bank’s use of Contact Center resources to remotely process their customers’ account management requests is a contributing factor to their business growth.
The Solution
The bank selected NETSCOUT’s next-generation Service Assurance technology to monitor their full Contact Center technology environment, including the Skype, UC, and Citrix platforms. The nGeniusONE platform provided the vendor-independent real-time monitoring for application performance, reporting, and problem resolution they needed to assure superior Contact Center service delivery. Using smart data provided by NETSCOUT’s Adaptive Service Intelligence technology hosted in InfiniStream appliances, nGeniusONE UC performance metrics can be viewed by a range of keys, such as locations, community of users, servers, users, and applications. Leveraging the InfiniStream solution’s ability to gathering traffic data from key vantage points throughout the bank’s IT environment, nGeniusONE provides visibility into, and real-time assessment of the UC environment.
Operational Impact
  • Streamlined, improved, and rapid troubleshooting with a single solution for always-on monitoring of bank’s Skype, UC, and Citrix platforms.
  • Improved Contact Center performance that benefits customers and supports bank growth.
  • IT moves beyond reactive troubleshooting to proactive Contact Center technology management.

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