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Global Communications Provider Assures Quality End-User Experience in Retail Stores with NETSCOUT
Technology Category
- Networks & Connectivity - WiFi
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Retail
- Telecommunications
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Retail Store Automation
Services
- System Integration
- Testing & Certification
The Challenge
The communications company operates a network of retail stores for marketing phones, tablets, accessories, as well as cellular phone service and long-term contracts. The company's IT organization has implemented Wi-Fi networks in each of the retail stores for the express purpose of providing connectivity for the sales associates to access Customer Resource Management (CRM) information for consumers coming to the stores; point-of-sale (POS) details for available products and services to sell; Internet access to track competitive offers and access other cloud-based applications; and connectivity to external sites for credit card authorization when completing a sale. The company needed cost-effective visibility into end-user experience at their retail stores for both Wi-Fi and wired access to ensure quality was maintained.
About The Customer
The customer is a Fortune 50 company, a US-based global communications service provider and is one of the largest, most-demanding corporations in the world. More than 100,000 employees support millions of customers, helping the company generate in excess of $100B in revenue annually. Part of delivering its network involves this operator’s retail stores, which are used for marketing phones, tablets, accessories, as well as cellular phone service and long-term contracts. They have more than 1,000 brick-and-mortar locations in high-traffic areas to capture the attention of their customer base. Successful sales of mobile phones, along with lucrative monthly contracts in a highly competitive market depends, in part, on delivering the highest-quality experience to its guests.
The Solution
The communications company was a longstanding customer of NETSCOUT, having deployed nGeniusONE Service Assurance platform with InfiniStreamNG appliances throughout regional data centers. The team in network operations turned once again to NETSCOUT to explore ways to gain visibility from the retail store locations. After careful evaluations, they selected nGeniusPULSE for assuring high-quality business service delivery monitoring from remote sites. nGeniusPULSE uses active, synthetic tests to verify the availability and performance of the company’s critical applications and services – anytime, from anywhere, for any application. In this case, they are testing their CRM, POS, and credit card authorization services, among others, from the retail stores, over both the Wi-Fi and Ethernet technologies. And they are doing so even when the stores are not open in order to stay ahead of degradations and outages as they emerge.
Operational Impact
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