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Global Contact Center Service Provider Assures High-Quality Experience with Visibility
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Telecommunications
Use Cases
- Predictive Maintenance
- Real-Time Location System (RTLS)
- Remote Asset Management
Services
- System Integration
- Testing & Certification
The Challenge
The global Contact Center Services Provider (CCSP) was expanding its business and increasing the number of company-owned Data Center and Call Center locations in their network. They also started using regional third-party co-location facilities to quickly establish Contact Center platforms for new clients. As part of their ongoing business expansion, the company’s Infrastructure Solutions Architecture (ISA) team wanted to standardize on a bill of materials (BOM) for new Contact Center clients. They wanted to extend this BOM concept to standardize on the visibility and monitoring platform they were using for these new Contact Center clients. The team had earlier realized quick advancements in improving voice infrastructure performance for previous Call Center clients by using a production-level NETSCOUT nGeniusONE Service Assurance platform for Unified Communications & Collaboration (UC&C), network, and application performance management.
About The Customer
The customer is a global Contact Center Services Provider (CCSP) that delivers Call Center services to hundreds of worldwide clients, using numerous data center facilities around the world. The company’s client base includes global organizations focused on government, healthcare, financial services, communications, and travel & leisure businesses. In addition to Call Management and Contact Center Services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. The company’s total business supports more than $3.5 million in daily financial transactions across six continents, with more than 45,000 Customer Service Agents working to help the CCSP earn an 85% rating for customer satisfaction.
The Solution
The ISA team secured the company’s endorsement of the nGeniusONE platform as part of the “build” for future Call Center deployments for new clients by pointing to the results they had been receiving with NETSCOUT. The solution included the nGeniusONE Service Assurance platform with UC&C smart analytics, InfiniStreamNG appliances with smart data technology, nGenius packet flow switch appliances, and nGeniusPULSE server with nPoints. The company is delivering higher-quality Contact Services to customers, with the nGeniusONE platform and NETSCOUT smart data supporting the use of real-time Client Service Card views providing at-a-glance views of health for all CCSP services being delivered to that customer.
Operational Impact
Quantitative Benefit
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