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International Insurer Uses NETSCOUT to Improve Agent Productivity
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
The Challenge
The international insurance carrier was experiencing substantial growth and decided to establish a new data center to expand their network technology operations. The legacy facility was turned into a new disaster recovery site. However, they faced challenges in gaining critical visibility in their new data center and managing their network traffic flow. The insurer heavily relied on communications with branch offices, customers, agents, and adjusters through their state-of-the-art contact centers. They deployed Microsoft Skype for Business and Cisco Jabber platforms to support agency business at branch offices. However, they faced challenges as branch offices reportedly experienced early video quality issues with Skype, which became mounting Executive-level frustrations. The success of the Insurer’s Skype and Jabber rollouts depended upon the quality of experience their agents receive from these new UC&C solutions.
About The Customer
The customer is an international Insurance Carrier that focuses on writing personal and commercial policies, including liability, automotive, and workers compensation coverage. With hundreds of millions in income, this 100-year-old company is experiencing double-digit financial growth. The Insurer relies upon a global network of independent agents, brokers, and international partners to sell policies and support customers, using Web-based portals and a Customer Service Center to process remote business transactions.
The Solution
The insurer selected a next-generation NETSCOUT solution based on the nGeniusONE service assurance platform, InfiniStreamNG (ISNG) appliances, and nGenius 5000 series packet flow switch. In the UC&C environment, NETSCOUT’s approach leverages smart data generated in real-time by ISNG platforms to address the Insurer’s Skype and Jabber monitoring requirements. This is combined with nGeniusONE’s smart performance analytics to provide visibility into actual branch office voice calls, using quality of experience indicators that include volume level, speech distortion, delay, echo, and noise. nGeniusONE enables IT to proactively troubleshoot and triage user issues and complaints, employing real-time views of business-critical applications running across the network. The nGenius 5000 series packet flow switch platform represents a significant upgrade over the Insurer’s legacy PFS technology. The nGenius 5000 series packet flow switch provides superior packet deduplication, offers an easier-to-use management interface, and delivers functionality that enables the Insurer to introduce necessary packet broker features without the need to install additional packet blades at additional license fees.
Operational Impact
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