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Reduce Troubleshooting Costs and Escalations
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Telecommunications
The Challenge
A cloud communications provider was facing a significant increase in trouble tickets being escalated to Tier 3 support. Most of these tickets were related to recurring issues such as one-way audio and choppy voice quality. The management challenged the support teams to retool their escalation process. The lingering trouble tickets were draining resources, with Tier 3 resources costing an average rate of $75 per hour. The company needed a solution that would allow communication, collaboration, and knowledge transfer between support tiers.
About The Customer
The customer in this case study is a cloud communications provider. The company was facing a challenge with an alarming increase in trouble tickets being escalated to their Tier 3 support. Most of these tickets were related to recurring issues such as one-way audio and choppy voice quality. The company's management challenged the support teams to retool their escalation process. The company was spending an average rate of $75 per hour on Tier 3 resources, which was proving to be a significant drain on their resources.
The Solution
The company implemented NETSCOUT’s carrier-grade VoIP Assurance for Cloud Communications Providers. This solution provided at-a-glance visibility to the most common audio quality problems. It also enabled the creation of a best-practice repository of common workflows for recurring problems. Furthermore, it facilitated easy sharing of in-progress investigation when escalation could not be avoided. This solution empowered lower tiers to close more tickets, which helped improve morale, reduce escalations, and minimize overall troubleshooting costs.
Operational Impact
Quantitative Benefit
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