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Service Provider Lowers MTTR for Customer-Impacting Performance Issues With NETSCOUT nGenius Enterprise Performance Management
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Telecommunications
Applicable Functions
- Discrete Manufacturing
- Quality Assurance
Use Cases
- Real-Time Location System (RTLS)
- Predictive Maintenance
- Process Control & Optimization
Services
- System Integration
- Software Design & Engineering Services
The Challenge
The service provider was facing performance issues that were impacting their internal communications and customer interactions. They needed a solution that could monitor and troubleshoot issues in their data centers, contact centers, retail stores, and network edge environments. The performance of their network and applications was crucial for their operations, and any disruptions could impact their revenue, customer care, and reputation. The IT team was using a performance management tool, but it had several limitations, including the inability to analyze data from all devices in a single screen and lack of support for their digital transformations like cloud and virtualization initiatives.
About The Customer
The customer is a multi-billion dollar European service provider known for their commitment to quality customer service. They deliver both broadband and mobile communications services to millions of consumers and businesses in their region. They interact with subscribers throughout the business relationship, from service initiation to bill processing, service outage management, repairs, equipment purchases, installations, and moves. Efficient internal communications between headquarters, regional offices, data centers, retail stores, and contact centers is key to meeting their quality customer care objectives. Equally important is ensuring customer engagements with contact center reps, web sites, and customer portals are seamless.
The Solution
The service provider implemented the nGenius Enterprise Performance Management solution from NETSCOUT. The solution includes the nGeniusONE server and nGeniusONE Stand-by Server, as well as InfiniStreamNG® 9800 series appliances supporting 40GB or 100GB requirements. The solution provides a centralized platform with a single pane of glass for analyzing packet data from all the monitoring devices. It supports any application, including voice, video, and business data applications, and can be used in any infrastructure environment. The network engineering and DevOps teams have established standard processes around real-time monitoring and analysis using the nGeniusONE solution with strategically deployed 9800 series InfiniStreamNG (ISNG) appliances throughout their high-speed data centers.
Operational Impact
Quantitative Benefit
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