Service Provider Reduces MTTR in Their Enterprise IT Environment

• Telecommunications

• Business Operation

• Remote Asset Management
• Remote Collaboration
• Remote Control

• System Integration
• Testing & Certification

The multi-billion-dollar media company was facing several challenges in their IT environment. They were experiencing issues with VoIP and UCaaS quality, which were causing call failures, latency, dropped calls, and overall call quality challenges. These issues were problematic for employees and frustrating for network operations (NetOps). The company also faced time-consuming certificate expiration issues that impacted customer service. Their contact centers and regional offices without local IT support required visibility for troubleshooting SD-WAN performance issues. The company was also undergoing a migration of their SD-WAN solution, which was being deployed in their remote locations to assure business continuity for their employees before, during, and after transition. Additionally, they were experiencing intermittent performance degradations following network equipment upgrades and maintenance enterprise-wide, which were challenging to troubleshoot.

The customer is a multi-billion-dollar media company that provides services to millions of consumer and business subscribers across a geographically distributed environment. They employ more than 50,000 dedicated staff members in more than a dozen corporate and retail offices staff contact centers. Personnel perform field installations and support, maintain and introduce new services, and handle bill processing for their customers. The enterprise IT environment for this organization, like most other company networks, has undergone significant digital transformations over the recent years to help reduce costs, increase efficiencies, and elevate service offerings. They view their internal IT infrastructure as a key to their successful customer engagements and invested in NETSCOUT® nGenius Enterprise Performance Management solutions to ensure performance and availability of their mission-critical applications and distributed IT environment.

The company introduced the nGenius Performance Management solution to address challenges troubleshooting voice over IP (VoIP) issues. The solution was successful at isolating the root cause and helped restore call quality. Over time, the company’s nGenius Performance Management solution evolved to include the nGenius 5000 series Packet Flow Switch implemented in the data centers for packet acquisition, aggregation, and distribution to downstream monitoring tools including ISNG appliances and other third-party tools. To support their WAN environment and ensure quality voice communications and collaboration at the remote offices, the NetOps leaders implemented smaller ISNG appliances at the WAN edges of the regional offices. Visibility across WAN between all their locations, the Internet, and other areas is essential to troubleshoot WAN performance issues. NetOps has shared nGeniusONE metrics with the WAN provider to collaborate on identifying and resolving issues as they arise. nGeniusPULSE in combination with nPoint 3000 series hardware and software devices are deployed at headquarters, contact centers, regional locations, and retail stores. The nPoints are providing business transaction test analysis for critical user experience metrics from remote offices that will help shorten the time to identify emerging user impacting problems.

• nGenius Enterprise Performance Management, with ISNG appliances and nPoints in the remote offices, is providing network, application, and user experience visibility where IT resources are rarely located.
• This is dramatically reducing MTTR with all the performance challenges NetOps faces daily.
• It also improves productivity for all their employees with quick problem resolution and more network and application up-time.

• Dramatic reduction in MTTR troubleshooting network & application issues impacting the regional offices
• Improved IT and employee productivity
• Better vendor collaboration