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BPO Operator Improves IT Efficiency by 80% with NETSCOUT
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Telecommunications
Use Cases
- Service Parts Management
Services
- System Integration
The Challenge
The BPO operator was facing challenges with its voice infrastructure issue troubleshooting which required numerous corporate resources. The company was seeking ways to reduce Mean Time to Resolution (MTTR) to improve customer satisfaction. The IT team was focused on reducing the level of effort and points of contact involved in troubleshooting and resolving voice performance issues. The company conducted proofs-of-concept with several troubleshooting and monitoring vendors and chose NETSCOUT’s Service Assurance solutions to help address these costly business challenges.
About The Customer
The business processing outsourcing (BPO) operator provides call center services to hundreds of worldwide customers, using geographically dispersed data center facilities. The company’s customer base includes major global enterprises in healthcare, financial services, communications, and travel & leisure markets. 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 Solution
The company is using the nGeniusONE platform, expanding its use to more fully monitor their Contact Center performance for its customers. The NETSCOUT solution deployment leverages the InfiniStream 4595 appliance with the Adaptive Service Intelligence data source, as well as an InfiniSteamNGTM 4895 appliance with an Extended Storage Unit providing enhanced voice steam processing performance. The company also uses the nGenius 3900 Series Packet Flow Switch (PFS) technology for centralized network aggregation management. The NETSCOUT solution unites the Contact Center’s network, application, infrastructure, and UC&C monitoring activities for the IT teams tasked with maintaining uptime and high-quality service performance of the company’s voice environment for its customers.
Operational Impact
Quantitative Benefit
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