Manufacturer Resolves VoIP Quality Issue in 15 Minutes With NETSCOUT’s UC&C-Specific Visibility and Monitoring

• Application Infrastructure & Middleware - API Integration & Management

• System Integration

The global manufacturing company was facing challenges with the quality and performance of voice services through their Contact Centers, including during the migration to SIP trunking technologies. They lacked visibility to identify the source of problems with QoS across their complex environment. The IT department had inherited responsibility for all IT monitoring in North and South America, which led to specific issues monitoring VoIP. They were already experiencing call issues because QoS tagging was inconsistent across different regions, and IT lacked the visibility necessary to identify where the changes originated. They used multiple tools for Voice monitoring, which required resource-intensive, time-consuming research, that in turn, led to unacceptably long times to troubleshoot issues.

The customer is a global manufacturing company that employs thousands of people at 20 operational facilities in their U.S. operating unit. Concentrating on manufacturing, sales, and service, the U.S. unit sells through a channel of over 1000 dealers. The company believes Customer Service is key to their relationships with their vehicle owners. To handle an increase in call volume from dealers and customers they added a new, modern Contact Center. Several of their Contact Centers were migrating to SIP trunking to improve Unified Communications (UC) services overall and deliver a high-quality customer experience with their agents.

The Network Operations and Voice team in IT were committed to addressing these challenges as part of their overall support of the company’s growth and dedication to customer service. Already using NETSCOUT® nGeniusONE with patented Adaptive Service Intelligence™ (ASI) for wire-data monitoring at some of their Contact Centers, they used this opportunity to upgrade and augment their environment with new NETSCOUT solutions including converting to nGeniusONE for UC, adding new InfiniStreamNG appliances, and Packet Flow switches. By taking advantage of this latest technology they gain a single point of visibility to their network, including VoIP monitoring. With nGeniusONE for UC they now have UC specific monitoring, metrics and reports. Service-based dashboards, and pre-built SIP workflows help identify issues in a single solution for faster resolution. Critical for this IT team now responsible for multiple regions, they have visibility to SIP error codes and can monitor QoS changes across the network.

• The Contact Centers are critical for the company to deliver exceptional customer service, especially as they experienced a large increase in call volume. The value of visibility to the VoIP system became apparent immediately, as within 15 minutes the Network OPs and Voice teams collaborated to pinpoint the cause of a QoS issue that had eluded detection for weeks!
• The IT team can now proactively enforce QoS assignments throughout all areas of the network, contact centers and remote locations, reducing the search for where any changes were made and delivering better service overall.
• The UC experience at all call centers has improved from the insights gained from monitoring VoIP traffic.

• Reduced MTTR
• Increased IT efficiency