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nGeniusONE Enables IT to Ensure Signaling and Voice Quality of Microsoft Lync Service
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Remote Collaboration
Services
- System Integration
The Challenge
The insurance company was undergoing a company-wide migration to Microsoft Lync® IT and as it was rolling out, call quality issues began to appear. The IT staff was caught up in a classic multi-vendor finger pointing exercise as they failed to isolate the source of the issues to either Microsoft Lync servers, the Audio Codes gateway or yet another vendor’s gateway. The company faced further time lost and delays in problem resolution while the customers and service reps continued to suffer through poor call experiences.
About The Customer
Ranked among the top 25 property casualty insurer groups in the nation, this 45-year-old personal/commercial insurance company has a stellar industry reputation. The company’s campus-based employees and at-home insurance agents rely heavily on their phones to conduct day-to-day business, which is why maintaining the highest quality communication experience is essential.
The Solution
To address the company’s call quality issues, IT turned to NETSCOUT® to help reveal the root cause of the persistent problem. Using the nGeniusONE™ Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology and nGenius® UC Server, IT was able to quickly and easily distinguish how complex the issue was when it revealed there were two problems impacting customer calls in the call center. Efficiently designed workflows leveraging advanced voice statistics helped the UC staff uncover quality of service (QoS) configuration errors that were part of the problem affecting call quality. A quick re-configuration of the networking equipment resolved that issue. Employees were still complaining of noise on some of their customer calls. The nGeniusONE solution enabled the IT staff to resolve this second problem using mean opinion score (MOS) analysis capabilities to research the audio problem occurring somewhere within the multivendor environment, isolating the specific phone sets with poor quality. To rectify the problem, some of the phones needed to be upgraded with additional noise cancellation functionality. Once upgraded, the service reps heard everything they needed to satisfy their customers’ requests.
Operational Impact
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