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NETSCOUT > Case Studies > North American Cable Operator Assures Carrier WiFi Services

North American Cable Operator Assures Carrier WiFi Services

Technology Category

Functional Applications - Remote Monitoring & Control Systems
Networks & Connectivity - WiFi

Applicable Industries

Telecommunications

Applicable Functions

Logistics & Transportation
Quality Assurance

Use Cases

Predictive Maintenance
Real-Time Location System (RTLS)

Services

Data Science Services
System Integration

The Challenge

The major cable provider, with operations spanning over half of the United States, was rolling out a new WiFi hotspot service nationwide. They needed to assure the performance and availability of the service and provide meaningful data to understand usage patterns across 2000+ hub sites located across multiple strategic locations. Since all existing users would have access to the WiFi infrastructure as part of their service bundle, maintaining satisfaction levels through this additional service was an essential consideration to keeping existing users happy, building brand loyalty, and reducing customer churn.

About The Customer

The customer is a major cable provider whose operations span over half of the United States. They serve more than 10 million residential and business customers with video, high-speed data, and voice offerings. More than 60% of the company’s customers subscribe to two or more of these services, with nearly one-third receiving all three. With the nationwide rollout of a new WiFi hotspot service, they needed to assure the performance and availability of service as well as provide meaningful data to understand usage patterns across 2000+ hub sites located across multiple strategic locations.

The Solution

The cable operator used the nGeniusONE service assurance solution to gain visibility into the health and performance of their WiFi services, assuring service availability and customer experience. The solution provided visibility into subscriber usage patterns of the WiFi service, which was critical for capacity planning. They also used the solution to monitor their Video-on-Demand (VoD) service to assure application performance, service levels, and to help with network troubleshooting. The NETSCOUT solution gave the cable operator visibility into its aggregation core where WiFi traffic authenticates, providing them with visibility into the health and usage of the service. The solution monitored their Domain Name Services (DNS) servers, HTML, and other service enablers and proactively alerted the IT team when traffic patterns deviate from a baseline norm, providing detailed and meaningful data about imminent issues and where they reside.

Operational Impact

The solution provided greater visibility to hotspot demand, performance, and usage.
The solution enabled the customer to optimize WiFi bandwidth, saving the company millions of dollars within the first six months.
The solution allowed the operator to quickly address degradation and downtime to assure a positive user experience.

Quantitative Benefit