SaaS Provider Protects End-User Experience with Visibility

• Infrastructure as a Service (IaaS) - Cloud Computing
• Platform as a Service (PaaS) - Connectivity Platforms

• Software
• Telecommunications

• Business Operation
• Sales & Marketing

• Remote Collaboration

• Cloud Planning, Design & Implementation Services
• System Integration

The company, a Fortune 500 technology manufacturer and services provider, was facing intermittent issues impacting their SaaS collaboration services. They wanted to ensure these issues were addressed in their earliest stages of development to assure their customers received the same flawless, high-quality experience they had come to enjoy from this popular provider. These challenges were further complicated by the very nature of the service – at times, there could be hundreds of thousands of simultaneous call volumes; 40 GB high- speed links; a variety of different voice, video and data applications; and the need to monitor and analyze not just the call set-up protocols, but also the media traffic and call quality metrics.

The customer is a Fortune 500 technology manufacturer and services provider that has been at the forefront of many digital transformations for the last 30 years. With billions of dollars in global revenue and thousands of employees in virtually every corner of the world, they are helping people collaborate and communicate regardless of physical proximity. This computing and electronics manufacturer is a leader in data center and networking technology to support its internal and customer facing services particularly for their Software-as-a-Service application that is popular for conference calls and meetings. Ensuring quality end-user performance for these services is a top priority for the IT team at the company.

The IT team selected NETSCOUT with the nGeniusONE Service Assurance solution and InfiniStreamNG (ISNG) software on qualified COTS appliances for the 40 GB high-speed data center links running high volumes of simultaneous call traffic. Critical to the success of the visibility and service assurance goals is broad deployment across several global data centers combined with NETSCOUT’s scalability. Analyses across multiple nGeniusONE application servers are combined for “single pane of glass” views and rollups via the nGeniusONE Global Manager, which was essential for understanding the potentially multiple communities impacted by performance issues or availability disruptions. The team is monitoring the wire-traffic and leveraging Adaptive Service Intelligence™ (ASI) technology for smart data from ISNG to reveal in nGeniusONE essential details encompassing performance and error information on call set up protocols such as SIP, media traffic including RTP, and quality metrics like latency, packet loss and MOS.

• Achieving visibility that offers confidence in the network and application performance quality delivered to their end-users.
• Single interface to monitor voice, video, and data applications across hybrid cloud.
• Stronger collaboration between all members, regardless of data center or SaaS responsibilities.

• Lower capex and opex costs, as there are fewer devices to maintain for more comprehensive, scalable analysis and fewer vendors and maintenance contracts to manage.