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Global Technology Innovator Assures Unified Communications Services Performance with NETSCOUT
技术
- 应用基础设施与中间件 - API 集成与管理
- 网络与连接 - 网络管理和分析软件
适用行业
- 零售
- 电信
适用功能
- 商业运营
- 销售与市场营销
用例
- 预测性维护
- 实时定位系统 (RTLS)
服务
- 软件设计与工程服务
- 系统集成
挑战
负责支持公司全球语音和视频基础设施的 IT 团队面临着巨大的挑战,因为呼叫中心和众多零售店内出现大量通信中断、掉线和通话质量差的情况。由于客户打来数千个电话寻求技术支持、新产品销售和内部对话,支持公司现有的会话初始协议 (SIP) 中继部署显得很困难。这些统一通信 (UC) 问题导致客户满意度得分明显下降,而客户满意度一直是公司标志性品牌的战略支柱。自从转换为 SIP 中继拓扑以来,IT 一直在努力分类和隔离连接问题和语音质量问题,即使在对所有会话边界控制器 (SBC) 进行全面升级之后也是如此。各种语音组的任务是通过其聚合 SIP 中继路由呼叫,但由于每个组使用不同的故障排除工具,因此各组之间严重缺乏关联和沟通,导致问题解决不足且效率低下。
关于客户
作为全球领先的技术创新者之一,该公司通过设计、制造和营销各种商业和商业用途的技术产品而取得了成功。多年来,他们已经建立了一个充满热情和高度忠诚的客户群,并且财务状况非常强劲。该公司采用多元化的市场营销策略,包括在线销售、分销商和零售店。负责支持该公司全球语音和视频基础设施的 IT 团队面临着巨大的挑战,因为呼叫中心和众多零售店的通信中断、掉线和通话质量差的情况非常严重。
解决方案
为了解决其 UC 问题,该公司求助于 NETSCOUT® 来获取关键流量洞察,以便对语音和视频问题进行故障排除和分类。在关键数据中心部署了 nGeniusONE 服务器、nGenius Unified Communications 共存许可证和 nGenius Infinistream 设备的组合,以扩展对公司音频信令流量的可见性。NETSCOUT 的固定仪器被放置在 SIP 服务器场的网络入口点、SBC 后面以及多协议标签交换 (MPLS) 出口电路上的站点之间,以显示 SIP 错误。此外,VI2000 InfiniStream 虚拟设备提供了对虚拟化服务器之间 SIP 切换的关键故障排除洞察,其中流量无法进入线路。
运营影响
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