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International Insurer Uses NETSCOUT to Improve Agent Productivity
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - API 集成与管理
适用功能
- 商业运营
- 销售与市场营销
用例
- 远程资产管理
- 远程协作
服务
- 软件设计与工程服务
- 系统集成
挑战
这家国际保险公司正在经历大幅增长，并决定建立一个新的数据中心来扩展其网络技术运营。旧设施被改造成一个新的灾难恢复站点。然而，他们在获得新数据中心的关键可视性和管理网络流量方面面临挑战。该保险公司严重依赖通过其最先进的联络中心与分支机构、客户、代理商和理赔员进行沟通。他们部署了 Microsoft Skype for Business 和 Cisco Jabber 平台来支持分支机构的代理业务。然而，他们面临挑战，因为据报道分支机构在使用 Skype 时遇到了早期的视频质量问题，这让高管层越来越沮丧。保险公司 Skype 和 Jabber 部署的成功取决于他们的代理商从这些新的 UC&C 解决方案中获得的体验质量。
关于客户
客户是一家国际保险公司，专注于签发个人和商业保单，包括责任险、汽车险和工伤赔偿险。这家拥有百年历史的公司收入达数亿美元，财务状况正以两位数增长。保险公司依靠全球独立代理商、经纪人和国际合作伙伴网络销售保单并为客户提供支持，使用基于 Web 的门户网站和客户服务中心处理远程业务交易。
解决方案
该保险公司选择了基于 nGeniusONE 服务保证平台、InfiniStreamNG (ISNG) 设备和 nGenius 5000 系列数据包流交换机的下一代 NETSCOUT 解决方案。在 UC&C 环境中，NETSCOUT 的方法利用 ISNG 平台实时生成的智能数据来满足保险公司的 Skype 和 Jabber 监控要求。结合 nGeniusONE 的智能性能分析，使用包括音量、语音失真、延迟、回声和噪音在内的体验质量指标，提供对实际分支机构语音呼叫的可视性。nGeniusONE 使 IT 能够主动排除故障并分类用户问题和投诉，利用网络上运行的业务关键型应用程序的实时视图。nGenius 5000 系列数据包流交换机平台代表了对保险公司传统 PFS 技术的重大升级。 nGenius 5000 系列数据包流交换机提供了卓越的数据包重复数据删除功能，提供了更易于使用的管理界面，并提供了一些功能，使保险公司能够引入必要的数据包代理功能，而无需安装额外的数据包刀片并支付额外的许可费用。
运营影响
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