Case Study: Leading Consumer Packaged Goods Company achieves pre-active Skype for Business call quality with AppNeta

Leading Consumer Packaged Goods Company - Customer Case Study

A 100‑year‑old global consumer personal care company with 40,000 employees across nearly 200 offices adopted Skype for Business to reduce travel, but its heavy reliance on voice and video exposed a critical problem: with no first‑hand feedback, the network team was strictly reactive, relying on delayed incident tickets and executive complaints to learn about call quality issues.

The Unified Communications team expanded their use of AppNeta Performance Manager, deploying Monitoring Points across six regional Skype hubs and offices to simulate continuous voice calls and track MOS scores. That visibility let them pinpoint concurrency and bandwidth/class‑of‑service problems, raise CoS where needed (e.g., 15% to 30%), stop complaints immediately, roll the solution out globally, and move from reactive firefighting to proactive, actionable monitoring so the team can focus on larger initiatives.