Case Study: NongHyup Bank achieves end-to-end call center performance visibility and faster issue resolution with eG Innovations' eG Enterprise

End-to-End Monitoring of Call Center Applications for a Leading Korean Bank

NongHyup Bank (NH Bank) is one of South Korea’s largest commercial banks, serving over 30 million customers through more than 1,200 branches. Its central call center supports thousands of agents on a complex, heterogeneous IT stack (Avaya CCMS, telephony interfaces, JEUS/Tibero, IVR, hundreds of servers and network devices), but monitoring was fragmented across vendor tools and scripts, leaving application performance a “black box,” causing costly outages and slow root-cause diagnosis.

NH Bank deployed eG Enterprise in November 2017 to provide a single pane of glass across servers, databases, virtualization, network devices and custom call-center components. The unified monitoring and dependency mapping enabled proactive alerts, faster root-cause analysis and reduced mean time to repair (for example, an Active Directory issue was fixed before any user complaint), improved analytics to pinpoint bottlenecks (notably CCMS), and better vendor management and operational efficiency.

Nonghyup Bank