Case Study: Tier 1 North American Communications Service Provider achieves full visibility into 5G service uptake and VoNR voice quality with NETSCOUT nGenius Business Analytics (nBA)

Tier 1 North American Communications Service Provider - Customer Case Study

A Tier 1 North American communications service provider and 5G market leader set out to migrate subscribers and handsets to 5G with minimal customer impact while preserving LTE-quality voice (VoNR) and low churn. As over-the-air handset software updates rolled out, the operator needed fast, high‑visibility insight into device manufacturers, models and software versions to monitor adoption, call drops, MOS/audio quality and overall user experience.

They deployed NETSCOUT’s nGenius Business Analytics (nBA) to track call setup success, drop rates, call quality indicators and user‑plane throughput, enabling rapid detection of issues tied to specific handset makers or software releases. The CSP gained end-to-end visibility to measure 5G uptake by market, identify 5G→4G leakage, quantify affected subscribers, and drill down by manufacturer, model and firmware—delivering actionable intelligence to protect voice quality during the migration.