Case Study: U.S.-based health plan organization achieves high-quality patient contact center experience and reduced MTTR with NETSCOUT nGeniusONE & InfiniStreamNG

Achieving a High-Quality Patient Experience with Contact Center

This U.S.-based health plan serving about 5.5 million members with over 10,000 employees provides government-sponsored managed care and relies on fast, reliable contact centers and applications to deliver patient care. After datacenter upgrades and new patient-facing contact centers, the organization saw dropped calls, poor voice quality and delays accessing Citrix-based EMRs—issues that lengthened call times and threatened patient experience and staff productivity.

The IT team deployed NETSCOUT’s nGeniusONE service assurance platform with InfiniStreamNG appliances to gain pervasive visibility into VoIP, Citrix and backend applications, using dashboards, service dependency views and ASI-generated analytics for fast triage. As a result, call quality and Citrix access improved significantly, incidents of dropped calls and disconnects declined, mean-time-to-resolution dropped, and the organization extended the value of its existing nGeniusONE investment across new locations.