Case Study: U.S. Financial Services Company achieves high-quality contact-center customer experience and reduced costs with NETSCOUT

Assuring a Quality Customer Experience for Contact Centers

A U.S. financial services company with more than 3,000 employees and over $100 billion in managed assets launched new contact centers to support growing sales and customer service volumes. IT needed high-quality unified communications for customer‑facing agents, better visibility into WAN links and Office 365 traffic, and to replace a third‑party packet broker that was failing to forward the right traffic to monitoring tools.

The company deployed NETSCOUT solutions — nGeniusONE, InfiniStream appliances, nGenius for Flows with Flow Collectors, and the nGenius 5010 Packet Flow Switch with PFX — to deliver precise traffic routing, NetFlow generation, and real‑time service assurance. The result: improved call quality and faster MTTR, enhanced WAN and cloud monitoring, reduced vendor, management and operational complexity, and measurable gains in IT productivity and customer experience.