Case Study: Leading Financial Manages Service Provider achieves end-to-end UCaaS visibility and uninterrupted customer service with NETSCOUT

Assuring End-to-End Visibility and Real-Time Analysis of Teams, Webex, and Zoom

A century-old financial services firm faced a sudden UC&C transformation during the COVID-19 hybrid-work shift, moving from Cisco Call Manager to Microsoft Teams while also supporting employee-preferred platforms like Webex and Zoom. IT and Voice teams needed end-to-end visibility and real-time monitoring across data centers, cloud routes (including ExpressRoute), branch and WFH environments to assure call quality, QoS, and rapid troubleshooting during a critical rollout.

The company leveraged NETSCOUT’s nGeniusONE service assurance and InfiniStreamNG visibility appliances to generate packet-driven analytics, visualize UC call paths, and surface metrics (MOS, latency, QoS, session and single-call details) with proactive alerts. The result was consistent, high-quality voice and video across platforms and locations, uninterrupted customer service during the transition, preserved client loyalty and revenue, and extended value from existing NETSCOUT investments without costly upgrades.