Case Study: Leading State-Level Healthcare Service Provider achieves reliable contact center and website access for pandemic relief with NETSCOUT

Assuring Government Relief Assistance With NETSCOUT

A state emergency management agency that became the public face of pandemic relief faced unreliable contact center and website performance as operations shifted to remote work and heavily relied on multi‑vendor UC&C, web, and managed hosting infrastructure. Frequent call drops after long holds, website crashes and “record not found” errors, and blind spots across service edges prevented effective troubleshooting and hindered residents’ access to benefits.

The agency and its managed‑hosting partner implemented NETSCOUT’s nGeniusONE service assurance, InfiniStreamNG smart visibility appliances, and nGenius Visibility as a Service to deliver packet‑level analytics and single‑pane dashboards for UC&C, web, and VPN performance. That solution restored contact center and web reliability, accelerated root‑cause detection, reduced vendor finger‑pointing, helped meet SLA requirements, and rebuilt public and leadership confidence in the agency’s relief services.