Case Study: U.S. Financial Service Company achieves revenue protection and high-quality remote client engagements with NETSCOUT nGeniusONE

Assuring Quality Client Engagements With UC&C Visibility Protects Revenue

This U.S. financial services firm—serving millions of investors with mutual funds, stocks, bonds and web-based account services—faced a critical visibility gap after moving Avaya voice/video gateways to a VMware NSX-T environment. Blind spots in virtual voice traffic threatened the quality of remote consultations and contact center operations just as demand for investment planning rose, putting a five-star customer experience and potential revenue at risk.

NETSCOUT extended its existing nGeniusONE deployment with InfiniStreamNG appliances and nGenius PFOS packet brokers (PFS 7100), using ERSPAN to capture virtual and physical traffic for real-time analysis. That solution restored end-to-end UC visibility and proactive voice monitoring (MOS, packet loss, jitter, etc.), avoided productivity- and revenue-impacting impairments, contained costs with a single-vendor approach, and helped sustain high-quality remote engagement that supported double-digit AUM growth.