Case Study: International Financial Company achieves reliable remote Call Center voice performance with NETSCOUT

Assuring Voice Performance Amid UC Technology and Service Delivery Transformations

This international retail bank, with two regional contact centers supporting millions of customers, faced rising call‑center demand and a sudden shift to remote agents after COVID‑19. Its multi‑vendor UC&C environment (Genesys, Cisco, Nortel, Avaya) suffered visibility gaps that made it hard to pinpoint voice quality, call‑setup, and QoS issues as agents moved to home and shared work locations.

The bank extended its NETSCOUT deployment—adding nGeniusONE UC&C analytics, InfiniStreamNG software appliances (with ASI metadata), and Packet Flow OS on PFS 5010—to deliver single‑pane dashboards and real‑time monitoring of voice, SIP signaling, VPN/app performance, and service enablers. The result: more reliable call‑center performance, an easier transition to remote delivery, resolution of longstanding UC monitoring issues, and a higher profile for the IT team as a model for broader rollouts.