Case Study: Leading BPO Operator achieves 80% faster voice issue resolution with NETSCOUT nGeniusONE

BPO Operator Improves IT Efficiency by 80% with NETSCOUT

A global BPO operator that runs call centers and a proprietary customer‑engagement platform for hundreds of enterprise clients (healthcare, financial services, communications, travel & leisure) was struggling with recurring voice‑quality problems at two North American contact centers. Troubleshooting required lengthy “war room” sessions across multiple IT teams with no single authoritative tool, causing slow mean‑time‑to‑resolution (MTTR) and risking SLA and customer‑satisfaction targets.

The company deployed NETSCOUT’s nGeniusONE with Adaptive Service Intelligence, InfiniStream appliances and nGenius packet‑flow switches to provide unified, wire‑level UC&C monitoring. The solution let the Voice IT team quickly pinpoint dropped‑call and performance issues, cut the number of IT sources involved in half, reduced MTTR by more than 80% (resolving issues far faster), lowered high‑severity calls, improved cross‑team collaboration, and delivered payback in under one year.