Case Study: National Tax Agency achieves reliable Contact Center voice and full Cisco UC&C and cloud visibility with NETSCOUT

Calling Government Contact Center No Longer a Taxing Experience for Residents

A national tax agency that processes billions of transactions and supports thousands of employees and contact center agents faced critical visibility gaps in its Cisco Unified Communications & Collaboration (UC&C) and cloud environments. Managed by an MSP across multiple locations, the agency struggled with limited UC performance metrics, no east‑west network visibility, and blind spots in the cloud — risks that could degrade voice, video, and collaboration quality during peak filing seasons while requiring a cost‑conscious, fast deployment.

The MSP deployed NETSCOUT’s nGeniusONE service assurance platform with vSTREAM virtual appliances to deliver converged, real‑time monitoring of Cisco VoIP, video, Jabber collaboration, network, and cloud services. The single‑pane‑of‑glass analytics and proactive alerts let teams find and fix issues before users notice, improving contact center voice quality and internal collaboration while meeting the agency’s budget and rapid deployment needs.