Case Study: Global Communications Company achieves proactive VoIP monitoring and reduced MTTR with NETSCOUT nGeniusPULSE

Communication Company Establishes VoIP Benchmarks From Remote Sites

A 90-year-old global communications company with more than $6B in annual revenue and 15,000 employees relied on a cloud-based VoIP service across hundreds of sites but lacked visibility into what “normal” performance looked like. Users at select US and remote sites experienced inconsistent call quality, IT teams spent time on manual troubleshooting, and problems were frequently and inaccurately blamed on “the network,” prompting leadership to demand a fix before escalation.

The company deployed NETSCOUT nGeniusPULSE (virtual server) and nPoints (hardware and virtual) to perform continuous synthetic VoIP calls and collect metrics like loss, latency and jitter. nPoints were quickly rolled out to 100+ locations and provided easy-to-understand dashboards and historical benchmarks, enabling faster root-cause isolation, better collaboration with Telecom and vendors, reduced Mean-Time-to-Resolution, and the ability to detect and resolve VoIP issues before users were impacted.