Case Study: Large Business Processing Company achieves improved contact-center customer experience and reduced MTTR with NETSCOUT network-edge monitoring

Company Improves Customer Quality of Experience With Contact Center Agents With Network Edge Monitoring from NETSCOUT

A long‑time business processing firm that provides financing, payment processing and customer support relied heavily on contact center agents as the face of the company. An internal audit revealed less than half of its critical infrastructure was visible to IT, creating a risk to regulatory compliance and customer quality of experience as agents returned to the office and the company pushed to improve service.

The company deployed nGeniusONE with InfiniStreamNG appliances, packet brokers running PFOS, and a NETSCOUT Premium Services Engineer to deliver network‑edge packet visibility and ASI “smart data” for SIP/VoIP, WAN/ISP links, and application performance. The deployment reduced MTTR, uncovered and helped fix QoS and WAN issues, provided MOS and per‑hop voice insights, accelerated time‑to‑value, and enabled the IT team to sustain high “white glove” call quality.