Case Study: European Bank achieves high-quality Contact Center customer experience with NETSCOUT nGeniusONE

European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT

This leading European bank, with hundreds of branches and more than one million customers, deployed Microsoft Skype for Business and Citrix to support its Contact Center but soon struggled to monitor and troubleshoot the new UC environment. Existing tools focused on isolating network segments rather than providing granular, end-to-end UC call-quality views, which began to impact customer support and left IT stuck in reactive troubleshooting.

The bank implemented NETSCOUT’s nGeniusONE platform with InfiniStream appliances and ASI smart data to deliver vendor-independent, real-time UC analytics, protocol analysis, and call-path metrics across Skype, UC, and Citrix services. The result was faster, more accurate troubleshooting and always-on monitoring that improved Contact Center performance and customer experience, enabled proactive management, and supported the bank’s continued growth.