Case Study: Global Contact Center Services Provider achieves cost savings, reduced downtime and faster MTTR with NETSCOUT nGeniusONE

Global Contact Center Service Provider Assures High-Quality Experience with Visibility

A global Contact Center Service Provider supporting hundreds of clients across government, healthcare, finance and travel — with more than 45,000 agents and $3.5M in daily transactions — expanded by adding 11 call centers and two major data centers. To speed deployments and ensure consistent, high-quality service the Infrastructure Solutions Architecture team needed a standardized visibility and monitoring platform and an ROI-backed recommendation for which toolset to include in the bill of materials for all new client builds.

The team standardized on NETSCOUT’s nGeniusONE Service Assurance platform with InfiniStreamNG, packet flow switches and nGeniusPULSE, which delivered real-time UC, network and application visibility. Results included an 83% reduction in MTTR (from 72 to 10 hours), 85% of tickets closed without escalations, fewer points of contact, more than $1M saved from reduced downtime and hundreds of thousands in infrastructure cost avoidance — prompting NETSCOUT’s inclusion in all future deployments.