Case Study: Global Business Process Outsourcing Operator eliminates dropped calls and restores SLA performance with NETSCOUT nGeniusONE

Global Contact Center Stops Dropped Calls with nGeniusONE

This global business process outsourcing contact center—supporting 300+ enterprise clients across healthcare, finance, communications and travel—was seeing widespread VoIP problems: agents’ calls were dropping (notably after about 30 minutes), call durations were inconsistent, and the company was failing to meet voice SLAs. Existing third‑party tools couldn’t visualize the call flow well enough to pinpoint the root cause, leaving customers and agents frustrated.

The company deployed NETSCOUT’s nGeniusONE UC&C platform with InfiniStream appliances, nGenius 3900 packet flow switches and TAPs to capture QoS, jitter, MOS and detailed call metadata. Within a month the team used nGeniusONE’s call search and media monitoring to identify a far‑end session border controller misconfiguration that was terminating calls at 30:01; after the vendor corrected the setting, calls completed normally. The fix restored SLA performance, improved mean‑time‑to‑resolution and call quality, and led the company to expand NETSCOUT across additional data centers.