Case Study: Global Technology Innovator achieves reliable Unified Communications performance and reduced dropped calls with NETSCOUT

Global Technology Innovator Assures Unified Communications Services Performance with NETSCOUT

A global technology innovator that sells products through online, distributor and retail channels faced widespread voice and video problems—frequent outages, dropped calls and poor call quality across call centers and stores—that harmed customer satisfaction. After moving to a SIP-trunked topology and upgrading Session Border Controllers, IT struggled to triage and isolate issues because multiple voice teams used different tools and lacked a single correlated source of truth.

NETSCOUT deployed nGeniusONE servers with Unified Communications licenses and InfiniStream appliances (including virtual VI2000s), placing instrumentation at SIP ingress points, behind SBCs and on MPLS egress circuits to capture signaling and RTP data. The solution delivered unified, SIP-aware visibility, SIP error and MOS reporting, real-time alerts and historical traces—leading to faster mean-time-to-repair, fewer dropped calls, improved call quality and better cross-team collaboration to support SIP trunk consolidation.