Case Study: Global Contact Center Services Provider achieves rapid government call center launch and uninterrupted citizen services with NETSCOUT

Government Agency Successfully Establishes Outsourced Call Center for Citizens during COVID-19

A global Contact Center Services Provider (CCSP) that supports thousands of agents and millions in daily transactions was contracted to stand up a hosted Cisco Webex contact center for a federal agency at the start of COVID-19. The pandemic drove a sudden surge in remote demand, forcing an accelerated launch of a UCaaS platform sized for thousands of concurrent citizen calls and chats with no room for service interruption.

NETSCOUT supplied its nGeniusONE service assurance platform, InfiniStreamNG software appliances, packet flow software and switches, Fabric Manager, and remote engineering expertise, deploying visibility tools weeks ahead of contract sign-off, tuning Webex capacity, and adapting real-time monitoring for SLA validation. The result was uninterrupted delivery of benefits to citizens, successful rapid call center establishment, and an enhanced government-sector reputation for the CCSP.