Case Study: Global Hospitality and Entertainment Company achieves faster issue resolution and improved guest-facing service quality with NETSCOUT

Hospitality Gains Visibility to Deliver Quality Guest-Facing Services with NETSCOUT

A major U.S.-based hospitality and entertainment resort (part of a global company generating ~$10B annually) needed to protect its digital guest experience across thousands of rooms and large campus grounds. During data center transformations — including a migration to Cisco ACI, a move to a SaaS reservations app, and contact center/UC&C enhancements — the IT team experienced Severity 1 incidents and lacked the deep visibility required to quickly pinpoint and resolve service disruptions that could harm reservations, on‑site services, and guest satisfaction.

They deployed NETSCOUT’s nGeniusONE platform with InfiniStreamNG and vSTREAM appliances, nGenius Packet Flow Switches, and nGenius Visibility as a Service (VaaS) for 24/7 monitoring and expert triage. This combination delivered real‑time, packet‑based analysis, reduced Mean‑Time‑to‑Knowledge/Resolve, improved IT collaboration and proactive alerts, and helped the team rapidly identify issues (browser errors, bad gateways, WannaCry infections, QoS mismatches), freeing IT to focus on innovation while protecting the guest experience.