Case Study: Leading U.S. Healthcare Provider achieves improved patient contact-center experience and faster troubleshooting with NETSCOUT

Improved Contact Center Experience for Patients – Just What the Doctor Ordered!

This leading U.S. healthcare provider — with 50+ years of service and more than 9 million patients — relied on a large Contact Center to handle insurance and business inquiries, but rapid growth (35+ additional remote sites and a 70% increase in subscriber calls to 50,000+ daily) exposed gaps in visibility. IT struggled to differentiate application, network, UC, and third‑party service issues, leaving remote sites blind to performance problems and overburdening the NOC with troubleshooting.

The provider deployed NETSCOUT’s nGeniusONE with InfiniStreamNG, nGenius packet flow switches, and nGeniusPULSE with nPoints across two data centers and remote locations. The solution delivered “smart data,” single‑pane VoIP and application dashboards, and synthetic testing that provided remote visibility within two days — improving subscriber experience, speeding root‑cause resolution, reducing unnecessary NOC involvement, and delivering rapid ROI.