Case Study: Innovative U.S. Insurer achieves assured digital transformation and improved application and contact‑center performance with NETSCOUT nGeniusONE

Innovative U.S. Insurer Leverages NextGeneration NETSCOUT Solution to Assure Digital Transformation Success

This prominent U.S. insurer with more than 500,000 personal and commercial customers had earned recognition for its fast-moving digital services (including a mobile claims photo app) but was experiencing intermittent slowdowns and outages after a data center reconfiguration and a move to centralized SIP trunking. These issues threatened customer and agent experience, complicated a planned data center migration that required end‑to‑end visibility, and left Telecom teams stuck in reactive troubleshooting for contact center voice problems.

The company deployed NETSCOUT’s nGeniusONE with InfiniStreamNG appliances and nGenius 5000 packet flow switches—tapping traffic into a unified dashboard for real‑time application and UC visibility and packet-level forensics. The solution enabled proactive voice monitoring, faster root‑cause analysis and reduced MTTR, delivered consistent digital application performance, improved customer satisfaction and retention, and extended ROI by combining next‑generation and existing NETSCOUT assets while lowering overall TCO.