Case Study: International Insurer achieves improved agent productivity with NETSCOUT nGeniusONE

International Insurer Uses NETSCOUT to Improve Agent Productivity

An international insurance carrier with a century of history and rapid double‑digit growth—relying on independent agents, web portals, and contact centers—faced mounting IT challenges as it opened a new data center and repurposed its legacy facility for disaster recovery. The company lacked visibility into the expanded DC/DR environments, was experiencing poor Skype for Business and Cisco Jabber video/voice quality at branch offices, and identified its aging packet flow switch as end‑of‑life and unable to handle growing traffic demands.

The insurer deployed NETSCOUT’s nGeniusONE with Unified Communications Collector, InfiniStreamNG appliances, and the nGenius 5000 packet flow switch to deliver real‑time UC&C analytics and modern packet brokering. The solution restored call and video quality, gave proactive, single‑vendor visibility that reduced supplier finger‑pointing, provided scalable and cost‑effective traffic management, and improved branch agent productivity while lowering OpEx/CapEx.