Case Study: a leading U.S. technology company improves voice service reliability with NETSCOUT

Leading Contact Center Improves Voice Service Reliability with Transformative Visibility

The customer, a leading U.S. technology company providing cloud-based contact center services, faced a challenge assuring voice performance for its clients. Their legacy packet flow switch was causing packet drops, which compromised IT troubleshooting and their ability to meet service level agreements. They partnered with NETSCOUT to find a solution that would provide reliable traffic mirroring while reducing architectural complexity.

NETSCOUT implemented a solution using nGenius 5010 packet flow switch appliances and passive network taps. This provided the customer with accurate, persistent network traffic distribution, which improved the success of their downstream monitoring tools and voice service reliability. The solution also significantly reduced capital expenses for the company while helping them improve SLA compliance.