Case Study: Global Manufacturing Company achieves 15-minute VoIP issue resolution and improved Contact Center UC&C visibility with NETSCOUT

Manufacturer Resolves VoIP Quality Issue in 15 Minutes

A global manufacturing company’s U.S. unit — with 20 operational facilities and a sales channel of over 1,000 dealers — expanded call center capacity and migrated several sites to SIP trunking to handle rising call volumes. IT struggled to monitor VoIP and UC performance across regions due to inconsistent QoS tagging, multiple monitoring tools, and limited visibility, which caused long troubleshooting times and service gaps.

The company upgraded to NETSCOUT’s nGeniusONE for UC, InfiniStreamNG appliances, and nGenius 5010 Packet Flow Switches to gain a single, UC-specific view of voice traffic with pre-built SIP workflows and dashboards. As a result they pinpointed a QoS issue in 15 minutes, dramatically reduced MTTR, improved contact center call quality, and increased IT efficiency by consolidating monitoring and enabling proactive QoS enforcement.