Case Study: Business Process Outsourcer achieves rapid CCaaS deployment and assured end-user experience with NETSCOUT nGeniusONE

NETSCOUT Visibility Assures End‑User Experience With CCaaS

A large business process outsourcer (BPO), together with a leading Unified Communications (UC) technology partner, sought to launch cloud-based Contact Center as a Service (CCaaS) for enterprise and government customers but faced complexity in assuring end-user experience. They needed vendor-agnostic, real-time visibility and monitoring to support large-scale deployments (up to 40,000 concurrent sessions per pod) and ensure SLAs as they entered the CCaaS marketplace quickly.

The partners implemented NETSCOUT’s solution—nGeniusONE service assurance, InfiniStreamNG software appliances, Packet Flow OS with Fabric Manager, and NETSCOUT remote engineering—to provide end-to-end, real-time visibility and smart packet management. The result was rapid, production-ready CCaaS rollouts, faster time-to-market, measurable SLA compliance, and consistently high-quality voice and video experiences for government and enterprise callers, while expanding the BPO’s service channels and revenue opportunities.