Case Study: U.S. States Energy Company achieves MTTR reduction from weeks to minutes with NETSCOUT nGenius Enterprise Performance Management

NETSCOUT Visibility Reduces MTTR from Weeks to Minutes

A century-old U.S. power and gas utility serving millions faced recurring performance and voice‑quality problems across its distributed infrastructure — from VMware virtualized data centers and colocation sites to contact centers, remote business offices, and unmanned substations. Gaps in visibility for NSX/vSphere environments, UC&C issues, and delays in AMI data were extending troubleshooting times from days or weeks.

NETSCOUT’s nGenius Enterprise Performance Management (virtual nGeniusONE/DGM, InfiniStreamNG, vSTREAM, and nPoint appliances) was deployed across the estate to provide end‑to‑end packet and transaction visibility and synthetic user testing. The solution enabled rapid root‑cause identification for vMotion, call‑quality and call‑distribution faults, and SCADA/DNP3 issues, cutting MTTR in many cases from weeks to minutes and improving UC&C and contact‑center service quality.