Case Study: National Insurance Company achieves reliable Microsoft Lync signaling and voice quality with NETSCOUT nGeniusONE

nGeniusONE Enables IT to Ensure Signaling and Voice Quality of Microsoft Lync Service

A national, 45‑year‑old personal and commercial insurer ranked among the top 25 in its sector relied heavily on campus staff and remote agents whose work depends on clear phone calls. During a company‑wide migration to Microsoft Lync, persistent call signaling and voice quality problems surfaced and dragged on for months as IT and multiple vendors (Lync servers, AudioCodes gateway and others) engaged in finger‑pointing without isolating the root causes, degrading customer and employee call experiences.

IT deployed NETSCOUT’s nGeniusONE with ASI and nGenius UC Server, which quickly uncovered two distinct issues: QoS configuration errors (fixed by reconfiguring network equipment) and handset audio problems (identified via MOS analysis and resolved by upgrading phones with better noise cancellation). The solution enabled rapid problem resolution, ended vendor blame games, improved IT productivity and collaboration, and restored high‑quality signaling and voice service for employees, agents and customers.