Case Study: Large U.S. Commercial Bank achieves rapid resolution of call center voice-quality issues and improved customer experience with NETSCOUT nGeniusONE

nGeniusONE Pinpoints Source of Voice Quality Issues in Call Center, Ensuring Better Customer Experience

A top-five U.S. commercial bank with more than 3,000 branches and nearly 20 million customers was migrating its call centers to SIP trunking to modernize unified communications and realize projected savings of about $1M per month. During the multi-vendor upgrade, persistent QoS problems caused long call queues and delays across 24/7 call centers; lacking vendor-independent visibility, IT teams spent excessive time in finger-pointing and could not quickly identify the root cause.

NETSCOUT’s nGeniusONE platform (with ASI), InfiniStream appliances and UC servers quickly isolated the issue: call traffic entered the SBC with the correct QoS tag (46) but exited the outsourced IVR with a tag of 0, resulting in best-effort treatment and queuing. That precise insight enabled IT and vendors to fix the misconfiguration, dramatically reducing mean time to know and repair, restoring call-center performance and improving customer experience through faster, collaborative problem resolution.