Case Study: Cloud Communications Provider Reduces Troubleshooting Costs and Escalations with NETSCOUT’s VoIP Assurance

Reduce Troubleshooting Costs and Escalations

A cloud communications provider faced a surge in trouble tickets being escalated to costly Tier 3 support after recurring VoIP problems like one-way audio and choppy voice quality. These lingering tickets were draining resources, hurting morale, and driving up support costs (Tier 3 averages $75/hour), so management asked teams to retool their escalation process.

NETSCOUT’s carrier-grade VoIP Assurance gave lower tiers at-a-glance visibility into common audio issues, a best-practice workflow repository for recurring problems, and easy sharing of in-progress investigations when escalation is necessary. The result: fewer costly escalations, faster ticket closures, reduced troubleshooting costs, and documented savings of about $200,000 per year.