Case Study: Large Energy Company regains IT control of the client edge and restores remote user experience with NETSCOUT nGeniusPULSE

Regaining IT Control of the Client Edge With NETSCOUT Enhancing Vendor-Independent Visualization Into User Experience Across Remote Office Network

This multi-country energy company with more than 10,000 service specialists was facing rising Help Desk tickets from remote contact centers and power users after a workforce shift increased reliance on multi-vendor cloud and network services (Azure, AWS, Office 365/Teams, Webex, managed VPN/VoIP). IT lacked end-to-end visibility at the client edge — compounded by a BPO’s refusal to provide packet captures — making it difficult to troubleshoot service degradations and determine vendor responsibility.

IT deployed NETSCOUT’s nGeniusPULSE virtual server in Azure with nPoint hardware and virtual sensors to run continuous synthetic tests and dashboarded views of user experience. The solution quickly identified Office 365/Teams and VoIP performance degradations, produced forensic evidence of Microsoft and BPO SLA non‑compliance, and — with easy virtual deployment and portable sensors across ~30 sites — improved remote user access, reduced troubleshooting time, and compelled vendors to remediate service issues.