Case Study: Leading Retail Lending Company achieves increased revenue, lower costs, and improved call quality with NETSCOUT

Service Assurance Improves Online Mortgage Broker’s Revenue Opportunities, Costs and Quality Services

A large U.S.-based online mortgage broker and retail lender—relying on call centers and automated dialers to generate revenue—migrated to SIP trunking to cut costs (projected up to $100K/month) and increase outbound calls. After rollout, customers experienced poor call quality (echo, QoS and dialing problems) and app errors that threatened the initiative’s success and revenue, while IT struggled to proactively pinpoint and triage the root causes.

The company deployed NETSCOUT’s nGeniusONE Service Assurance platform with InfiniStream appliances to collect and analyze traffic across data centers, provide VoIP/SIP visibility, and flag issues such as device oversubscription. This enabled faster root-cause identification, reduced MTTR, lower monthly vendor costs, reclaimed resources after campaigns, and restored high-quality customer experience—unlocking greater revenue opportunities and operational scalability.