Case Study: Multi-billion Dollar European Service Provider lowers MTTR and gains unified performance visibility with NETSCOUT nGenius Enterprise Performance Management

Service Provider Lowers MTTR for Customer-Impacting Performance Issues

This multi‑billion‑dollar European service provider that delivers broadband and mobile services to millions faced recurring performance problems that impacted contact centers, retail stores, web portals and employee productivity. Their legacy monitoring tools required accessing multiple devices separately and lacked visibility into cloud and virtualized environments, so the IT team needed a centralized, single‑pane solution to quickly detect and resolve customer‑impacting issues.

They deployed NETSCOUT’s nGeniusONE platform with InfiniStreamNG 9800 appliances across data centers and network edges to provide real‑time deep packet inspection and media monitoring. This centralized approach enabled faster root‑cause identification (call misrouting, Wi‑Fi roaming drops, IPS‑related packet loss), proactive load testing for launches, and continuous site monitoring—lowering MTTK/MTTR, reducing tool sprawl, and improving collaboration while protecting their monitoring investment and preserving customer experience and employee productivity.