Case Study: UC&C SaaS Company achieves cloud visibility and 6‑9s customer experience with NETSCOUT nGeniusONE

UC&C SaaS Company Puts Customer Quality First With Visibility to Cloud Solutions

This 25‑year‑old, multi‑billion‑dollar technology company provides omni‑channel contact‑center platforms to 11,000 customers worldwide and prioritizes a high‑quality customer experience (targeting “6‑9s” availability). After acquiring a cloud‑based product, they found the acquired monitoring tool expensive and incomplete and needed the same deep visibility and unified communication (UC) troubleshooting they had for their on‑premise flagship to ensure consistent service quality during cloud migration.

They deployed NETSCOUT’s nGeniusONE service assurance platform with InfiniStreamNG software appliances across on‑premise and cloud environments. This gave IT, customers and carriers shared packet‑level visibility to isolate root causes (e.g., an end‑user configuration issue), successfully handle peak events like Black Friday, and monitor trends in real time. The single solution delivered pervasive UC visibility, faster remediation, and a foundation for future cloud migrations while preserving the service levels customers expect.