Case Study: Leading Business Process Outsourcer achieves reliable healthcare contact‑center performance with NETSCOUT nGeniusONE and nVaaS

Using Smart Edge Visibility To Assure Healthcare & BPO Environments

A leading Business Process Outsourcer (BPO) that hosts critical applications for healthcare clients faced recurring “screen freezes” and session timeouts during real‑time billing lookups used by Contact Center CSRs. The intermittent performance problem persisted for over a year and was difficult to diagnose because IT teams on both the BPO and healthcare sides lacked visibility across the shared service edges.

By leveraging NETSCOUT’s nGeniusONE service assurance, InfiniStreamNG/vSTREAM appliances, packet brokers and nGenius Visibility as a Service (nVaaS), the teams gained single‑pane smart edge visibility, which isolated the root cause to Cisco ACI routing and ruled out load balancers, application and Citrix servers. The resolution eliminated billing lookup timeouts, restored reliable Contact Center performance, and improved shared service delivery and operational visibility.