Case Study: Unified Communications Company achieves rapid UC issue triage and improved ROI with NETSCOUT nGeniusONE

Voice of the Customer Unified Communications Performance Management Challenges and Solutions

NETSCOUT addressed the common reality that Unified Communications (UC) — voice, video, messaging and collaboration — can degrade anywhere across routers, switches, SIP trunks, call servers, endpoints and cloud services, producing poor call quality, latency, one‑way audio and frustrated users. Enterprises with global operations (illustrated by a large tourism customer) needed holistic, real‑time visibility and faster triage to protect customer experience and reduce operational costs.

NETSCOUT’s nGeniusONE platform powered by Adaptive Service Intelligence (ASI) collects and correlates traffic metadata in real time across physical and virtual links, enabling rapid identification of root causes and cross‑domain troubleshooting. Customers report dramatically faster problem identification and resolution (75–100% faster MTTK in some cases), large MTTR reductions (up to ~90%), improved uptime and quality, lower OPEX and measurable ROI from unified monitoring of data, voice and video.