Case Study: The Riverside Company achieves 75% faster VoIP resolution and boosts user satisfaction to 9 with Riverbed SteelCentral UCExpert

Proactive VoIP Monitoring Improves Performance of Business-Critical Voice Communications

Riverside Company, a global private equity firm managing more than 70 portfolio companies, depended heavily on phones and videoconferencing but was hampered by low VoIP satisfaction (rated 5–6/10) and a reactive support model. IT managed multiple Cisco CallManager clusters across regions and needed remote diagnostic tools and proactive monitoring to detect and resolve issues before users reported them.

Riverside implemented Riverbed SteelCentral UCExpert for remote phone access, automated scripting and real-time performance monitoring (alerts arrive 2–5 minutes before users notice problems). The result: user satisfaction jumped to 9/10, VoIP-related help-desk calls fell 35–40%, issue resolution time dropped by about 75%, and new VoIP rollouts became faster with fewer production problems.

The Riverside Company

Stalin Guilamo

Manager of Network and Telephony Operations