Case Study: State & Local Government achieves increased end-user satisfaction and faster remote troubleshooting with Riverbed UC Xpert

State & Local Government - Customer Case Study

A state & local government agency implemented Riverbed’s OPNET Unified Communications Xpert to address limited visibility and reactive management of its UC environment. The organization—managing fewer than 1,000 UC phones across 1–20 sites—needed proactive monitoring of endpoint availability and performance, remote troubleshooting, and insight into trunk utilization, PBX faults, threshold violations and registration outages.

By deploying UC Xpert’s real-time infrastructure monitoring and alerting, remote phone control (Help Desk + Remote Hands), utilization reporting and remote diagnostics, the agency centralized support, gained clearer baselines to spot anomalies, and improved problem isolation. Results included higher end-user satisfaction and streamlined support operations; as the customer noted, the remote hands function is “a must have.”