Case Study: a large digital security company improves VoIP call quality with ServicePilot

Troubleshoot Skype for Business Incidents Faster with ServicePilot

A large digital security company with offices in 44 countries and 12,000 employees was struggling to maintain good VoIP call quality across its global network. Despite WAN QoS policies, users still experienced poor voice quality on phone and conference calls, and the IT teams could not identify the root cause. The company turned to ServicePilot for help troubleshooting Skype for Business incidents faster.

ServicePilot provided continuous analysis of Skype for Business call quality, infrastructure monitoring, and correlation between service degradation and technical issues. By combining QoE data, server health indicators, and network visibility, ServicePilot helped the customer pinpoint the problem to front-end server CPU saturation and overloaded switch interfaces. As a result, the company improved VoIP service quality and set up ongoing activity reports to track audio calls, conference calls, and infrastructure performance.