Global Contact Center Stops Dropped Calls with nGeniusONE
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance platform
- InfiniStream appliances
- nGenius 3900 Series Packet Flow Switches
- NETSCOUT TAPs
Tech Stack
- VoIP
- Unified Communication & Collaboration (UC&C)
- G.729 codec
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Telecommunications
Services
- System Integration
- Training
About The Customer
This leading, global business process outsourcing operator is extending its solution portfolio and call center footprint to offer expanded services to its more than 300 customers. The company’s customer base includes major, global clients in healthcare, financial services, communications, and travel & leisure markets. In addition to call management services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. Contact center operations are based in numerous call center facilities, also leveraging co-location data centers and home-based customer service agents using cloud-based call management platforms.
The Challenge
The company's call center agents began experiencing issues with dropped voice calls, resulting in customer service exchanges being interrupted before completion. Regardless of call status, telephone call lengths were varying from agent to agent, with customer exchanges abruptly dropping after 30 minutes. In addition to dealing with customer service issues and frustrated call center agents unable to perform their duties as a result of the dropped calls, the company was unable to consistently meet negotiated Service Level Agreement thresholds regarding voice performance for the companies they were contracted to serve. Existing third-party tools being employed by the IT team were unable to view the call flow architecture in a manner required for successful troubleshooting.
The Solution
The company selected the nGeniusONE Service Assurance platform to manage the Unified Communication & Collaboration (UC&C) technology operating in its two call center locations. In deploying redundant NETSCOUT configurations in two call center locations, the company implemented nGeniusONE platform for UC&C, including G.729 codec support. In addition, the company installed InfiniStream 4595 appliances, with Adaptive Service Intelligence at its call centers, as well as nGenius 3900 Series Packet Flow Switch (PFS) technology and NETSCOUT TAPs. The company uses the 3900 Series PFS for traffic aggregation in the two data centers, including to/from distribution switches to the core, as well as from distribution switches to edge routers.
Operational Impact
Quantitative Benefit
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