Top Ten Law Firm Assures Global Telepresence Quality with NetScout
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- nGenius UC Server
- nGenius Voice | Video Data Collector
- nGenius Voice | Video Engine Appliance
Tech Stack
- Telepresence system
- Unified Communication (UC) system
- H.323/SIP MCU (Main Control Unit) blade server
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The customer is a global law firm, one of the top ten largest in the world with approximately 2,000 attorneys in 31 offices across 14 countries. The privately held organization recorded over $1.5B in annual billing revenue last year. The full-service firm specializes in business law including transactional, litigation, corporate, and regulation across multi-government venues. The firm leverages expert teams across their corporate, environmental, finance, litigation and tax departments to respond to clients quickly with critical in-depth subject matter in over 30 languages. With expertise and information spread across geographies, attorney and staff are greatly reliant upon accessibility and collaboration tools to provide the business and legal solutions that clients expect.
The Challenge
The law firm had deployed a state-of-the-art unified communication (UC) system to improve intra-firm and client communications. A significant part of this investment was the multi-screen, multi-point immersive Telepresence suites in each of their offices worldwide. However, as the usage of the system increased, the number of serious performance problems, including dropped users, rose in incident and severity. The IT staff initially turned to their traditional telephony tools to investigate the occurrences and resolve the problems, but the traditional tools were all showing “green lights,” indicating normal operation. With little visibility into the Telepresence system and its problems, the IT staff was growing increasingly frustrated and spending too many hours trying to identify and resolve issues in a largely haphazard manner.
The Solution
The IT staff selected NetScout to assure Telepresence end user experience to provide the performance management and granular visibility needed. Within days of installation, nGenius UC Server was already analyzing the bi-directional RTP/RTCP media streams for each Telepresence participant, no matter the location, and displaying realtime metrics and diagnostics for the staff to review. The nGenius solution helped the staff pinpoint and solve the intermittent packet loss problem that affected the reliability and performance of the Telepresence sessions. Before nGenius UC Server, the IT staff had no way to record, replay, diagnose and solve the intermittent packet loss. With the great success using nGenius UC Server, the firm also added nGenius Voice | Video Data Collector to extend overall capabilities by allowing IT staff to correlate call data records (CDRs) from user IP addresses for faster identification and improved session management.
Operational Impact
Quantitative Benefit
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