NETSCOUT > Case Studies > Voice of the Customer: Unified Communications Performance Management Challenges and Solutions

Voice of the Customer: Unified Communications Performance Management Challenges and Solutions

Customer Company Size

Large Corporate

Country

Worldwide

Product

NETSCOUT nGeniusONE
Adaptive Service IntelligenceTM (ASI) technology

Tech Stack

Unified Communications (UC)
Quality of Service (QoS)
Session Initiation Protocol (SIP)

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements
Customer Satisfaction

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Business Operation
Sales & Marketing

Use Cases

Remote Collaboration
Real-Time Location System (RTLS)
Remote Control

Services

System Integration
Software Design & Engineering Services

About The Customer

The article does not provide a specific customer description.

The Challenge

Unified Communications (UC) tools promise to provide web and video conferencing, instant messaging, voice, desktop and data sharing across multiple devices and media with exceptional user experience. However, the performance of UC applications is highly dependent on the infrastructure that it runs on. Problems within this IT environment will degrade UC performance and it can happen anywhere and at any time. Common problems include quality of service (QoS)/DSCP mismatch, signaling failures such as errors between the call server and session border controller over a SIP trunk, Active Directory not configured correctly, packet loss and jitter. UC users thus experience poor call quality, call and video latency delays, one-way audio, grainy video, or static noise during video conferencing.

The Solution

NETSCOUT’s nGeniusONE platform gives organizations a holistic, end-to-end operational visibility of their entire UC and network infrastructure, thus providing extensive service performance insights. NETSCOUT solutions provide service assurance in complex multi-vendor environments and visibility into all UC components including network, gateways, call servers, applications and end points. NETSCOUT’s award-winning solutions are driven by its ASI technology. NETSCOUT brings clarity to complex UC processes using its patented ASI technology to collect, correlate, and contextually analyze traffic data. ASI technology runs on NETSCOUT’s physical and virtual Intelligent Data Sources and generates highly scalable metadata in real time as the IP traffic traverses physical or virtual links. With pervasive instrumentation and ASI technology at work, traffic-based intelligence provides a complete understanding of the UC service experience and can quickly identify the source of a performance problem.

Operational Impact