欧洲银行利用 NETSCOUT 确保 UC 服务的高质量客户体验
公司规模
Large Corporate
地区
- Europe
产品
- nGeniusONE Service Assurance platform
- InfiniStream appliances
- Adaptive Service Intelligence (ASI) smart data technology
技术栈
- Microsoft Skype for Business
- Unified Communications (UC) technology
- Citrix
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
用例
- 远程协作
服务
- 系统集成
- 云规划/设计/实施服务
关于客户
客户是一家领先的欧洲银行，在欧洲大陆设有数百家分支机构，其子公司还负责管理海外的其他金融业务。该银行为多个大洲的 100 多万客户提供全方位的个人和商业金融服务。该银行设有业务和技术中心，拥有数千名全球员工。该银行一直有效地仔细识别其他金融服务提供商服务不足的地理区域，并建立国内业务来填补这些空白。该银行利用联系中心资源远程处理客户的账户管理请求，这是其业务增长的一个因素。
挑战
该银行最近部署了 Microsoft Skype for Business 技术来补充其联系中心现有的统一通信 (UC) 技术。然而，IT 团队在排除 UC 技术环境故障时开始遇到问题。具体来说，IT 团队发现 Skype 很难监控，而他们现有的工具没有提供成功的故障排除方法。这些问题很快就开始影响客户服务质量，IT 意识到需要引入一种解决方案来帮助更好地监控其联系中心技术。
解决方案
该银行选择了 NETSCOUT 的下一代服务保障技术来监控其整个联系中心技术环境，包括 Skype、UC 和 Citrix 平台。nGeniusONE 平台提供了独立于供应商的实时应用程序性能、报告和问题解决监控，以确保提供卓越的联系中心服务。使用 NETSCOUT 的自适应服务智能技术（托管在 InfiniStream 设备中）提供的智能数据，nGeniusONE UC 性能指标可以通过一系列关键点来查看，例如位置、用户社区、服务器、用户和应用程序。利用 InfiniStream 解决方案从整个银行 IT 环境中的关键有利位置收集流量数据的能力，nGeniusONE 提供了对 UC 环境的可视性和实时评估。
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