公司规模
Large Corporate
地区
- America
国家
- United States
产品
- nGeniusONE® Service Assurance platform
- InfiniStreamNG™ appliances
- nGenius® packet flow switch appliances
- nGeniusPULSE Server and nPoints
技术栈
- Voice over IP (VoIP)
- Adaptive Service Intelligence™ (ASI) technology
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
- 医疗保健和医院
服务
- 系统集成
- 测试与认证
关于客户
客户是一家领先的美国医疗保健提供商,50 多年来一直提供家庭、急救和专科护理服务。他们为众多地区的 900 多万患者提供支持。该医疗保健提供商致力于为患者提供安全、快速的诊断和个性化治疗计划,这需要为人员配备和区域交付分配大量组织资源。作为组织对患者护理关注的一部分,该医疗保健提供商通过高度可用的联系中心为其订阅者提供随时联系知识渊博的代表的服务,该中心的任务是解决保险问题和业务问题。
挑战
该医疗保健提供商面临着确保与联系中心进行高质量用户交流以支持保险问题的挑战。他们在区分应用程序、网络、UC 和服务相互依赖性性能问题方面面临持续的 IT 挑战。其远程设施环境的扩展需要可视性和监控。医疗保健提供商的业务增长给 IT 团队带来了其他挑战。他们的房地产足迹已增长到总共 75 个代理位置和 125 个远程站点,现在所有这些都需要可视性和性能监控。IT 团队发现其他工具和方法非常无效,他们对这种缺乏可视性的情况越来越沮丧。
解决方案
该医疗保健提供商通过在两个主要数据中心安装 NETSCOUT® InfiniStreamNG (ISNG) 设备和 nGenius 数据包流设备,增强了其扩展业务服务环境的可视性和管理。IT 团队现在受益于对网络流量的全面可视性,使用 nGeniusONE 服务保证平台和 NETSCOUT 的专利 Adaptive Service Intelligence™ (ASI) 技术将医疗保健提供商的高价值网络数据包数据转换为“智能数据”,以供 nGeniusONE 进行更智能的分析。为了促进这种全面可视性,安装在数据中心的 nGenius 数据包流交换机可靠地将网络流量馈送到托管 ASI 技术的 ISNG 设备。因此,IT 团队拥有了以前缺乏的语音流可视性,nGeniusONE 服务仪表板和服务监控分析提供了对 VoIP 性能和联系中心代理体验的单一视图。
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