NETSCOUT SYSTEMS announced support for high-value Unified Communications (UC) initiatives being deployed in contact centers.
The nGeniusONE Service Assurance platform with Adaptive Service Intelligence (ASI) patented technology offers rich insights into VoIP, video, and collaboration services simultaneously with business data services. NETSCOUT’s enterprise customers are using the capabilities of the nGeniusONE platform to reduce the time to pinpoint the root cause of service impairments impacting performance of customer-facing contact center services.
The nGeniusONE platform, with NETSCOUT’s ASI technology, helps enterprises quickly pinpoint the source of problems impacting VoIP, video or collaboration services in next-generation contact centers. nGeniusONE has a holistic view of contact center UC environments, with specialized service monitors and Service Dependency maps, revealing the interdependencies between the service delivery components to help quickly pinpoint the root-cause of UC issues and significantly reduce the Mean-Time-To-Repair (MTTR).
UC voice and video sessions depend on the efficient functioning of many components: call servers, gateways, Session Border Controllers (SBC), SIP Trunks, load balancers, firewalls as well as key network services such as DNS, LDAP/Active Directory, not to mention any middleware or backend databases. nGeniusONE analyzes this broader service delivery environment as well as UC-related services leveraging ASI metrics and service monitors for Session Initiation Protocol (SIP) and Real-time Transport Protocol (RTP) to pinpoint the true source of the problem.
“High-quality communications experiences with contact centers are an absolute necessity in today’s competitive economic environment,” said Rich Costello, Senior Research Analyst, Enterprise Communications Infrastructure with IDC. “Isolating any customer-impacting impairment quickly requires a broad view of the underlying environment in addition to call path analysis with rich metrics and specific error information. NETSCOUT’s nGeniusONE Service Assurance platform provides unified visibility that enables IT and UC teams to efficiently collaborate on researching and resolving performance issues and restoring quality customer experience with the contact center.”
“Contact centers represent the customer facing part of the enterprise, such that deployment of faster, better, more engaging technology can result in more satisfied customers who spend more time and money with your enterprise,” says Paul Barrett, Enterprise CTO at NETSCOUT. “nGeniusONE protects these investments in contact centers by ensuring that cutting edge UC technology is delivered at the highest standard, downtime is minimized with reduced MTTR, and customer communications into your call center are not impaired by poor call quality or long wait times.”
The Latest
Broad proliferation of cloud infrastructure combined with continued support for remote workers is driving increased complexity and visibility challenges for network operations teams, according to new research conducted by Dimensional Research and sponsored by Broadcom ...
New research from ServiceNow and ThoughtLab reveals that less than 30% of banks feel their transformation efforts are meeting evolving customer digital needs. Additionally, 52% say they must revamp their strategy to counter competition from outside the sector. Adapting to these challenges isn't just about staying competitive — it's about staying in business ...
Leaders in the financial services sector are bullish on AI, with 95% of business and IT decision makers saying that AI is a top C-Suite priority, and 96% of respondents believing it provides their business a competitive advantage, according to Riverbed's Global AI and Digital Experience Survey ...
SLOs have long been a staple for DevOps teams to monitor the health of their applications and infrastructure ... Now, as digital trends have shifted, more and more teams are looking to adapt this model for the mobile environment. This, however, is not without its challenges ...
Modernizing IT infrastructure has become essential for organizations striving to remain competitive. This modernization extends beyond merely upgrading hardware or software; it involves strategically leveraging new technologies like AI and cloud computing to enhance operational efficiency, increase data accessibility, and improve the end-user experience ...
AI sure grew fast in popularity, but are AI apps any good? ... If companies are going to keep integrating AI applications into their tech stack at the rate they are, then they need to be aware of AI's limitations. More importantly, they need to evolve their testing regiment ...
If you were lucky, you found out about the massive CrowdStrike/Microsoft outage last July by reading about it over coffee. Those less fortunate were awoken hours earlier by frantic calls from work ... Whether you were directly affected or not, there's an important lesson: all organizations should be conducting in-depth reviews of testing and change management ...
In MEAN TIME TO INSIGHT Episode 11, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses Secure Access Service Edge (SASE) ...
On average, only 48% of digital initiatives enterprise-wide meet or exceed their business outcome targets according to Gartner's annual global survey of CIOs and technology executives ...
Artificial intelligence (AI) is rapidly reshaping industries around the world. From optimizing business processes to unlocking new levels of innovation, AI is a critical driver of success for modern enterprises. As a result, business leaders — from DevOps engineers to CTOs — are under pressure to incorporate AI into their workflows to stay competitive. But the question isn't whether AI should be adopted — it's how ...
