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
Nearly all (99%) globa IT decision makers, regardless of region or industry, recognize generative AI's (GenAI) transformative potential to influence change within their organizations, according to The Elastic Generative AI Report ...
Agent-based approaches to real user monitoring (RUM) simply do not work. If you are pitched to install an "agent" in your mobile or web environments, you should run for the hills ...
The world is now all about end-users. This paradigm of focusing on the end-user was simply not true a few years ago, as backend metrics generally revolved around uptime, SLAs, latency, and the like. DevOps teams always pitched and presented the metrics they thought were the most correlated to the end-user experience. But let's be blunt: Unless there was an egregious fire, the correlated metrics were super loose or entirely false ...
This year, New Relic published the State of Observability for Financial Services and Insurance Report to share insights derived from the 2023 Observability Forecast on the adoption and business value of observability across the financial services industry (FSI) and insurance sectors. Here are seven key takeaways from the report ...
In MEAN TIME TO INSIGHT Episode 4 - Part 2, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at Enterprise Management Associates (EMA) discusses artificial intelligence and AIOps ...
In the course of EMA research over the last twelve years, the message for IT organizations looking to pursue a forward path in AIOps adoption is overall a strongly positive one. The benefits achieved are growing in diversity and value ...
Today, as enterprises transcend into a new era of work, surpassing the revolution, they must shift their focus and strategies to thrive in this environment. Here are five key areas that organizations should prioritize to strengthen their foundation and steer themselves through the ever-changing digital world ...
If there's one thing we should tame in today's data-driven marketing landscape, this would be data debt, a silent menace threatening to undermine all the trust you've put in the data-driven decisions that guide your strategies. This blog aims to explore the true costs of data debt in marketing operations, offering four actionable strategies to mitigate them through enhanced marketing observability ...
Gartner has highlighted the top trends that will impact technology providers in 2024: Generative AI (GenAI) is dominating the technical and product agenda of nearly every tech provider ...
In MEAN TIME TO INSIGHT Episode 4 - Part 1, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at Enterprise Management Associates (EMA) discusses artificial intelligence and network management ...