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.”
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