Organizations assure quality UC services in next-generation
contact centers
WESTFORD, Mass.--(BUSINESS WIRE)--Dec. 9, 2015--
NETSCOUT
SYSTEMS, INC. (NASDAQ: NTCT), a market leader in service assurance
and cybersecurity solutions, today announced support for high-value
Unified Communications (UC) initiatives being deployed in contact
centers all over the world. 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 unique capabilities of the
nGeniusONE platform to dramatically reduce the time to pinpoint the root
cause of service impairments impacting performance of customer-facing
contact center services.
Contact centers are often the initial, and sometimes only, point of
interaction for customers into your business. For this reason, a
high-quality communication experience is essential to enhance the
relationship, protect revenue and improve customer perception about the
company. If user experience is poor during a call or collaboration
session, transaction errors, dropped calls, long call times or long wait
times may occur and cause customers to express dissatisfaction. These
issues are difficult to resolve due to the complexity and number of
interconnected component which comprise next-generation UC environments.
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 uniquely 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 chief technology officer
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.”
To learn more about how nGeniusONE for UC in Contact Centers reduces
MTTR and quickly pinpoints the true source of the issues impacting call
quality and connection issues, NETSCOUT is hosting a webinar December 16th. For
more information and to register for this webinar, please visit http://www.netscout.com/webinar/ensuring-high-quality-communications-in-contact-centers/
Availability and Pricing
The nGeniusONE platform powered by ASI technology is solving
application, UC and network performance management problems that impact
contact centers today. NETSCOUT offers solutions on a perpetual hardware
license and/or annual subscription license basis. NETSCOUT has a
simplified pricing model that offers the nGeniusONE platform with
application service monitors, such as SIP and RTP, incorporated in the
integrated solution at no additional charge. Richer monitoring and media
analytics are available with a value-added UC software license.
About NETSCOUT SYSTEMS, INC.
NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT) is a market leader in real-time
service assurance and cybersecurity solutions for today’s most demanding
service provider, enterprise and government networks. NETSCOUT’s
Adaptive Service Intelligence (ASI) technology continuously monitors the
service delivery environment to identify performance issues and provides
insight into network-based security threats, helping teams to quickly
resolve issues that can cause business disruptions or impact user
experience. NETSCOUT delivers unmatched service visibility and protects
the digital infrastructure that supports our connected world. To learn
more, visit www.netscout.com.
©2015 NETSCOUT SYSTEMS, INC. All rights reserved. NETSCOUT,
the NETSCOUT logo, Guardians of the Connected World, Adaptive Service
Intelligence, and nGeniusONE are registered trademarks or trademarks of
NETSCOUT SYSTEMS, INC., and/or its subsidiaries and/or affiliates in the
USA and/or other countries. Third-party trademarks mentioned are the
property of their respective owners.
View source version on businesswire.com: http://www.businesswire.com/news/home/20151209005659/en/
Source: NETSCOUT SYSTEMS, INC.
NETSCOUT SYSTEMS, INC.
Donna Candelori, +1-408-571-5226
donna.candelori@NETSCOUT.com
or
W2O
Group
Brooke Shenkin, +1-212-301-7202
bshenkin@w2ogroup.com