Ensuring VoIP Quality at Healthcare Call Centers | NETSCOUT

nGeniusONE: Ensuring VoIP Quality at
Healthcare Call Centers


  • Enables IT to pinpoint root cause of call quality degradation in call centers
  • nGeniusONE provides critical insights into the performance of packet-based traffic
  • Allows IT team to quickly address problems and improve customer experience
A Fortune 50 health and well-being company delivers insurance and pharmaceutical coverage approvals, premiums costs and invoices, and payment histories, as well as websites for subscriber services and support for its 45 million customers.

The Challenge: Call Quality Issues Adversely Impact Customer Service Experience

With a major unified communications (UC) project under way, this healthcare insurance provider was faced with the challenge of ensuring call quality at their customer call centers. New session initiation protocol (SIP) trunk services were suffering from degradations in performance, resulting in the poor call quality. With a high volume of calls routed though the organization’s contact centers out to their more than 200 home-based agents, voice quality issues presented a significant problem with the customer service experience.

The IT team faced months of intermittent VoIP problems that manifested as high signal-to-noise ratios on contact center calls being transferred to home-based agents. IT required visibility into UC services in order to analyze service quality, and to pinpoint and resolve the issues.

The Solution: nGeniusONE Dramatically Improves Triage Activities for UC Services

As a long-term technology partner, NETSCOUT™ was the logical choice to help the healthcare insurer improve triage activities for its new UC deployment. To isolate and pinpoint the root cause of call quality issues, the nGeniusONE™ Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology, InfiniStream® appliances and the nGenius® UC Server solution (formerly nGenius Voice l Video Manager) were employed to gain visibility into the source of the call noise.

Using nGeniusONE, the IT team determined that transfers within the gateway from one card to another were responsible for noise 98% of the time. Once identified as the cause, the team was able to quickly and easily replace the faulty card, eliminating the problem.

The traffic intelligence provided by nGeniusONE also helped identify the IP Telephony devices and associated VPN tunnel for calls going out to the home-based agents that had been misconfigured. This misconfiguration was responsible for dropped packets, resulting in poor call quality. After configuration of the IP Telephony equipment was corrected, call quality to home-based agents was vastly improved.

Value: Ensuring the Quality of the Customer Call Experience

NETSCOUT’s nGeniusONE solution has been instrumental in ensuring the success of this healthcare insurer’s UC deployment. By providing critical insights into the performance of packet-based traffic, IT can pinpoint the reason behind call quality degradations in call centers and with home-based agents, and can quickly address the problems.

nGeniusONE Enables IT to:
  • Ensure high quality customer experience in the call centers.
  • Reduce time lost to researching complex, multi-vendor issues.
  • Improve customer service and overall user experience.