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How many times have we heard permutations of scripted explanations such as “the computer is running a little slow today” when calling insurance, financial, or healthcare contact centers with questions about benefits or claims? Chances are, those instances only increased for many of us during the hybrid workforce transition, as Customer Service Representatives (CSRs) moved out of their contact centers and into work-from-home (WFH) offices.

WFH added another service edge that information technology (IT) teams needed to visualize and monitor—the client edge, where CSRs directly access cloud-based Unified Communications as a Service (UCaaS) platforms essential to their job functions from workstations connected to their personal internet service provider (ISP). Beyond ISP performance, IT now must factor how enterprise virtual private network (VPN) and virtual desktop infrastructure (VDI) support these WFH environments. As a result, successful troubleshooting related to resolving why the “computer is running a little slow” has grown more complex for the desktop, application, network, UC&C, Telepresence, and security operations resources tasked with assuring that enterprise technology is not the root cause.

Simply stated: “more service edges, more problems.”

Learn how one leading healthcare and the business process outsourcer upon which it relied for application hosting services used NETSCOUT’s service edge visibility to close blind spots across this multi-tier environment and return UC&C technology performance to reliable levels.

Read the case study

Boutin is a Senior Product & Strategic Marketing Manager at NETSCOUT.

  • Enterprise

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