Case Study

Bringing Borderless Visibility to EMS Call Center Business

Bringing Borderless Visibility to EMS Call Center Business

Highlights

The Challenge
  • Build-out of EMS Call Center requires monitoring of carrier-grade voice and data delivery
  • In-place SLAs governing EMS call services need validation
The Solution
  • nGeniusONE® & nGenius®PULSE and nPoints
  • InfiniStreamNG™ appliances, vSTREAM™ virtual appliances, and NETSCOUT® Certified Packet Flow Operating System software
The Results
  • Improved EMS service delivery to local citizens and first responders
  • On-schedule, business-ready EMS Call Center

Customer Profile

This U.S. company is changing the way global government agencies can deliver Emergency Medical Service (EMS) support to their constituents.

The company’s success in providing Call Center solutions to hundreds of global customers has equipped them with the know-how required for establishing a scalable delivery network infrastructure designed to bring carrier-grade voice and data services for EMS.

The company has long relied on NETSCOUT’s smart visibility and real-time performance monitoring analytics to help assure deliver of their Call Center services to hundreds of global customers.

The Challenge

Government agencies in both U.S. and Canada are looking to transform legacy EMS delivery technology to better accommodate today’s mobile, text, imaging, video, and data platforms. As a result, some state, provincial, and local first-responder agencies are rethinking how to better deliver EMS support to residents, including outsourcing technology services to leading thirdparty providers. That is where this leading Call Center company used lessons learned in their other business lines to improve voice and data delivery network support capabilities for police, fire, and EMT teams.

With the high stakes involved in delivering EMS Call Center solutions, the company was committed to offering network carrier-grade voice and data support to help customers improve service delivery. The EMS Call Center would also offer agency customers and their first responders:

  • A voice over IP (VoIP) switch solution to replace existing telephone exchanges
  • Multimedia call processing and a unified call flow, with intelligent call routing based on employee skill sets
  • A customizable user interface

As a result, the company’s Call Center design factored the following technology features:

  • Virtualized environment, including virtual call switches used for call servers
  • Physical, redundant network segments, where Call Signaling gets routed to set up telephone network connections

With Service Level Agreements (SLAs) governing the availability, performance, and quality of Call Center service delivery to future clients, it was important that the company’s production system offer superior voice and data coverage from Day 1. Company leadership knew EMS Call Center program success would depend on having the same high levels of end-to-end visibility and real-time Unified Communications & Collaboration monitoring already in place to support other Contact Center lines of business.

Solution in Action

The company is assuring uninterrupted service delivery for EMS customers by using NETSCOUT’s smart visibility and real-time monitoring solution for the UC&C, application, and network technologies running on physical, virtual, and cloud-based platforms in their new Contact Center. In this integrated solution:

  • The nGeniusONE platform takes advantage of NETSCOUT smart data for real-time monitoring of the EMS Contact Center’s call signaling, SIP monitoring, and call set-up capabilities. Real-time Service Dashboard views are used for first-level troubleshooting, with Service Monitors providing highly valued call querying compliance with National Emergency Number Association (NENA) standards regarding ID numbers used to identify specific emergency calls.
  • InfiniStreamNG (ISNG) appliances bring visibility into performance of physical network segments, with vSTREAM virtual appliances providing views into virtual switch platforms operating in the EMS Call Center, as well as call hops between physical and virtual platforms.
  • NETSCOUT Certified Packet Flow Operating System (PFOS) software brings additional resiliency to NETSCOUT data sources by providing network traffic distribution and load balancing of monitored traffic across the EMS Call Center.
  • nGeniusPULSE and nPoints are used for continuous testing that validates consistent, overall availability in the EMS Call Center, leveraging SNMP polling and TCP port testing.

The EMS Call Center operators find the user-intuitive nGeniusONE workflows provide a robust, real-time monitoring platform to investigate call signaling and set-up issues down to the individual call. The company is also better equipped to validate service performance in compliance with established SLAs, using nGeniusONE troubleshooting to address emerging issues in the EMS Call Center environment and identifying those occurring in customer environments.

The Results

The company’s ability to offer outsourced high-quality voice and data services to their EMS customer base brings many benefits:

  • For citizens in need, they are equipped to better communicate with first responders using text, voice, email, and SMS.
  • For local first responders, technology limitations no longer stand in the way of effective call support, with a carrier-grade voice and data network providing reliable communications support necessary for effective service delivery.
  • For local agencies, the managed service model allows them to contain costs, while improving the Call Center technology that first responders and citizens each rely on in times of need.

For the company, their continued use of NETSCOUT for smart visibility in this new EMS Call Center environment allowed them to successfully offer production-level service on Day 1. As a result, they are already establishing multi-year service agreements with the government agencies they look to assist in the marketplace.

nGeniusPULSE

nGeniusPULSE delivers the visibility needed into today’s evolving IT eco-system to ensure the availability, reliability and performance of your mission-critical business services across your multi-cloud environment, over Ethernet or Wi-Fi, from wherever users need access. All while monitoring the health of your supporting infrastructure.

Business Service Delivery Monitoring from Remote Sites
Monitor Access to Critical Services from the User Perspective

Benefits

Improved End-User Experience

Visibility anytime, anywhere, to see application and network availability and performance from the user perspective

Quickly Understand Application and Network Status

View Red-Yellow-Green status on dashboard, drilldown to test results and performance over time, and review graphs and trend analysis

Collaborate with Third Parties

Gain accountability and promote collaboration with 3rd-party SaaS vendors by sharing verifiable performance data

Correlate Service Delivery with Infrastructure Health

Verify health of underlying infrastructure supporting network and business-critical applications.

Network Packet Monitoring and Synthetic Testing

NETSCOUT has set a standard for monitoring and visibility by combining real-time traffic monitoring in the nGeniusONE Service Assurance platform with synthetic testing and infrastructure health monitoring from user locations in nGeniusPULSE, providing IT with solutions for quality end-user experience.

Get the Best of Both Worlds
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Get the Best of Both Worlds
Fact Sheet

Get the Best of Both Worlds

Synthetic Testing with nGeniusPULSE complements the real-time monitoring of packet data in the nGeniusONE Service Assurance platform​

Features
nGeniusPULSE
Data Sheet

nGeniusPULSE

Visibility to the Edge of the Network Monitor Availability and Performance of Enterprise Business Services

nGeniusPULSE
Quick Look

nGeniusPULSE

NETSCOUT’s nGeniusPULSE delivers visibility needed into today’s evolving IT eco-system to ensure the availability, reliability, and performance of your mission-critical business services.

Related Resources
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  • Contextual Workflows from NETSCOUT nGeniusONE

    Direct drilldowns from nGeniusONE to see specific infrastructure component causing an issue

  • Infrastructure Performance Monitoring

    Monitor health of servers, routers, switches, interface and Wi-Fi infrastructure. View CPU utilization, memory, disk usage.

  • VMware Infrastructure Testing

    Monitor VMware APIs, measure uptime, CPU, Disk Latency and I/O, Network I/O and Packet Drops, and Top VMs

  • Multiple ways to share results

    Inform stakeholders of issues and trends via scheduled reports, .csv exports, custom dashboards and an API for performance data extraction to use in other reporting tools.

Contextual Workflows from NETSCOUT nGeniusONE
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nGeniusPULSE
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VMware Infrastructure Testing
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nGeniusPULSE for video
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Enterprise Application & Network Performance Management
Smart Visibility
Digital Transformation
Carrier Service Provider
Managed Services
Industry
Off

Deployments

Remote Site Assurance

Visibility at the point of impact is required – you have to be there.