For this Service Company, delivering the highest quality communication experience for the customer in person and over the phone is their top priority. The company was facing business challenges that involved addressing poor quality calls into the contact center for travel requests and roadside assistance issues. The calls needed to be handled flawlessly and in a timely manner, especially during peak call times. Problems like incomplete calls and calls with echo plagued the company, damaging customer service and their reputation. Eventually, more problems arose during a software update that brought down some branches where the company’s customers interact on revenue enhancing activities. The company turned to NETSCOUT to fix the problems that were creating a negative impact on their business.