Challenges
Maintaining Contact Center Quality
Contact centers directly connect customers to the business and in some cases, they may even be the face of the business, making high quality, caller experience a necessity. Contact centers are real-time interactions for callers and agents, which means latency, jitter, or packet loss will immediately change the customer experience.
For IT teams, challenges arise when contact center employees or their customers are having problems connecting, being transferred between agents or locations, or staying connected during a call. IT is then under pressure to deal with the issues that plague today’s contact centers, including general troubleshooting, delayed connections, dropped calls, uneven distribution of calls to agents, and poor call quality. These technical issues can severely impede the ability of employees to quickly and efficiently dispatch customer concerns as they are received, which in turn is bad for business. And these challenges are amplified by the complex, multi-vendor environments used to deliver contact center services.
To effectively manage this complexity and protect the customer experience, organizations need the end-to-end visibility only NETSCOUT provides.
Outcomes That matter
Your Reputation and Revenue Depend on Connecting Agents and Customers
Improve Customer Experience
Proactive monitoring quickly identifies and alerts IT of issues like poor voice quality, slow video conferencing screens, and dropped calls enabling investigation and resolution that leads to minimal customer impact, clearer calls, and happier customers.
Faster Detection and Resolution
Real-time observability with deep packet inspection (DPI) helps IT teams spot problems quickly and pinpoint root causes that prevents extended outages, reduced finger-pointing between vendors, and shorter mean time to resolution (MTTR).
Proactive Problem Prevention
Observability enables analysis of key metrics over time and anomaly detection that can reveal concerning trends like call quality degrading or round-trip response times increasing so the IT teams can fix issues before they impact agents or customers.
Improved Agent Productivity
Agents are the company’s front line. When applications are slow or calls drop, productivity, as well as morale, tank! End-to-end observability assures that applications load quickly, calls are transferred efficiently, and voice quality remains crystal clear.
NETSCOUT’s Solution and How It Delivers Value
Real-Time Performance Management of Voice and Video
Smart Data, derived from NETSCOUT instrumentation, is used to assure quality performance of voice, call signaling, and customer-related applications in contact centers. With deep packet inspection (DPI) at scale, nGenius® solutions for observability deliver actionable insights into voice over internet protocol (VoIP), media, call signaling, web conferencing, SaaS, UCaaS, and customer-impacting applications that help solve challenges such as:
- Identify why and where along the SIP communication path call transfers are being dropped.
- Analyze voice, video, and business data applications and their QoS classifications to uncover misconfigurations causing latency.
- Track and alert on network conditions impacting agent and customer call quality including packet loss, jitter, round-trip delay, out-of-sequence packets, and RTCP packet loss.
- Proactively monitor and analyze payload metrics like echo, voice levels, and signal-to-noise ratio to protect contact center user experience.
In-depth analysis and service monitors deliver actionable performance and error indicators across critical voice, video, and application services to reduce contact center downtime, prevent agent unavailability, and protect revenue and customer satisfaction.
Related Products
nGeniusONE Solution
The nGeniusONE® solution provides observability into any infrastructure environment - data center, private & public cloud, remote offices, and co-locations.
InfiniStreamNG Appliance
InfiniStreamNG (ISNG) is NETSCOUT's leading appliance technology, bringing borderless enterprise visibility necessary to manage business services.
nGenius Edge Sensors
Extend Visibility Without borders to essential remote locations to monitor packet-level information.
vSTREAM Appliances
Comprehensive Visibility to Assure Performance Across Hybrid Cloud Environments
What Analysts Are Saying
“NETSCOUT’s enduring value proposition is rooted in its mastery of packet-based intelligence and its ability to turn raw network data into precise, actionable insight that empowers organizations to deliver consistent performance, security, and user experience across the most complex digital ecosystems.”
Frost & Sullivan – 2025 Company of the Year Recognition for Best Practices in Global Network Monitoring
Resources
FAQs
Frequently Asked Questions
Why is it difficult to monitor service quality in contact centers?
Services in contact centers are difficult to monitor due to the complex, multi-vendor environment. Agents may be spread across corporate offices and home locations, while calls from centralized numbers must be intelligently routed; agents use a mix of voice, video, and business applications supporting customer interactions. Any point along this end-to-end ecosystem can introduce delay, degrade quality, or cause service failures. Relying on multiple point tools for voice only, signaling protocols, or CRM applications creates fragmented visibility, slowing problem detection and resolution. Ensuring consistent service quality and user experience while preventing performance degradations across all services and locations is what makes contact center monitoring especially challenging. NETSCOUT’s vendor-agnostic observability solutions are designed to overcome these obstacles.
What voice related protocols does NETSCOUT monitor?
NETSCOUT observability solutions monitor and recognize the following protocols:
- Signaling / Transport protocols: SIP, SIP_SCTP, SIP_TCP, H.323/Q.931, and SCCP
- Media protocols: RTP (Audio/Video), MPEG2-TS, MSB, Zoom Media
What network and payload problems does NETSCOUT analyze?
NETSCOUT observability solutions deliver monitoring and DPI analysis against such network problems as packet loss, jitter, round-trip delay, out-of-sequence packets, and RTCP packet loss as well as for payload error indicators including echo, voice level, and signal-to-noise ratio. Other metrics tracked include QoS mismatches and MOS values and degradations.
How does NETSCOUT performance analysis of voice, video, and business application services in contact centers differ from vendor-specific point tools?
NETSCOUT performance analysis differs from point tools by providing vendor-independent, packet-level visibility across all voice, video, and business application services used in the contact center. Powered by our patented ASI® technology, or Smart Data, it delivers real-time IP intelligence and metadata derived directly from network traffic. Unlike point tools that focus on a single vendor, protocol, or application, nGenius observability solutions analyze end-to-end service delivery across all communications and collaboration platforms simultaneously. This enables IT teams to pinpoint issues such as WAN and internet performance problems or QoS misconfigurations that directly impact user experience, and would otherwise be missed by single-vendor tools.
How does NETSCOUT support contact center availability?
Arbor Edge Defense (AED) is NETSCOUT’s industry-leading DDoS protection solution, deployed as a hardware or virtual appliance in front of contact center firewalls. It safeguards contact centers from volumetric (up to 40Gbps), TCP state exhaustion, and application layer attacks, helping prevent service outages that could otherwise disrupt inbound customer communications to the contact center.
