Challenges
The Difficulties in Maintaining Quality UC&C and UCaaS
Quality, performance, availability, and user experience with UC&C and UCaaS are more important than ever for many organizations. When call or video quality is poor, customer trust and employee productivity suffers. With hybrid work still a reality for many organizations, avoiding these risks is essential.
Monitoring and observability of UC&C and UCaaS are difficult due to the multi-vendor architectures used to deliver these services across distributed facilities and network domains that IT does not fully control. Tools currently in use by some organizations are rarely sufficient to meet the needs. Existing monitoring tools currently in use by some organizations are rarely sufficient to meet the needs. NETSCOUT provides complete, vendor independent, end-to-end monitoring of calls and meetings, in real-time, to help assure quality and availability everywhere.
Outcomes That Matter
Real-Time Observability Keeps People Connected and Collaborating
Reduce Troubleshooting Time
Decrease mean time to resolution (MTTR) with NETSCOUT real-time, end-to-end analysis of voice and video services to gain actionable insights that reduce the time to triage and pinpoint source of quality and user experience problems.
Proactive Budgeting and Planning
Comprehensive observability of voice, video, and business applications across the enterprise helps IT teams proactively optimize bandwidth usage and forecast growth to avoid capacity and budget problems.
Investment Protection
NETSCOUT delivers a single, unified observability solution that simultaneously supports vendor-agnostic monitoring of premise-based UC&C, voice media, call setup protocols, and UCaaS applications, eliminating the need to purchase and maintain multiple tools.
Improve Productivity
Reduce quality and downtime issues with proactive observability and analysis, helping IT teams maintain reliable connectivity and consistent collaboration experiences for employees, regardless of location.
NETSCOUT’s Solution and How It Delivers Value
Real-Time Performance Management of Voice and Video
NETSCOUT Smart Data, derived from NETSCOUT instrumentation used for UC&C and UCaaS monitoring and analysis, reflects years of consistent technology innovation and enables real-time observability that supports quality, availability, and user experience. With deep packet inspection (DPI) at scale, the nGenius® solution delivers actionable insights into voice over IP (VoIP), media, call signaling, web conferencing and UCaaS applications that help solve challenges such as:
- Why and where in a communications path latency is introduced that is impacting call quality.
- Whether QoS is misconfigured in the network and its impact on performance and service delivery.
- Determining whether user experience issues originate in local Wi-Fi networks or ISP links.
- Proactively identify and alert IT of a bottlenecked network segment before video quality degrades for users.
NETSCOUT’s in-depth analysis in the form of service monitors provides key performance and error indicators related to critical services including advanced statistics on voice real-time media (RTP), signaling protocols, such as session initiation protocol (SIP), round trip time, jitter, latency, and MOS analysis, to name a few. Critical use cases that benefit from NETSCOUT for communications and collaboration include media analysis, signaling protocols, UCaaS, and Contact Centers.
of IT decision-makers at companies with more $1 billion in revenue say it takes their IT organizations between a few hours to a day to resolve UCaaS-related trouble tickets.
NETSCOUT 2024 Survey: UCaaS and Today’s Enterprise: The True Cost of Outages and Help Desk Support
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 and nGenius Edge Sensors
InfiniStreamNG (ISNG) is NETSCOUT's leading appliance technology, bringing borderless enterprise visibility necessary to manage business services.
vSTREAM Appliances
The vSTREAM virtual appliance provides smart data visibility within virtualized and cloud infrastructures. It is ideal for monitoring service-critical traffic within these virtualized infrastructures.
What Customers Are Saying
“NETSCOUT observability gives us the ability to see exactly what is happening on the wire, rather than depending solely on internal application tools that might not accurately reflect the situation. The support provided has been outstanding.”
William M., Telecommunications | Read the full review
Resources
FAQs
Frequently Asked Questions
Why is it difficult to monitor the quality of UC&C and UCaaS?
UC&C and UCaaS services are difficult to monitor for a number of reasons. There are many vendor technologies in use, some are premise-based, while others are in hosted in the cloud or are offered by a third party “X as a service” application. The majority of companies today use a combination of communications and collaboration services, from a number of different vendors, to converse with customers and partners using some of the same and some different services. Ensuring quality of performance, to and from these parties, over all the services is a challenge. NETSCOUT’s vendor-agnostic observability solutions provide the best approach to overcome these obstacles.
Can NETSCOUT monitor VoIP and UCaaS traffic end-to-end?
Yes, NETSCOUT monitors VoIP and UCaaS traffic in real time, leveraging deep packet inspection at scale to provide end-to-end insights into user experience, call and voice quality, and call signaling protocol performance. Our solutions can even display direction for both From Source Location and To Destination Location. NETSCOUT monitors, assures, troubleshoots, and optimizes real-time communications services, pinpointing where latency is introduced in the communications path and identifying QoS mismatches across the end-to-end delivery path that impact call quality.
Does NETSCOUT analysis include quality metrics (like MOS, latency, jitter, packet loss)?
Yes, NETSCOUT specifically tracks degradations in MOS, jitter, packet loss, latency, and issues with QoS mismatches and can be configured to identify calls with round-trip delay problems. Specifically for payload problems, NETSCOUT tracks echo, voice level, and signal-to-noise issues.
How does NETSCOUT UC&C and UCaaS performance analysis differ from vendor-specific point tools?
In addition to NETSCOUT’s patented ASI® technology, or Smart Data, that delivers real-time IP intelligence and metadata derived from packets, it is also vendor-independent, supporting the variety of communications and collaboration tools organizations may have simultaneously in their environment. If a company’s employees are suffering from poor quality experience or latency in their collaboration tools, NETSCOUT’s solutions will help analyze delivery of all the services to pinpoint issues with QoS class configurations or their WAN / Internet services that would otherwise be missed by single-vendor point tools.
