Reduce Troubleshooting Costs and Escalations

NETSCOUT’s carrier-grade VoIP Assurance for Cloud Communications Providers enables:

• At-a-glance visibility to the most common audio quality problems
• Creation of a best-practice repository of common workflows for recurring problems
• Easy sharing of in-progress investigation when escalation cannot be avoided

Lingering trouble tickets are a drain on resources. With an average rate of $75/hour, Tier 3 resources cannot be wasted. This problem is easily resolved with tools that allow communication, collaboration and knowledge transfer between support tiers. For groups measured on timely closure of tickets, empowering lower tiers to close more tickets can help improve morale and reduce escalations, while minimizing overall troubleshooting costs.