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VoIP Assurance: Empower Support Teams to Resolve Common Problems

A cloud communication provider changed its escalation process to improve communication, collaboration and knowledge transfer.

With an average rate of $75/hour, Tier 3 resources cannot be wasted.

THE OPPORTUNITY

A cloud communications provider was experiencing an alarming increase in trouble tickets being elevated to Tier 3 support.

Upon further investigation, a majority of these tickets were attributed to recurring issues such as one-way audio and choppy voice quality. Management challenged the support teams to retool their escalation process.

THE DETAILS

Lingering trouble tickets are a drain on resources. With an average rate of $75/hour, Tier 3 resources cannot be wasted.

This problem was easily resolved with tools that allow for communication, collaboration and knowledge transfer between support tiers. 

For groups measured on timely closure of tickets, empowering lower tiers to close more tickets helped improve morale and reduce escalations, while minimizing overall troubleshooting costs.

THE RESULTS

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

  • 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 investigations when escalation could not be avoided
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