ENTERPRISE
l CASE STUDY l
Customer Prole
This U.S.-based company provides banking, insurance, investment, mortgage, loan, and
consumer nancial services to more than 70 million worldwide customers. With billions of
dollars in assets, the company prioritizes customer service experience at more than 5,000
branch locations, thousands of ATM’s, contact centers, and brokerages, as well as via on-line
banking and mobile devices.
The company is a long-time nGeniusONE customer, with numerous information technology
(IT) users taking advantage of NETSCOUT
®
smart visibility and real-time analytics for proactive
monitoring and troubleshooting across the business.
The Challenge
The company’s Chief Information Ocer (CIO) is promoting digital transformation initiatives to
improve performance of the technologies used to eciently deliver nancial transactions for
customers. These projects include undertaking lift-and-shift application workload migrations to
software-dened networking (SDN) and hybrid cloud platforms.
One IT team is overseeing implementation of several next-wave digital transformation projects,
including updating the trading platform used by brokers in their client service centers to an
intelligent, voice-based turret solution that includes Session Initiation Protocol (SIP) trunking and
IT connectivity technology.
OVERVIEW
The Challenge
• Improved visibility needed for new digital
transformation projects, including a UC-rich
turret trading desk application
• Security certication requirements for new
vendor technology
The Solution
• nGeniusONE
®
Service Assurance platform
• InniStreamNG™ appliances
The Results
• Ensure quality customer experiences with
new nancial trading platform
• Reduce risks of poor voice calls with in-depth
visibility into SIP trunking and IT connectivity
Brokerage Business Answers
theCallfor Quality Voice Trading
withNETSCOUT
Addressing Bank Digital Transformation Projects
withSmart Data
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Infi niStream, Infi niStreamNG, nGenius, and nGeniusONE are registered trademarks or trademarks of NETSCOUT SYSTEMS, INC., and/or its subsidiaries and/or a��� liates in the USA and/or other countries.
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NETSCOUT off ers sales, support, and services in over 32 countries. Global addresses, and international numbers are
listed on the NETSCOUT website at: www.netscout.com/company/contact-us
Product Support
Toll Free US: 888-357-7667
(International numbers below)
Sales Information
Toll Free US: 800-309-4804
(International numbers below)
Corporate Headquarters
NETSCOUT Systems, Inc.
Westford, MA 01886-4105
Phone: +1 978-614-4000
www.netscout.com
ECS_246_EN-2001 03/2020
l CASE STUDY l Brokerage Business Answers theCallfor Quality Voice Trading withNETSCOUT
The Results
The risk for replacing brokerage technology
platforms is high – missing a stock trade
due to an issue with voice quality could
cost brokerage customers millions of
dollars, while adversely impacting company
reputation. The company is mitigating
such risks by leveraging NETSCOUT smart
visibility and nGeniusONE analytics to
monitor how their new trading platform is
performing at the client service center and
remote brokerage locations.
The company is also extending the return on
investment oered by their Cisco, Avaya, and
Mitel technologies, with these UC solutions
now fully supported by the open architecture
of their new trading platform.
LEARN MORE
For more information about NETSCOUT
Trading Service Performance Assurance for
Capital Markets solutions, please visit:
https://www.netscout.com/solutions/trading-
service-capital-markets
Solution in Action
The company is successfully addressing
their digital transformation initiatives by
expanding their smart data visibility from
NETSCOUT. As a result, the business is fully
capitalizing on the next-generation turret
trading platform advancements by deploying
NETSCOUT InniStreamNG (ISNG) appliances
to transform network trac monitored at 20+
brokerage locations and remote oces into
smart data used by nGeniusONE for granular
analysis of application performance.
It was critical for IT to gain deep-dive
UC&Cperformance analytics from granular
monitoring of the voice-based trading
platform. That is where nGeniusONE workows
really answered the call for IT, oering:
• Real-time Service Dashboard views into
voice technology performance and service
alert conditions
• UC-specic Service Monitors (e.g., Media
Monitor, SIP Monitor) providing views into
customer-specic applications
• Analysis of UC&C service enablers and
protocols supporting trading platform
performance across multiple call servers
and all brokerage locations
The IT team collaborated with a dedicated
NETSCOUT team to ensure the ISNG
technology met company security safeguards
required for production-level deployment.
While the company was widely using
NETSCOUT for monitoring and Help Desk
ticket troubleshooting across the business,
the IT team responsible for the new
trading platform did not use nGeniusONE.
They instead relied on another vendor’s
analytics and data sources, which had
IT-perceived limitations regarding Unied
Communications & Collaborations (UC&C)
analytics and platform security.
Given the need to safeguard trade precision
across the company’s brokerage business,
IT had also identied security requirements
for any new visibility sources that they would
deploy for these digital transformation
projects. As a result, IT wanted to certify
that technology before deployment across
their network.
Needing to make this digital transformation
project a success, the management team
was now examining the viability of other
technology approaches, including possibly
extending their use of NETSCOUT.