How to Reduce MTTK from Days to Minutes

Working on the technical front lines to ensure customer satisfaction can be challenging for network operations (NetOps) teams. The root cause of day-to-day problems must be determined quickly to resolve ownership and next-step actions. This effort is even more difficult to manage when network teams do not have access to a unified solution that allows them to quickly identify the source of a problem, increasing frenzy among internal teams and causing operations delays.

Potential Network Problems

Problems within mobile networks can occur due to several issues—for example, a system upgrade, dashboard alarms, or a sudden outage within a specific coverage area can trigger an influx of calls into the call center from customers—calls the network team must resolve in a timely fashion. Without a unified solution, teams can spend weeks attempting to reproduce problems by blindly engaging in activities without accurate data or insight, which increases the potential for finger-pointing among teams. This delay in resolving issues can also put a business’s reputation at risk, thanks to negative customer experiences.

NETSCOUT and RINA Wireless

The Rural Independent Network Alliance (RINA) Wireless, made up of a group of 26 independent communications service providers (CSPs) across 17 markets, uses NETSCOUT’s solution to minimize such risk via proactive monitoring of its networks.

The team at RINA joined forces with NETSCOUT to improve their efficiencies with troubleshooting workflows by gaining real-time insights into network and subscriber performance. NETSCOUT nGeniusOne and TrueCall solutions provided a single-pane-of-glass dashboard with easy access to subscriber information and allowed the RINA team to achieve the following to efficiently resolve subscriber issues:

• Replicate problems from historical data as needed, to save time and get to the root cause faster
• Get real-time insight into the source of problems, to identify the location within the network, radio access network (RAN), or core
• Quickly identify team ownership of a problem, to make assignments to the right group of RAN engineers or NetOps engineers
• Expedite and support vendor interactions and troubleshooting using real-time data, helping external vendors respond to problems in a timely manner

For the group at RINA, applying these activities allowed them to improve the quality of customer experience and reduce mean-time-to-know (MTTK) performance indicators from days to minutes.

According to Allen Bennion, chief operating officer at RINA Wireless, “Proactive monitoring assures the highest levels of LTE, VoLTE, VoWi-Fi, and overall performance, and NETSCOUT’s solutions go beyond monitoring to provide real-time visibility and insights that enable carriers to reduce troubleshooting costs and deliver better customer service.”

About NETSCOUT

NETSCOUT monitoring offerings protect the connected world from cyberattacks and performance and availability disruptions via the company’s unique visibility platform and solutions powered by pioneering technology for deep packet inspection (DPI) at scale.

Learn more about voice and data experiences and how to simplify network complexity. 

Read the press release.