Assuring Omnichannel Services in Retail Contact Centers
The nGeniusONE solution delivers observability into the performance of an omnichannel contact center service delivery environment.
Even in the most complex, distributed IT environments, nGenius Enterprise Performance Management solutions from NETSCOUT, such as nGeniusONE, extend IT’s ability to truly visualize real-time, user experience for retail contact center agents. Our nGenius Enterprise Performance Management solutions combine smart data analytics with synthetic transaction testing to deliver highly granular observability to improve user experience, in this case, customer service agents, whether working at home, business offices, contact centers or remote locations.
InfiniStreamNG® or vSTREAM® appliances combines passive, packet-based monitoring data and synthetic test monitoring to quickly understand what the customer experience is and exactly why issues are occurring. As a result, this unique solution drives significant reductions in MTTR for any agent-impacting communication issue in contact centers.