With AppNeta, ResultsCX Decreases Network Performance Triage Time by 90%

In order to deliver its differentiated, boutique level of customer care services, the team at ResultsCX has had to navigate some challenges in recent years that teams in many organizations can relate to. The organization relies extensively and constantly on its network connections—and outages and poor performance can be a big problem. This post offers an introduction to the challenges the company was facing, and it reveals how AppNeta by Broadcom delivered the solution they needed.

Increasing reliance on remote workforce, cloud services

Like those in a lot of enterprises in recent years, the workforce at ResultsCX has become increasingly reliant upon work-from-home and hybrid-work models. The organization has grown to include more than 21,000 team members, 8,000 of which are now remote or hybrid workers.

Along the way, their reliance on cloud services and disparate third-party networks has also increased substantially. Again, their experience may be sounding familiar to many readers. Finally, their network operations teams were relying on legacy tools and approaches that weren’t well suited to these new hybrid-work, multi-cloud, and multi-vendor environments.

These approaches are largely focused on passive data collection and on internally managed infrastructure, which means they leave massive visibility gaps in today’s modern environments. Here again, the team at ResultsCX isn’t alone: One survey found that 91% of network teams are using existing tools for cloud observability—and only 18% say their tools are effective.

Availability and quality of digital experiences critical

Like other digital enterprises, ResultsCX relies extensively and continuously on its network connections. In fact, given the nature of their services and offerings, the demands for responsive, always-on network connections is even more pronounced for ResultsCX.

The company works with Fortune 500 customers in several industries, including retail and healthcare. The organization delivers a range of services and offerings, including contact center services, analytics, process automation, and a SaaS offering called SupportPredict. Further, it delivers these services on a massive scale: Over a given year, the organization may field 80 million calls, support 39 million self-service engagements, and five million automated chats.

The organization focuses on delivering a boutique level of service. Clients count on ResultsCX representatives to interact with their users and customers, fielding questions and offering support.

Given the nature of these services, it is vital to ensure the quality of network connections and data and voice traffic. For example, when ResultsCX agents are working on behalf of healthcare clients, they can’t afford to be forced to explain that they can’t access a patient’s prescription information because their connection is down. Even slight performance blips can have a negative impact on the user experience and, ultimately, customer satisfaction and loyalty. Further, the company charges on a per-interaction basis, so, when issues arise, there’s a clear cause and effect: downtime equals lost revenue.

The solution: AppNeta by Broadcom

To deliver the optimized contact center services customers require, and gain the end-to-end visibility their network operations team needed, the company elected to deploy AppNeta by Broadcom.

They’ve been able to rely on the solution’s active synthetic monitoring to gain improved observability. AppNeta delivers these key features:

• Comprehensive visibility. With the solution, the network operations team has been able to establish end-to-end visibility from the end user perspective. AppNeta enables continuous, comprehensive monitoring of the user’s network path, including from their local device to third-party networks, whether those of ISPs, cloud providers, or other vendors. The solution offers support for intelligent thresholds, helping ensure teams are notified immediately when an issue arises. Then, teams can quickly determine the root cause of degradation.
• Data and voice coverage. AppNeta offers visibility into data traffic and call quality, tracking such metrics as voice loss, mean opinion score (MOS), and jitter.
• Timely, actionable visibility. AppNeta delivers targeted insights that various teams need, when they need them. AppNeta features a network violation summary dashboard. Through this dashboard, users can group apps and use a tagging system to filter which elements are included. For example, a NOC team can focus views on the specific apps they’re supporting. If a user reports an issue with Microsoft Teams, operators can see any violations occurring along their end-to-end path. An operator may see that the device in a work-from-home office has been violating thresholds for four hours, and take steps to troubleshoot the issue.

Benefits

Since deploying AppNeta, the group at ResultsCX has realized several substantial benefits

• Faster mean time to innocence (MTTI). Now, they can more quickly spot issues, no matter where they arise. They can quickly tell if the issue is arising in their internally managed environments, and, if not, they can hold ISPs accountable for poor performance. They can objectively track and report on which providers have violated established performance thresholds.
• Improved service quality. By gaining better visibility into end-to-end delivery paths and the user experience, their teams can better understand, manage, and optimize service levels.
• Reduced triage time. Now, when their remote users experience issues, they can far more quickly conduct triage. In fact, since deploying AppNeta, they’ve reduced triage times by 90%.

Conclusion

For the team at ResultsCX, a lot is riding on network connectivity. When outages or performance issues arise, customer experiences can be adversely affected, and business revenues and prospects can suffer. By deploying AppNeta, the team at ResultsCX is much better equipped to track and optimize user experiences, even when users are working from home.

To learn more, be sure to watch our Small Bytes session, ResultsCX Decreases Network Performance Triage Time by 90%. This webcast features an overview of ResultsCX and its AppNeta implementation, as well as a demonstration of the solution. Also, you can review the ResultsCX case study and see how the business is benefiting from its AppNeta investments.