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Solving UC&C Performance Issues in Contact Centers

Delivering high quality services in your Contact Center is critical to your long-term success. Your contact center is often the first touch your customers have with your organization, and enables positive and lucrative interactions with your business.

Join this webinar and learn about:

•Pinpointing the source of failure or quality issues for in-bound and outbound calls
•Best practices for ongoing performance monitoring of Contact Centers
•Leveraging active and synthetic testing for Contact Center availability
•Ensuring successful Contact Center deployments on premise, in the Cloud or with SaaS providers
•Customer Success stories for improving Contact Center performance
Recorded Nov 12 2019 51 mins
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Presented by
Ray Krug, Solutions Architect, NETSCOUT
Presentation preview: Solving UC&C Performance Issues in Contact Centers
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  • Strategies to Gain Anywhere, Anytime Visibility into the IT Infrastructure Feb 25 2020 6:00 pm UTC 60 mins
    Michael Segal, AVP Strategic Alliances and Bruce Kosbab, AVP Product Management Systems
    Transforming your data centers but want to ensure you don't take steps back? Continuous monitoring of services in hybrid environments allows the IT organization to know what applications are running and how well they are performing and quickly troubleshoot any service degradation issues. Take a deep dive with NETSCOUT into Visibility without Borders to understand the service delivery infrastructure, application performance and their dependencies, and security. Use cases are used to show how pervasive visibility and actionable insights leads to better collaboration between NetOps, SecOps and other IT teams as well as provide an early warning into the risks that threaten digital services and assets.
  • Monitoring Hybrid Environments and Deep Visibility to Improve User Experience Recorded: Feb 11 2020 58 mins
    Michael Segal, AVP Strategic Alliances and Eric Smith, Senior Manager, Product Management
    Transforming your data center but concerned how that will impact application performance? Service triage in virtualized server farms requires advanced monitoring across hybrid environments. Attend to learn strategies to reduce service MTTR (Mean Time to Repair) and efficiently migrate applications in the hybrid cloud. Attendees will also learn crucial characteristics of visibility needed from the client point of view when consuming digital services. To this end, attendees will hear approaches for monitoring access to IaaS/PaaS/SaaS, multi-clouds and assuring mobile user connectivity.
  • Setting the Stage for Rapid Service Triage and Actionable Visibility Recorded: Jan 28 2020 55 mins
    Michael Segal, AVP Strategic Alliances and Eric Smith, Senior Manager, Product Management
    Is pressure building regarding data center transformation initiatives? In today’s digital world, businesses are under increasing pressure to cut time-to-market and improve customer satisfaction. The need for greater business agility has created a paradigm shift in IT priorities, technologies and operations.

    Learn why blind spots in the IT environment CAN hurt your organization and how to achieve end-to-end visibility into clouds, co-locations, and on-premise data centers. Discover how a service assurance platform can enhance end-users’ and customers’ productivity through improved network and service availability, reliability and responsiveness.
  • Ensure Successful Application Migrations to AWS Recorded: Jan 14 2020 61 mins
    Ray Krug, Solutions Architect, NETSCOUT and Michael Segal, Strategic Alliances, NETSCOUT
    The combination of cloud, colo and virtualization is changing the data center in ways we never expected in the past. As enterprises implement new technology and look to improve connectivity, the complexity of this hybrid cloud environment adds both security and performance challenges to mission critical applications. It’s not enough to isolate a problem to a specific domain, you need to have visibility across the entire hybrid cloud infrastructure.

    In this webinar you will learn:

    •What is smart data and how to use it to intelligently and efficiently analyze traffic flows for a contextual view of service, and its' interdependencies end-to-end across the service delivery infrastructure.

    •How to accelerate deployments of services into AWS, while assuring application reliability, availability, responsiveness, and business continuity.

    •Real-world examples of how NETSCOUT’s customers have gained visibility across the environment as they build and migrate applications to AWS.
  • Ensure risk-free UC&C and contact center deployments through NETSCOUT visibility Recorded: Dec 17 2019 48 mins
    Ray Krug, Solutions Architect, NETSCOUT
    Delivering high quality UC services for your Enterprise or your Contact Centre is critical to your long-term success. Possibly the first touch your customers have with your organization, or an enabler for efficient collaboration in your organization, you need positive interactions for your business to thrive.

    Attend the webinar: Ensuring risk-free UC&C and contact centre deployments through NETSCOUT visibility solutions and learn about: 

    - Pinpointing the source of failure or quality issues for inbound and outbound calls 

    - Best practices for ongoing performance monitoring Enterprise UC and your Contact centres

    - Leveraging active and synthetic testing for UC availability

    - Ensuring successful UC deployments on premise, in the Cloud or with SaaS providers

    - Customer Success stories for improving your UC performance
  • How to Leverage Data Across the Entire Organization Recorded: Dec 11 2019 61 mins
    Chief Analyst, Mark Newman, and NETSCOUT's Chief Marketing and Strategy Officer, Greg Mayo
    They discuss the value of data to communications service providers (CSPs) is not in question. What is unclear, however, is whether they are capable of leveraging it across the entire organization. Indeed, operators have been trying to come to grips with big data and data analytics for the last decade, and lack of a cohesive strategy is arguably the biggest obstacle to them becoming digital service providers (DSPs). For this report we conducted a tightly focused survey of people working in data analytics roles within CSPs. Perhaps unsurprisingly, 88% of respondents said they consider the effective use of data across the entire organization essential for their businesses. We explore how CSPs are collecting, storing and using data, and we offer guidance to help operators leverage data to improve customer experience and optimize networks.

    - Which CSP executives are leading data strategies
    - The types of data operators collect and generate – and which are most valuable
    - Where CSPs store data and how it’s accessed
    - What data lakes are and why they’re challenging to manage
    - How effectively CSPs are using data
    - What the biggest barriers are to leveraging data
    - Why data models are important but challenging
    - Why a strategy for data governance is necessary
    - How CSPs can leverage network and operations data
    - How CSPs can use data to improve customer experience
  • Packet Brokers for Cost-effective Unified Visibility Across NetOps and SecOps Recorded: Dec 11 2019 51 mins
    Ray Jones, Senior Director, NETSCOUT
    In today’s threat landscape, more tools means more security, right? Not necessarily. The resulting tool sprawl places new and stressful demands on security and network operations. The challenges are especially acute when it comes to active (inline) security systems that are designed to act on live network traffic. Every change or upgrade means a potential network disruption. Trying to deal with this sprawl can be a true IT nightmare.

    Please join Ray Jones, Senior Director at NETSCOUT as we discuss how full packet visibility empowers your security systems to perform at their utmost efficiency – by processing the traffic they are designed to see. In the webinar you will learn:

    How to get unified visibility that allows multiple IT groups to access packet flows without creating disruptions

    Real world examples of how to optimize the flow of traffic from the network to your security systems and monitoring tools

    Ways you can leverage NETSCOUT’s cost-effective and flexible software-driven network packet brokers- at scale
  • Monitoring Encrypted Traffic to Ensure Efficiency and Availability Recorded: Nov 13 2019 46 mins
    Erik Hjelmstad, Senior Technical Marketing Engineer
    In order to ensure networks are efficient, we need to monitor all traffic flowing through the wire. There are many tools to help, but they all rely on being able to read and decode network traffic. When the network traffic is encrypted, these tools provide limited value.

    With the nGenius Decryption Appliance (nDA), you get full visibility into all of the traffic across your network, and the ability to send that traffic to just the tools that need to see it.

    In the Webcast, you will learn about:

    • Expanding visibility by utilizing PFS in front of nDA.
    • Limiting types of decrypted traffic to ensure known good traffic stays encrypted
    • Finding malicious attacks that would otherwise be hidden by encryption
  • Solving UC&C Performance Issues in Contact Centers Recorded: Nov 12 2019 51 mins
    Ray Krug, Solutions Architect, NETSCOUT
    Delivering high quality services in your Contact Center is critical to your long-term success. Your contact center is often the first touch your customers have with your organization, and enables positive and lucrative interactions with your business.

    Join this webinar and learn about:

    •Pinpointing the source of failure or quality issues for in-bound and outbound calls
    •Best practices for ongoing performance monitoring of Contact Centers
    •Leveraging active and synthetic testing for Contact Center availability
    •Ensuring successful Contact Center deployments on premise, in the Cloud or with SaaS providers
    •Customer Success stories for improving Contact Center performance
  • The Age of Smarter Network Visibility & DDoS Protection is Now Recorded: Oct 30 2019 48 mins
    Zach Wilkinson - Product Manager, Jamal Bethea - Product Marketing Manager, Traffic Visibility Solutions at NETSCOUT
    Your network traffic deserves a purpose-built network Visibility and DDoS protection solution to address your business requirements, but it should be able to provide more. Service Provider and Enterprise businesses share similar struggles when it comes to traffic troubleshooting to maintaining your network uptime. The network is a business and left unprotected, could cause more significant harm for your employees, or even worse, your customers.

    While NETSCOUT continues to enhance our customers' ability to view, analyze, and mitigate their network traffic patterns, other security vendors continue to find the standard challenging to maintain. With enhancements to our Network Visibility and DDoS Protection solution, not only do we continue to address your Visibility and DDoS requirements; we are solving your ability to work smarter and not harder.

    In this webinar, you will learn about improving:
    • Content and subscriber analysis patterns make it easier to see how users value network connectivity so you can forecast future traffic patterns;
    • Operation support requirements such as AWS compatibility, OTT Managed Objects definitions and Webhook notifications; and
    • DDoS attack mitigation capabilities with improved speed to detection and protection with enhanced packet inspection and smarter traffic mitigation design.
  • Fix Wi-Fi Issues Fast with nGeniusPULSE Recorded: Oct 16 2019 38 mins
    John Anderson, Product Manager, NETSCOUT
    Wi-Fi access to the network can be a frequent source of performance issues. However, there are many other sources of performance issues, and not all Wi-Fi problems are due to the Wi-Fi.

    As a result, the ability to quickly identify service performance issues and determine the problem source is critical to restoring the service and minimizing impacts.

    Join us in examining real-world cases where performance issues affecting services over Wi-Fi impacted productivity and identifying the cause in the Wi-Fi or other part of the network led to rapid resolution.

    Learn how nGeniusPULSE helps enterprises:

    Monitor the performance of critical business services at every site, using both Wi-Fi and Ethernet access.

    Identify issues affecting the availability and performance of services: 

    Wi-Fi issues such as RF interference, excessive channel utilization, poor signal coverage

    Other issues such as WAN congestion, slow route hops, server and application problems.

    Isolate faults to the Wi-Fi network or other part of the network

    Focus troubleshooting on the specific fault and resolve the issue quickly
  • Empowering Your Network to Stop DDoS Attacks Recorded: Sep 19 2019 37 mins
    Scott Iekel-Johnson, Director of Product Management, DDoS Protection at NETSCOUT
    The goal to network protection is pretty simple. We must get ahead of the threats and protect our investments. Instead we continue to play catchup to attackers. While this goal is far from being achieved, we must abandon the idea that discreet solutions can solve multi-vectored threats. No single technology can solve this type of problem by itself. This goes for DDoS attacks like any other sophisticated threat.

    Join NETSCOUT as we discuss how smarter visibility can drives a smarter DDoS protection strategy. As we evolve our Arbor platforms for next generation of DDoS attacks, we are helping Service Providers and Enterprises change their approach to DDoS mitigation.

    In this webinar you will learn how to:
    • Detect attacks by combining smart analytics with best-in-class data
    • Defend from attacks by orchestrating multiple network protections simultaneously
    • Monitor comprehensive protection through a single interface

    With almost 20 years of expertise, the Arbor platforms have unparalleled visibility and knowledge on network-based attacks. Register for this webcast to listen how The Arbor platforms once again raise the bar on network visibility and DDoS protection.
  • See How to Use NETSCOUT nGeniusPULSE to Extend Your Visibility Recorded: Sep 18 2019 41 mins
    Jason Chaffee, Sr. Product Manager, NETSCOUT
    Join NETSCOUT to see how to use NETSCOUT nGeniusPULSE to extend your visibility. With automated, continuous synthetic testing, you can monitor access to critical services from the client perspective and correlate service delivery with network infrastructure health.

    Jason will demo how easy it is to monitor:

    - Business Application Availability

    - Remote Site Assurance

    - Path and Network

    - Wi-Fi and Infrastructure Performance
  • Visibility into Applications Anywhere with NETSCOUT Solutions for VMware NSX-T Recorded: Sep 17 2019 40 mins
    Ray Krug, Solutions Architect, NETSCOUT
    With NSX-T, VMware is providing the ability to deliver applications and networks anywhere. NETSCOUT certified solutions for VMware NSX bridges the collaboration and knowledge gap between application, server and network operations teams as they operate in VMware NSX, cloud and legacy environments. Join this webinar to learn about:
    •The challenges and impacts facing IT as applications are hosted between private, public and multi-cloud environments.
    •How NETSCOUT automates the transformation of wire data into Smart Data to provide an early warning system into the issues and fastest path to resolution into the applications and services that you deliver to you customers and users.
    •Examples of how to reduce MTTR with true visibility into the health of application components, their inter-dependencies and interactions with the broader IT infrastructure.
  • Visibility into Applications Anywhere with NETSCOUT Solutions for VMware NSX-T Recorded: Sep 17 2019 41 mins
    Ray Krug, Solutions Architect, NETSCOUT
    With NSX-T, VMware is providing the ability to deliver applications and networks anywhere. NETSCOUT certified solutions for VMware NSX bridges the collaboration and knowledge gap between application, server and network operations teams as they operate in VMware NSX, cloud and legacy environments. Join this webinar to learn about:
    •The challenges and impacts facing IT as applications are hosted between private, public and multi-cloud environments.
    •How NETSCOUT automates the transformation of wire data into Smart Data to provide an early warning system into the issues and fastest path to resolution into the applications and services that you deliver to you customers and users.
    •Examples of how to reduce MTTR with true visibility into the health of application components, their inter-dependencies and interactions with the broader IT infrastructure.
  • UC Smarter, with “Visibility without Borders” from NETSCOUT Recorded: Aug 13 2019 44 mins
    Ray Krug, Solutions Architect, NETSCOUT
    NETSCOUT Visibility without Borders, provides key service performance, and security insights into all digital transformation projects such as Enterprise UC&C; Contact Center; and Data Center Transformation to Private and Public Clouds.
    In this webinar explore how NETSCOUT provides actionable visibility into UC&C Service quality to increase enterprise collaboration and productivity or improve customer service in your Contact Center including:

    • Discover how NETSCOUT vendor agnostic Service Assurance platform can help minimize downtime, and maximize UC&C Service Performance in Cisco, Microsoft, Avaya Enterprise UC and Contact Center environments

    • With example customer use cases, learn how wire data, translated into actionable insights, helps solve UC&C problems faster -such as dropped calls and poor audio quality.

    • Realize UC&C Systems are a complex interconnected set of services, and with holistic visibility of all the moving parts, you can stop the finger pointing and reduce MTTR when troubleshooting issues.

    • Learn how NETSCOUT provides insights beyond just UC&C, and into all aspects of Data Center Transformation Projects in Private and Public Clouds
  • RF Propagation Modelling for 5G RAN Planning & Design Recorded: Aug 13 2019 62 mins
    Burak Berksoy, Director of RF Engineering at NETSCOUT and moderator, James Crenshaw, Senior Analyst with Heavy Reading
    NETSCOUT has conducted over 2500 Continuous Wave (CW) measurements in 3.5, 28, and 39 GHz frequencies and created hundreds of 5G RF propagation models. The webinar will summarize key learnings from RF propagation modeling studies in Sub-6 Ghz and mmWave for practical applications in 5G radio access network planning & design.

    Key Topics include:

    - Why accurate propagation modeling for 5G RAN Planning & Design is important?

    - What will be some challenges you may face in higher frequencies?

    - How far should you expect mmWave to propagate?

    About Burak Berksoy:

    Burak has a PhD in Electrical Engineering and has been with NETSCOUT for 11 years. He is currently the Director of RF Engineering Services. Burak is actively engaged in supporting NETSCOUT customers move to 5G with RAN planning and design through RF Propagation Modelling practice.
  • Cloud Computing Magazine Webinar: Consolidation of NetOps and SecOps Recorded: Aug 8 2019 41 mins
    Sanjay Munshi Vice President, Product Management, NETSCOUT
    Attendees will better understand how to derive and manage “smart data” and how it drives NETSECOPS consolidation. Key to realizing benefits is a platform architecture with distributed instrumentation and centralized analytics. Learn how to solve tool clutter through streamlining the multiple tools used today across environments. Further, attendees will understand how Smart data and a Smart Platform can propel early warning detection. Finally, discover how to consolidate detection and forensic investigations using smart data methods.

    What Attendees will learn:

    • What smart data means and how it drives NETSECOPS consolidation
    • The value of a smart platform architecture with distributed instrumentation and centralized analytics
    • How to solve “tool clutter”
    • How a Smart data / Platform can drive early warning detection
    • How to consolidate Detection and Forensic investigations

    Presenter:

    Sanjay Munshi
    Vice President, Product Management, NETSCOUT

    Bio - Sanjay Munshi is the Vice President of Product Management at NETSCOUT, a leading provider of business assurance, a powerful combination of service assurance, cybersecurity, and business intelligence solutions. In this role Sanjay is responsible for Product Management and Sales Enablement functions defining the vision, strategy, and execution plans that drive the company’s business results for software solutions in the data centers of Enterprises and Service Providers.
  • Cybercrime’s Innovation Machine Recorded: Aug 6 2019 25 mins
    Hardik Modi, Senior Director, Threat Intelligence, NETSCOUT & Jessica Gulick, CEO, Katzcy & VP, Women's Society of Cyberjutsu
    It’s hard to express the scale of today’s cyber threat landscape, let alone its global impact. We can tell you that there were nearly four million DDoS attacks around the world in the last six months, and that attack frequency grew by 39 percent. Or that the NETSCOUT ASERT team saw 20,000 unique samples per month from just one family of IoT malware. Or even that it can take only five days from the discovery of a new attack vector to the availability of tools for the script-kiddie designed to exploit that vulnerability.

    These numbers, while startling, don’t fully convey the impact of that steady drumbeat of new threats. Cybercrime has entered the mainstream of our culture to an unprecedented extent, and it is here to stay.

    Join this video interview live from Las Vegas during Black Hat to learn more about:
    - The big trends in DDoS
    - New attack vectors found in the past six months and what this means for device and software security
    - What enterprises can do to protect themselves
  • Security Without Borders In the Multi-Cloud Recorded: Aug 6 2019 59 mins
    Rick McElroy (Carbon Black) | Neil Thacker, (Netskope) | Hardik Modi (NETSCOUT) | Shahrokh Shahidzadeh (Acceptto)
    Digital Transformation, 5G and the Internet of Things are creating wider and deeper opportunities and risks for technology and business organizations to pioneer and navigate. These new boundaries are difficult for organizations to get visibility into and contain threats across them. In a the new world of micro services, serverless computing, software defined infrastructure and Multi-Cloud, old enterprise threat and vulnerability models must transform.

    Learn how to achieve consistent and continuous monitoring across your entire infrastructure, as well as within the services and providers you rely on. Getting early, accurate warning into the risks that threaten applications and infrastructure is critical.

    Learn why Security and DevOps / Infrastructure teams need to lean into and how to do it at scale.

    Speakers:
    - Rick McElroy, Principal Security Strategist, Carbon Black (Moderator)
    - Neil Thacker, CISO, Netskope
    - Hardik Modi, Senior Director, Threat Intelligence, NETSCOUT
    - Shahrokh Shahidzadeh, CEO, Acceptto
Ensuring a connected world--one network at a time
NETSCOUT is a market leader in real-time service assurance and cybersecurity solutions for today’s most demanding service provider, enterprise and government networks. NETSCOUT’s Adaptive Service Intelligence (ASI) technology continuously monitors the service delivery environment to identify performance issues and provides insight into network-based security threats, helping teams to quickly resolve issues that can cause business disruptions or impact user experience. NETSCOUT delivers unmatched service visibility and protects the digital infrastructure that supports our connected world. To learn more, visit www.netscout.com.

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  • Title: Solving UC&C Performance Issues in Contact Centers
  • Live at: Nov 12 2019 6:00 pm
  • Presented by: Ray Krug, Solutions Architect, NETSCOUT
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