UC&C and UCaaS

Performance
Monitoring
Essentials
5 Areas To Consider When Managing
UC&C and UCaaS Complexity
Leveraging UCaaS Solutions to Collaborate Anywhere, at Any Time

With the flexibility of hybrid work models in today’s
digital world, Unified Communications as a Service
(UCaaS) technology has been a continued investment
for the modern enterprise.
Uptime and quality user experiences are critical to maintaining
business continuity and employee productivity.
Degradations, latency, and availability issues are just a few of
the disruptions that companies face regularly when leveraging
UC&C and UCaaS solutions. The ability to swiftly troubleshoot
these issues, resolve them, and proactively prevent
reoccurrence significantly impacts employees, customers,
reputation, and the bottom line.
Read on to uncover 5 areas where NETSCOUT’s nGenius ®
Enterprise Performance Management solutions help manage
complexity, improve troubleshooting, and support hybrid
workers by ensuring UCaaS performance.

60% 57%

50% 48%

42%
40%
32%
30% 28%
26%
22%
20%
20% 16%

10%

0%
2020 2021 2022

1 - 4 Apps 5 - 9 Apps > 10 Apps

NETSCOUT UC&C and UCaaS Performance Monitoring Essentials

Explore these 5 areas
to learn how NETSCOUT
solutions can help
improve UC&C and UCaaS
performance, accelerate
hybrid workforce
efficiency, and keep
your network operating
smoothly.

NETSCOUT UC&C
UC&Cand
and
UCaaS
UCaaS
Performance
Performance
Monitoring
Monitoring
Essentials
Essentials
Tools & Trends: Packet-Based Investments

Do the performance monitoring tools
you use provide the visibility you
need to troubleshoot effectively?
Vendor-provided point tools that are developed and integrated
within specific UC&C platforms are often not granular enough to
monitor complex UC&C environments. This prevents IT teams
from uncovering packet-level insights and reducing IT visibility
gaps to support the distributed global workforce.
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The absolute truth of network and application performance lies
in the packet—the only source of information that is universal
and cannot be altered.
nGenius Enterprise Performance Management is a vendor-
agnostic, packet-based monitoring solution that scales with
business needs. This approach streamlines visibility for
IT teams and provides the agility to make revenue-saving
decisions in the most complex environments.

75% of IT leaders plan to add additional UC&C platforms,

but only 23% are using independent packet-based solutions
to monitor performance.
67%
1% Yes, through my
UC&C platform
vendor
Don’t know

3%
No

6%
Yes, internally
with a home
grown tool

23%
Yes, through an
independant
monitoring tool

Is your organization leveraging packet analysis to monitor

the performance and experience of remote workers using
UC&C platforms?

NETSCOUT UC&C and UCaaS Performance Monitoring Essentials

Performance Issues: Early Warning & Workflows

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What information can help IT teams
Delays in joining UCaaS video
isolate, triage, and resolve critical or audio conferences
66%

UCaaS problems efficiently? Poor audio quality 56%

Poor webcam/video quality 48%

While UCaaS tools provide a wide range of benefits for Inability to log into
30%
UCaaS services
communication and collaboration, remote workers still report
delays when joining video or audio conference calls. Don’t know 2%

Other 1%

IT teams frequently uncover packet loss, latency,

jitter, Quality-of-Service (QoS) misconfigurations, and
poor Mean Opinion Score (MOS).
Efficient service triaging, isolation, and resolution are critical
to maintaining business continuity and preventing challenges
that impact hybrid workers, customers, and brand reputation.
Leveraging an independent, comprehensive monitoring solution
can reduce mean time to repair (MTTR) significantly – from
hours to minutes.

nGenius Enterprise Performance Management provides a

single pane of glass view with early warning and alerts to
nGeniusONE® dashboards depicting packet loss in the data proactively address performance issues.
center, MOS and Echo problems, and general audio/video
quality degradations.

NETSCOUT UC&C and UCaaS Performance Monitoring Essentials

Troubleshooting Time: Resolve Issues Faster

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If help desk tickets are decreasing,
why do 56% of UC&C service MTTR

disruptions persist for hours? MTTI MTTK MTTF MTTV

As companies have adapted to hybrid work models, IT teams

90%
MTTR
are receiving fewer UC&C-related help desk tickets. But the time
it takes to resolve issues remains high because multivendor
MTTI MTTK MTTF MTTV
UC&C and UCaaS platforms add complexity to networks. of mean time to
resolution is spent
90% of mean time to resolution (MTTR) is spent just in understanding
understanding the problem. the problem

Deep packet inspection is the fastest way to pinpoint the root

cause of disruptions and reduce UC&C and UCaaS issues.
30%
Within a few minutes
26%
nGenius Enterprise Performance Management helps IT
54%
Within a few hours
56% teams reduce mean time to knowledge (MTTK) and quickly
Within a day
12% understand the true root cause of performance issues to
12%
improve troubleshooting time.
3%
Within a week
4%
0%
More than a week
0%
0%
Don’t know 2022
0%
2021

NETSCOUT UC&C and UCaaS Performance Monitoring Essentials

Employee Productivity: Experience & Quality

With heavy reliance on UC&C
technology for collaboration, is it a
surprise that organizations are still
concerned with productivity?
Remote users rely on high-quality digital interactions.
Communication issues and service interruptions like dropped
calls, latency, and jitter will disrupt the workforce and hinder
productivity. In a recent NETSCOUT survey,
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Companies that are exclusively using monitoring tools through
their UC&C vendors are limited in their troubleshooting
processes, only privy to one silo of information.
nGenius Enterprise Performance Management helps assure
employee productivity by providing real-time, packet-level
insights to quickly isolate, triage, and remediate UC&C
quality issues.

93% of IT leaders said they were at least somewhat

concerned with UC&C challenges temporarily
hindering employee productivity.

93%
of IT leaders surveyed are
concerned that UC&C-related
challenges may temporarily
hinder productivity within

!
their organization

NETSCOUT UC&C and UCaaS Performance Monitoring Essentials

Customer Experience: Contact Centers & Support

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How do companies ensure Troubleshooting 23% 30% 30% 17%

customer-facing interactions and Dropped calls 21% 26% 31% 22%

performance quality in omnichannel

Call Quality 20% 22% 28% 29%

Delayed
16% 31% 35% 19%

environments?
connection times

Call forwarding 13% 26% 26% 35%

Inability to make
11% 21% 25% 44%
ongoing calls
Contact centers play a significant role in many verticals, like
healthcare and financial services, that require 24/7 digital Major challenge Somewhat of a challenge

customer support. UC&C quality has a direct impact on Slight challenge Not a challenge at all

customers in addition to business IT teams and employees. A To what extent have each of the above been a challenge for your
recent NETSCOUT survey of IT leaders found: organization due to the remote work of contact center employees?

86% of enterprises are managing hybrid/remote

contact centers and 70% believe dropped calls, call
quality, connection delays, and troubleshooting are
obstacles for contact center employees.
Monitoring tools designed for a single purpose or one technical
domain such as networks, applications, APIs, or process logs are
inefficient.

nGenius Enterprise Performance Management provides

end-through-end visibility to quickly identify and resolve
performance issues that can affect customers.

nGeniusONE® analysis of voice and video call quality depicting jitter and
packet loss, and QoS mismatch from remote sites and data centers.
NETSCOUT UC&C and UCaaS Performance Monitoring Essentials
The NETSCOUT Advantage

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We are a vendor-independent UC&C and UCaaS performance The world’s largest companies trust NETSCOUT to improve
monitoring solution broadly supporting standard protocols of UC&C and UCaaS service performance and monitor their
virtually any UC&C, UCaaS, or VoIP service: most complex enterprise IT environments.

What is your mission-critical UC&C Read Our Case Studies

communications platform?

Insurer Regains Assuring Agency Realizes

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Visibility With Transformation for Microsoft
nGenius Enterprise Success With Teams Quality
Performance NETSCOUT With NETSCOUT
Management

NETSCOUT wants to help your team monitor performance.

NETSCOUT UC&C and UCaaS Performance Monitoring Essentials

NETSCOUT is trusted by 90% of Fortune 100 companies in more Empower your team and
than 100 countries to monitor their most complex networks and
application ecosystems from anywhere at any time. learn more:
nGenius Enterprise Performance Management helps industry www.netscout.com/enterprise
leaders maintain business continuity and collaboration by
reducing complexity, improving troubleshooting, and ensuring
Contact us
UC&C and UCaaS performance.

NETSCOUT SYSTEMS, INC.® (NASDAQ: NTCT) delivers multi-purpose, real-time visibility,

troubleshooting and protection wherever your technology infrastructure and business
applications reside. NETSCOUT Smart Data gives technology and business teams the
next-generation level of visibility to see the full range of performance, availability and
security risks, earlier and with more precision, to resolve problems faster. That’s why the
world’s most demanding government, enterprise and service provider organizations rely
on NETSCOUT solutions to assure and protect the digital services which advance our
connected world.

Visit netscout.com or follow @NETSCOUT on Twitter, Facebook, or LinkedIn.

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