NETSCOUT launches UCaaS monitoring capabilities for collaboration platforms

NETSCOUT SYSTEMS, INC. has announced new unified communications-as-a-service (UCaaS) capabilities for its Smart Edge Monitoring solution, which will assist organizations with work-from-home and hybrid workforce models in ensuring a quality employee experience when using UCaaS solutions such as Zoom, Cisco Webex, and Microsoft Teams.

“The future success of hybrid workforces and work-from-home employees is directly tied to efficient, continuous, quality communications and collaboration,” said Richard Costello, senior research analyst, IDC.

He added, “To ensure continued business continuity and end-user experiences, organizations need greater visibility across varied and complex work environments, such as that offered by NETSCOUT Smart Edge Monitoring, to better determine and mitigate root causes.”

“Organizations have come to rely on communication and collaboration software to keep their employees connected and productive, no matter where they are performing their jobs,” said Michael Szabados, chief operating officer, NETSCOUT.

He added, “The future of work requires visibility into complex network environments, and NETSCOUT gives IT teams the tools they need to resolve even the most challenging communications-related issues to deliver consistent, high-quality, UCaaS experiences.”

“The research shows that while communications and collaboration platforms remain vital for organizations, growing pains continue. Employees continue to be plagued with technical challenges that limit their productivity even as IT teams are under additional strain to diagnose and resolve these issues in a timely fashion, “continues Szabados.

He also said, “NETSCOUT Smart Edge Monitoring’sintelligent, the packet-based approach allows IT teams to see performance problems across complex hybrid work environments to better triage, support, and quickly extinguish root causes.”

NETSCOUT’s Smart Edge Monitoring with analysis across the complex communications ecosystem, including home-user networks, data centers, the cloud, and application data from UCaaS providers, UCaaS capabilities leverage patent-pending technologies to give early detection of performance slowdowns. As a result, it can immediately identify the source of end-user problems, whether they occur at home or incorporate or distant offices.

IT teams can use Smart Edge Monitoring to analyze the communications path using auto-generated UCaaS transaction metrics that provide more advanced visibility than traditional tools, allowing them to quickly pinpoint user configuration, application protocol, internet service provider, or server issues. As a result, Smart Edge Monitoring can pinpoint what is causing performance degradation and why all while utilizing a single solution and methodology.

According to new data since the start of the COVID-19 epidemic, 93 percent of enterprise-level firms have increased their use of unified communications and collaboration (UC&C) platforms. Increased usage has resulted in an influx of helpdesk requests, which has ramifications for the future of work and staff productivity. UC&C issues account for more than half of helpdesk tickets at 43% of recently surveyed businesses.