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Challenges
- Difficulty diagnosing issues during video conferencing sessions
- Shifting from on-prem services to the cloud-hosted services
- High number of videoconference-related support calls
Outcomes
- Enhanced monitoring capabilities
Two or three staff members can now effectively monitor 800 videoconference rooms worldwide - Decrease in support calls
The number of videoconference-related support calls in Spain has dropped from 1,000 to just two per month - Reduction in dropped calls and network issues
ThousandEyes allows for proactive problem identification
From Frequent Drops to Superb Calls and Videos
Iberdrola, headquartered in Madrid, Spain, is one of the largest energy companies in the world and a global leader in renewable energy.
Challenge
In recent years, the importance of videoconferencing has surged for Iberdrola, bringing new challenges. Initially, the energy company’s networks and staff needed to adjust to the increased reliance on this technology, resulting in frequent dropped calls and lengthy diagnostics. The IT team often struggled to identify issues during calls, dealing with problems related to access points, encoders, or user errors.
"Before, we didn’t know what was happening when you would open a call with someone and have quality problems,” said Manuel Muñoz, Global Head of AV Communications and VIP Support, Iberdrola. “We couldn’t see exactly what was happening."
With approximately 40,000 employees and interactions with around 400,000 users, including external providers and partner companies, Iberdrola’s IT team faced the critical task of ensuring high-quality collaboration experiences without technical disruptions.
To address some of these challenges and improve efficiency and sustainability, Iberdrola transitioned from on-prem services to cloud-based solutions. This shift required significant changes in networking configurations across 800 rooms worldwide. These facilities serve diverse groups, including firefighters, civil guards, police, and large European automakers
By embracing cloud-based solutions and upgrading their infrastructure, Iberdrola looked to provide a seamless and highquality collaboration experience for all its users, both internal and external.
Solution
Iberdrola embraced ThousandEyes to assure their digital experiences with comprehensive visibility into their audiovisual communication processes, from call initiation to cloud processing and back to the end user. By deploying Enterprise Agents within their network and Endpoint Agents on user devices, Iberdrola can now monitor correlated network quality and call quality metrics to predict potential issues. This significantly reduces videoconferencerelated problems, particularly on their RoomOS devices, and enhances overall user experience and operational efficiency
“Since we started using ThousandEyes, we have seen significant improvements in the efficiency of video calls,” said Muñoz. “Two or three people, depending on the season, now monitor the 800 videoconference rooms we have worldwide at Iberdrola.”
Using ThousandEyes has decreased dropped calls and network issues at Iberdrola, enabling proactive identification and resolution of potential problems. As a result, the number of videoconferencerelated support calls in Spain has decreased from 1,000 to just two per month, allowing staff to focus on more critical tasks and ensuring timely support for users.
ThousandEyes has also helped make Iberdrola’s communication systems nearly platform-agnostic, allowing the seamless use of different collaboration applications like Webex by Cisco and Microsoft Teams without compatibility concerns.
By assuring the digital experience, ThousandEyes provides Iberdrola users with confidence that their videoconferencing devices will function correctly, enabling productive interactions among colleagues and clients
“In the future, we plan to expand by increasing the number of tests we conduct with ThousandEyes and deploying more agents to better understand the status of these communications,” concluded Muñoz.
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