When it comes to customer-facing interactions, the contact center is the lifeline of this hardware company. And its agents were, in the past, primarily on-prem in large clusters with in-house monitoring solutions. But over the last two years, most of its agents have become remote, requiring IT to find ways to gain visibility into thousands of new home environments and endpoints.
"Being able to provide monitoring capabilities for contact center agents when they're working remote has been key," said the hardware company's global lead for automation and monitoring.
When agents were centralized, the hardware company used an on-prem deployment of a product called Engage by Genesys. Since then, they have begun their migration to Genesys Cloud. The move will change traffic paths and routing. And IT needs to know whether user experiences will be impacted so they can fix those problems before customers recognize them. This presented an ideal use case to expand the company’s deployment of ThousandEyes.
To service customers, the company's agents also interact with Microsoft Dynamics, which IT needs to monitor to ensure agent productivity. For instance, the CRM (customer relationship management) software that is in the Dynamics suite of apps holds critical customer information, including the date a customer made a laptop or printer purchase and other details that will help an agent service a warranty claim or address an issue.
The path from end users to Microsoft Dynamics and the API calls that connect it to internal databases is complex. It involves a multitude of third-party networks and services, further complicated if the user is working from home. The company thus needed visibility into path changes, latency, loss, jitter, availability, and response times—seeing it as business-critical. With ThousandEyes, the company can support its users across any network with any application by delivering correlated layers from network to application. And with end-to-end path visualization and hop-by-hop metrics, the hardware vendor can monitor the performance of each link between hops.