When voice, video, instant messaging, and video conferencing come together on a converged Internet Protocol network, the complexity meter rises fast. And when there’s a problem with even one of these services, finding and fixing it can quickly become a major challenge.

NetScout Systems Inc.’s nGeniusONE solution is designed to provide a cure for whatever ails a complex unified communications environment.

“We always focus on what’s going on in the network, wherever that network may be,” said Ray Krug (pictured), solutions architect at NetScout. “We’re able to get that picture of how everything is communicating with each other, and we can raise that to a new level. Packets are notoriously hard to interpret, but we’ve cracked it.”

Krug spoke with Dave Vellante (@dvellante), host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, at theCUBE’s studio in Boston, Massachusetts. They discussed NetScout’s proprietary technology to evaluate communications issues and how it solved a major phone problem for a contact center operation. (* Disclosure below.)

Visibility through traffic data

Behind NetScout’s solution is Adaptive Service Intelligence, the firm’s patented technology. It uses traffic data to gain visibility into a network and assess how well the communications components are performing.

“It’s converting wire data into meaningful key performance metrics,” Krug explained. “We solve in the easiest way the most complex problems.”

Some of those problems can pose a genuine challenge. NetScout recently worked with one customer that had six contact centers channeling more than 100,000 service calls per day. The problem was that calls were inexplicably dropping off after a customer would contact an agent, which was definitely bad for business.

It turned out that this customer had implemented a Session Initiated Protocol trunking solution, which allows business communications systems to operate using an internet connection rather than a traditional phone line. SIP trunking saves money, but it can also create unforeseen issues.

“They were going to save a million dollars per month by implementing a SIP trunk,” Krug said. “We deployed our probe, and very quickly we were able to analyze the reason. It turned out it was a firewall issue.”

Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s CUBE Conversations. (* Disclosure: NetScout Systems Inc. sponsored this segment of theCUBE. Neither NetScout nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE