NETSCOUT nGeniusONE Review

Dashboards highlight overall customer impact and enable drill-down into customer experience

What is our primary use case?

We use NETSCOUT nGeniusOne to troubleshoot our network. At US Cellular, we have our voice over IP network and we try to figure out the impact to the customer.

How has it helped my organization?

The solution most definitely provides us with increased visibility while conducting an IT deployment. It allows us to understand changes that we're making in the network, as well as our network's performance day-to-day and hour-to-hour.

We're also able to see customer impact before the customer complains. Often, in a legacy network, we were used to customers calling in to our call center complaining about the service, but now we're actually identifying problems even before the customer notices. 

It helps us get to the root cause quickly, allowing us to drill down into the problem to actually see what service is impacted. It has provided a measurable decrease in mean time to know and mean time to repair. Being able to identify the problem more quickly and having the customizable dashboards make a large difference, making us much quicker than we ever were.

In addition, the solution has absolutely helped us increase our application network uptime. Being able to see the response in near-real-time, we utilize the five-minute increments in the dashboards and the tools frequently. If we're performing our work and we see an impact, we can deal with it much faster than with our old legacy tools, which were sometimes an hour or two in delay.

What is most valuable?

For me, the most valuable features are the dashboards which we use to highlight the overall impact to the customers, and being able to drill down into the nitty-gritty of the customer experience.

What needs improvement?

This is not so much application-specific but rather is about the user experience: How the user experience has degraded is what I would like to see more in the tool. A lot of tools highlight what's going on but they don't actually pinpoint the user experience. It would be good if there were a small message or something highlighting what the user experience is like and any degradation that's actually occurring.

What do I think about the stability of the solution?

For the most part, it's pretty stable. We've had some instances where we've had to have boxes restarted, probes restarted. But overall, the performance has really held up.

What do I think about the scalability of the solution?

After today's conversation, here at NETSCOUT Engage 2019, it seems like it's highly scalable. I always knew it was scalable but with the new enhancements coming, it's really good.

How are customer service and technical support?

We have NETSCOUT personnel who are assigned to USA Cellular. We have an associate, Joe Dockery, who is always at our disposal. We get good help.

What other advice do I have?

Get as much training as you can go to. Get your hands on the product as much as you can. There's a lot of information there and it's confusing at times if you're not familiar with the product. And rely on your NETSCOUT support. A lot of things that you might be looking for are already there, you just might not know how to get to them.

In terms of the solution cutting our overall troubleshooting time, the answer is "yes and no." While it provides a lot of insight as far as the data goes, and the impact, our organization is still trying to learn how to troubleshoot effectively. In most of the cases it's a matter of either user experience or knowledge.

I would rate nGenius as an eight out of ten. There's a lot of data. After hearing where NETSCOUT is going with the ability to actually isolate a problem quickly, it is good to see them working on that. It's really been the struggle: To show the user where the problem lies. There's a little too much investigation that the user has to do at this point.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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