ZC Sterling Corp. is a leading provider of specialty insurance and technology-enabled solutions for the mortgage servicing industry. The company provides hazard insurance tracking and outsourcing services, voluntary homeowners insurance, customized real estate tax services, back-office business process outsourcing, customer care solutions and Hispanic call center services for lenders, mortgage servicing organizations and homebuilders nationwide. ZC Sterling is headquartered in Atlanta, Ga. with operations in Calif., Fla., Iowa, Neb., N.M. and N.C.
Challenges:
With an extensive nationwide network of contact centers, ZC Sterling depends on VoIP technology as a more cost-effective alternative to traditional phone services. However, the company was finding that it faced challenges inherent with VoIP service such as intermittent lapses of audio, echo or other problems, which had potential to negatively impact ZC Sterling’s quality of service. Problems of this type are not uncommon for companies deploying VoIP technology.
ZC Sterling understood the importance of network monitoring technology and needed to find a network monitoring technology that would effectively monitor its VoIP communication. The company turned to its partner, Interactive Intelligence, an innovator in call center technology, for recommendations. Interactive Intelligence suggested several VoIP seminars to assess network monitoring software and VoIP troubleshooting.
ZC Sterling compared the offerings of Wireshark, Wildpackets and other companies and found that, although the software is powerful, the technology is not as intuitive as that from ClearSight Networks.
Solution:
ClearSight provided ZC Sterling with a demonstration of the network monitoring product, ClearSight Distributed. The demo was installed in less than one day and soon thereafter, ZC Sterling was sold on the technology.
ClearSight’s user-friendly network monitoring application required no employee training. ClearSight Distributed is a distributed system with a next-generation application flow analyzer. It allows for remote network monitoring, application performance analysis and troubleshooting for multiple LAN segments that are physically separated from one another.
