In the good old days (pre-2020), this major law firm had people primarily working in the office and using separate soft client and desk phones for communication internally and with their clients. Their telephony solution included reception and attendant console services for each office, using the same on-premise solution. But the pandemic and the sudden growth of hybrid working changed all that…
Challenge
With the impact of the pandemic, Teams had rapidly become the primary platform for internal collaboration within this legal firm, but external calling and meetings continued either on the legacy platform or on mobile phones.
As the legacy platform was end of life, and the organisation was already in the process of migrating infrastructure to the cloud, it made sense to harmonise internal and external collaboration onto Microsoft Teams. Particularly as this would mean they could make better use of their Microsoft licences. Another important consideration was that they wanted to remain with their existing carrier.
To support them in their migration journey, they were looking for a specialist Teams provider. Resonate partnered with their carrier and fitted the bill perfectly. Our expertise in the Microsoft Teams ecosystem and our ability to work alongside their carrier partner was instantly appealing. We also had all the right credentials in terms of design, delivery and support capabilities.
But what really set us apart was our ability to design ‘outside the box ‘solutions, along with the apps and automation we offered to enable end-to-end Teams management and analytics.
Following an RFI (request for information) and site visit, Resonate was chosen as their technology partner for this lengthy project.
Solution
The process began with a proof of concept, with the new infrastructure implemented and tested by early adopters in three regions. With the thumbs up from all regions, the global roll-out of Teams Direct Routing and Luware Attendant Console is now underway and will continue through 2024.
Resonate is supporting the migrated service 24/7. We’re responsible for meeting all feature, functionality, reliability and analytics requirements. We’re also looking after the legal firm’s customisation needs which include eBonding with the customer and carrier and full triage of all UCC tickets.
Results
As well as the significant financial upside of retiring legacy equipment, employee experience has also been transformed. Early adopters chosen for the programme, who had all suffered issues with the previous system, have migrated seamlessly and successfully to Teams for their client communication and collaboration across the globe.
Am Bhooi, Resonate CTO, elaborates further: “As the primary revenue driver in the legal sector is billable hours, the ability for employees to communicate and collaborate effectively and reliably is critical. Therefore the biggest gain for our client is the harmonisation, of all communication and collaboration onto Teams and its knock-on effect in terms of employee effectiveness.”
Microsoft Teams Rooms Strategy for Enterprises - 2
Contact Centre Case Study with Mazda - 3
