Norton Rose, one of the largest UK law firms, is
deploying a
Cisco Unified Communications system to help
improve its customer service.
The system is part of a
Cisco Connected Workplace for Law Firms
blueprint. This consists of a set of network solutions, customer
services and application partners that provide an integrated and
collaborative way to link firms’ lawyers and support staff to
important internal and external resources.
The Cisco Unified Communications system at Norton Rose connects
offices in Europe, Russia, the Middle East and Asia.
It is expected to help expand and increase collaborative work
practices, improve communications between international offices,
and improve the firm’s competitiveness by helping lawyers provide a
faster and more efficient service.
Jeff Roberts, director of IT at Norton Rose, said, “The Cisco
Unified Communications System provides us with a simple-to-use
telephone system, but it does much more than that. It integrates a
whole host of other features and capabilities that can help our
staff work more effectively and efficiently without increasing
costs.”
Services such as drafting contracts for clients are expected to
be done faster because lawyers will be able to contact colleagues
around the world and share knowledge more effectively.
Norton Rose plans to use Cisco Unified MeetingPlace, a component
of the Cisco Unified Communications system, for activities such as
online document drafting.
And employees will have dedicated numbers wherever they are
located, even when they move offices or work from home, allowing
them to make and receive calls without a client knowing they are
away from the office.
The Cisco IP Communicator, a software-based application that
delivers enhanced telephony support through a PC, enables Norton’s
staff to receive and place calls from a laptop, even from a hotel
room.
The Cisco Unified Communications System will also make voice and
videoconferencing much easier, because staff
will be able to set up and hold conferences from their desks,
instead of pre-booking conference calls or using dedicated
videoconferencing suites.
Norton Rose also plans to extend the use of the Cisco Unified
Communications system by integrating it with business applications.
For instance, linking with a customer database will present the
person receiving the call with the client’s details and relevant
information about the case, facilitating an improved level of
service.
The Cisco Unified Communications system at Norton Rose’s UK
headquarters comprises Cisco Unified CallManager, 1,500 Cisco
Unified IP phones including Cisco IP Communicator softphone
applications, 1,400 Cisco Unity messaging seats, Cisco Unified
MeetingPlace and Cisco Unified Contact Centre to support an
internal virtual IT helpdesk service.
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