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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