Unified Communications Featured Article

Legal Firm Deploys AltiGen Unified Communications Solution


December 09, 2009

Firefly Legal Inc., which offers associate legal services to attorneys nationwide, has selected and deployed AltiGen's software-based Voice-over-IP solution in 16 cities across the U.S.

"AltiGen's solution is easy to implement, easy to expand and very agile when you want to make changes," said Cliff Dillman, chief information officer at Firefly.


"When we replaced a Nortel system with AltiGen at our headquarters five and a half years ago, AltiGen's local dealer Inacomp involved our IT team in the installation. In the new offices we have opened since, we simply call them to stage and ship a MaxCommunications Server system directly to the new location.”

“Our IT team then installs and manages the system, allowing us to save significantly on our communication costs,” Dillman said.

AltiGen's Enterprise Manager lets the firm automatically make extension and system changes to all 16 systems from a single application. Also, the company’s software-based solution has provided the legal firm with tools to ensure optimum client support.

Incoming calls are centrally routed to a dedicated client support center utilizing AlitGen's call center applications.

"We received a huge positive response when we implemented AltiGen," said Michelle Villa director of customer service, Firefly.

Villa said that the firm is using all of the call center tools to monitor, coach and route calls effectively.

“Instead of a client waiting a few minutes for someone to answer at a local office, our team is consistently able to answer on the first ring. We are able to effectively process a large number of calls while freeing the local office from answering the phone”, she said.
 
Villa said that AlitGen's call reporting application also allows the firm to track and measure every client call.
 

Anil Sharma is a contributing editor for unified communications. To read more of Anil’s articles, please visit his columnist page.

Edited by Stefania Viscusi




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