Comprehensive Microsoft Teams Phone, Contact Centre and AV deployment for The Law Society

Name / Business: The Law Society is the professional body representing solicitors in England and Wales. Established in 1825, it provides support, guidance, and services to its members, ensuring high standards in the legal profession. The organisation also advocates for its members’ interests, influencing policy and law reform, while promoting access to justice and upholding the rule of law.

In addition to setting professional standards and offering education and training, The Law Society acts as a regulatory body alongside the Solicitors Regulation Authority (SRA), which handles disciplinary matters.

Service: Microsoft Teams Phone, Teams Rooms and Contact Centre solution

Forward thinking with a vision of how to transform their organisation, they required a modern and integrated solution for their phone system, contact centre, and audio-visual equipment in meeting rooms. Their goal was to enhance communication, improve customer engagement, and streamline operations.

The Law Society faced several challenges with their existing infrastructure:

• Phone System: Their outdated Meridian PBX system was no longer meeting their needs, leading to inefficiencies and high maintenance costs.
• Contact Centre: The existing Symposium Contact Centre lacked advanced features and scalability, making it difficult to manage customer interactions effectively.
• Audio-Visual in Meeting Rooms: The meeting rooms required an upgrade to support modern audio-visual capabilities for better collaboration and communication.

Symity’s goal was to enhance communication, improve customer engagement, and streamline operations.

Symity proposed and delivered comprehensive solutions for each of the three areas:

Microsoft Phone System

Symity implemented the Microsoft Phone System with Direct Routing and conferencing capabilities. This included:

• Deployment of Teams Phone System with Direct Routing
• Extension management, network assessments, and advanced voice designs
  Build, testing, and pilot phases to ensure quality implementation
• Schedule and execution of porting to the Microsoft Teams platform

Microsoft Integrated Contact Centre

Symity deployed and integrated a Microsoft certified Contact Centre solution from Anywhere365, which provided:

• Omnichannel support for voice, email, and chat to cater to diverse customer preferences
• Call recording and transcription for accurate documentation and compliance
• Automated call summaries to streamline follow-up processes
• Seamless integration with The Law Society’s existing CRM system

Microsoft Meeting Rooms

Symity supported with the design and deployment of Microsoft Teams Rooms across all of the Law Society’s Sites across the UK to enable:

• Enhanced customer engagement: The omnichannel support and CRM integration enabled The Law Society to engage with customers more effectively and provide personalised service
• Improved efficiency: Automated call summaries and advanced reporting capabilities streamlined processes and reduced the time spent on administrative tasks
• Scalability and flexibility: The solutions’ scalability allowed The Law Society to handle increased call volumes and adapt to changing business needs without any disruptions
• Ease of use: Provide a single platform for all converged communications to improve ease of use for all employees across voice & video
• Compliance and documentation: The call recording and transcription features ensured accurate documentation and compliance with regulatory requirements

The implementation of these solutions had a significant impact on The Law Society’s operations:

• Enhanced Customer Engagement: The omnichannel support and CRM integration enabled The Law Society to engage with customers more effectively and provide personalised service.
• Improved Efficiency: Automated call summaries and advanced reporting capabilities streamlined processes and reduced the time spent on administrative tasks.
• Scalability and Flexibility: The solutions’ scalability allowed The Law Society to handle increased call volumes and adapt to changing business needs without any disruptions.
• Compliance and Documentation: The call recording and transcription features ensured accurate documentation and compliance with regulatory requirements.