Case Study

Global Law Firm

Improve Communications User Experience via Implementing Advanced Unified Communication Platform

Goals

To provide users with a platform that improves their communication capabilities by giving them a Unified Experience that includes Voice, Video, Instant Messaging & Presence, and Web Collaboration, while also giving users the ability to communicate internally and externally from any device and from anywhere. Lastly, to provide a platform that can be centrally managed which is highly resilience and fault tolerant that parallels their data business continuity plans.

The Situation

The client maintained a mixture of a distributed Nortel & Avaya traditional voice infrastructure. This presented two main challenges:

1) The existing platform provided tradition voice with no integrated video, messaging (Instant Messaging & Presence), or web collaboration solutions. The lack of these communication/ productivity services did not enable the firm to take advantage of the opportunity to improve communication workflow – ability to communicate via a variety of personally preferable mediums (i.e. voice vs. video) and escalate accordingly in real time or provide as much flexibility from a device and mobility perspective – communicate from any device, anywhere.

2) The existing platform was not centralized, resulting in increased operational overhead and minimal redundancy from a business continuity perspective.

The Solution

The Fidelus Technologies project team, including Solution Architects, Project Managers, Engineers and Adoption & Evolution Specialists (trainers) worked closely with our clients technology team to design an end-to-end solution to meet their goals. This included designing a full stack Unified Communications Solution, encompassing Integrated Voice, Video (1-1 and room based), Instant Messaging and Presence, and Web Collaboration. This provided immediate enhancement from a communications perspective (Instant Messaging & Presence, Video and mobility) and as a result, improving the communications workflow and productivity. The platform also included:

Contact Center for Help Desk functionality

Room Based Video Conferencing

E911

Additionally, the Unified Communications platform was centralized in three global data centers. This dramatically improved operational efficiency, as well as resiliency.

The Conclusion

After a successful 60-90 day production pilot (pilot infrastructure can be used to build out a production environment) Fidelus, along with our client’s world class technology organization, rolled out a modernized Unified Communications Platform across three global data centers and 23 offices around the world in nine months. Fidelus also provided Train-the-Trainer services to ensure the solutions were adopted and leveraged as quick as possible to shorten the time to value. Throughout and after the implementation, Fidelus also provided Best-in-Class Managed Services including 24x7x365 Intelligent Monitoring & Troubleshooting, Incident & Problem Management & Resolution, Vendor Escalation and Software Maintenance & Upgrades. These services are still being leveraged today.

Post Pandemic Note

This modernized Unified Communications Platform enabled the client attorneys and other end-users to communicate seamlessly from their homes throughout the pandemic with minimal adjustments to the communications environment.