- Avaya finds law firms on the vanguard of realizing the benefits of
BASKING RIDGE, N.J., Aug. 22 /CNW/ -- For law firms and other
professional services organizations, technology can make all the difference.
A recent commissioned study(1) conducted by Forrester Consulting on behalf of
Avaya (NYSE: AV), a leading global provider of business communications
applications, systems and services, shows that 92% of the professional
services organizations surveyed see communications technology as the key to
improved client satisfaction.
Leading law firms have been on the vanguard of realizing how unified
communications can support time-critical, day-to-day requirements and drive
new levels of client satisfaction by breaking down the silos between email,
voicemail and telephony. Today, associates at firms such as Riemer and
Braunstein, Olswang, Brinks Hofer Gilson and Lione, and Broad and Cassel have
increased their mobility, accessibility and responsiveness through integrated
Avaya communications solutions that are available over any network on their
device of choice.
Boston-based law firm uses technology to set itself apart
A 70-year-old firm headquartered in Boston, Riemer and Braunstein
specializes in the financial aspects of law. Today the 150-person company is
experiencing explosive growth with offices in New York, Chicago and
The company wanted to give its attorneys options for communicating
securely and reliably when away from the office -- helping them stay in touch
with clients and colleagues. Since Avaya's voicemail system integrates with
Microsoft Outlook, they can access both email and voicemail using cell phones
"There's a real 'wow' factor when clients get an audio .wav file in reply
to their email message, recorded by an attorney sitting on a plane on an
airport runway," said Bruce Bial, Riemer and Braunstein. "They are impressed
with how responsive we are, even if they don't understand the backend
technology. It's very user friendly, though. I give attorneys a quick
tutorial and that's all they need. There's no overhead for training."
For added convenience and responsiveness, Avaya Speech Access allows
attorneys to use voice commands for retrieving, responding to and managing all
kinds of messages.
"Our attorneys are very mobile and often travel to places where there is
no Internet access," Bial said. "With Avaya Speech Access, we eliminate lag.
They can use the phone to remain completely responsive to both voicemail and
email messages. Speech Access also alleviates safety concerns when people are
in their cars. They can work hands-free rather than trying to type on a
Blackberry while driving."
With Avaya Remote Call Forwarding, attorneys can direct calls to a remote
phone when working away from the office, or use Avaya Extension to Cellular to
have calls made to their office line ring simultaneously on their cell phone
"Clients can reach their attorney through a single number whether in the
office or on a business trip," Bial said. "The same flexibility helps with
life balance. Now you can go to a Little League game and still be available
for critical calls."
London firm uses technology to boost employee mobility
Olswang is a leading law firm renowned for its ground-breaking work in
the technology, media, communications and real estate industries. Founded in
1981, the firm has grown to a staff of nearly 600, including 85 partners
across offices in London, Thames Valley, Brussels and Berlin.
The firm has experienced a number of benefits using Avaya's unified
communications applications. These IP telephony-based communications solutions
have helped expand collaborative work practices, improve communications and
reduce costs while introducing new ways of working.
"We deployed an Avaya IP telephony solution across three offices in
London, Reading and Berlin as a foundation to one unified communications
network," said Clive Knott, information technology director at Olswang.
"Lawyers are expected to work from different sites and to avoid hefty
international mobile phone charges. Avaya IP telephony has opened doors to new
applications and functionalities. Now lawyers just need to log onto a spare
desk-phone, they can make and receive calls from their usual extension number
as well as retrieve voicemail messages."
Intellectual property firm boosts productivity and service levels
One of the country's largest intellectual property law firms, Brinks
Hofer Gilson and Lione relies on Avaya intelligent communications to be
available 24 hours a day, 365 days a year.
"The field of law is very demanding of technology," said Rod Sagarsee,
chief information officer for Brinks. "It's all about providing exceptional
service. With Avaya IP telephony, our attorneys can do more, stay connected
and have additional ways to communicate with clients."
Avaya unified communications applications have revolutionized the way the
Brinks team communicates -- boosting both productivity and client service.
When attorneys travel, they can use the Avaya Softphone application on their
laptop for a full-featured phone that securely connects through the primary
office communications server. Since the softphone is an extension of the one
at their desk, attorneys make and receive calls just as if they were in the
office. Doing so reduces toll charges, especially for those traveling
internationally. The firm also uses Avaya Speech Access and Avaya Extension to
Cellular to enable team members on the road to serve client needs efficiently.
Florida firm uses technology to remain responsive, even during storms
Broad and Cassel's more than 175 attorneys are based in eight offices
across the hurricane-prone state of Florida. A new companywide Avaya
telephony network with survivability features allows branch offices to operate
independently if connectivity to the main network is lost during a storm. In
addition, new intelligent communications applications have been a hit with the
Broad and Cassel team.
"Avaya Modular Messaging has been one of our biggest wins with
attorneys," said Gary Harris, manager of systems operations for Broad and
Cassel. "Now they can 'see,' play and forward voicemail through their
Microsoft Outlook inbox, just like email."
The same voicemail system serves as a disaster hotline during bad
weather. Staff members can call in to track down colleagues, leave messages
and locate emergency supplies. It also helps them stay in touch with clients.
"As long as our central voicemail server is operational, clients can
leave messages, even if local lines are down," Harris said. "Each attorney
also has a backup number for retrieving messages. If their local office is
out of operation, they simply dial in through another Broad and Cassel
location to reach their voice mailbox."
The Avaya Softphone and Extension to Cellular applications enable
traveling attorneys to transparently receive important calls made to their
office extension and access communications features and directories.
"We implemented our new network to save on our telephony costs, but there
are real business benefits that go well beyond the initial savings we
projected," Harris said. "Clients now can reach an attorney through a single
number without having to hang up and redial, and our attorneys have access to
time-saving features that make them more productive. Ultimately, we have a
flexible foundation for growing our business."
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500(R), use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications-Enabled Business Processes. Avaya Global Services
provides comprehensive service and support for companies, small to large. For
more information visit the Avaya Web site: http://www.avaya.com.
(1) Unified Communications Custom Study. Forrester Consulting. May
For further information:
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