Countrywide Property Lawyers

Countrywide Property Lawyers Conveys its Message

ABOUT COUNTRYWIDE PROPERTY LAWYERS
Type:
Legal Services, Solicitors
Location: England
Configuration: IVR, Call Recording, CTI
Website: www.cwpl.com

Customer Needs

  • The ability to track and measure internal call transfers
  • Monitoring and reporting on inbound and outbound call traffic
  • Implementing a call recording solution for dispute resolution and training
  • The ability to route calls back to the same agent who last dealt with the enquiry
  • A solution which enabled management to accurately tag calls with the company ‘Matter Number [1]’
  • An easy to use and easy to update internal directory service
  • A solution which could seamlessly link to other telephony switched within the business
  • A fault tolerant and redundant system

Solution Components

  • Mitel Communications Platform
  • Computer Telephony Integration (CTI)
  • Call Recording
  • Interactive Voice Response (IVR)

Results

  • Call tagging through a call recorder
  • Account coding of calls through IVR
  • Call traffic monitoring and reporting on internal call transfers enabled

 

Resources

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Quote

"We chose the Inter-Tel solution because it offered a great breadth of functionality and also because, through its partner, it could provide us with a bespoke solution that would fit with our business requirements."

Euan Vivash,
Operations Manager, CPL