Countrywide Property Lawyers

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