On the 12th of September, Avaya shared a case of Avaya Cloud Office client - Brisbane-based McCarthy Durie Lawyers (MDL). MDL has reported significant year-on-year staff and customer retention levels following its rollout of Avaya Cloud Office by RingCentral. With access to Avaya (NYSE: AVYA) technology, the organisation has also safeguarded itself against potential compliance and security issues and laid the groundwork for richer access to local legal services in regional Queensland.
“Our team is known for being contactable and able to quickly resolve our clients’ issues, which is critical when it comes to time-sensitive legal settlements,” he said. “However, in 2020 the patchwork of communication systems we had in place was proving unreliable, and we lost around one day per month to the phone system being down. Our team would revert to unsophisticated workarounds, but ultimately a lot of calls died or didn’t go anywhere, meaning we lost clients.”
The need to remedy service availability, along with enabling hybrid work arrangements in a way that balanced staff productivity and wellbeing, was MDL’s catalyst for change. MDL rolled out the cloud-based Avaya Cloud Office platform, giving staff access to ‘office in a pocket’ capabilities, so they can call, message, meet and video conference within one environment and across physical locations. McCarthy said staff productivity has now improved significantly, reversing negative customer sentiment