The Legal firm international organisation with over 10,000 employees and 60 global locations. The firms’ lawyers relay on Unified Communication and Collaboration (UCC) systems to liaise with clients based on billable hours.
The Firm lawyers were experience poor quality calls across Voice , Video and meeting rooms from all locations with some unable to work at all resulting in staff using alternate methods which could not be tracked and were not secure. The Silos with in and external to the organisation from network, security and third-party services to desktop and cloud all said their systems were working it was not their fault. It was still slow, unreliable, and employees were unable to do their jobs. Productivity dropped and so did the billable hours.
The company did not know what the problem was, the internal and the external service teams could not pint point the problem and who was responsible.
The Firm deployed Hortium to test and monitor the performance of their UCC system. Hortium quickly identified the root cause of the performance problems: The cloud security solution. The customer and all parties believed that the UCC system bypassed the Security solution and the security team confirmed this, but Hortium proved through the proactive testing that the UCC session were still hitting the Security solution which was slowing down the application till it dropped. As soon as it was bypassed the UCC solution started working again and Hortium was proactive testing the service through the changes to ensure it was working as required.
After implementing Hortium, Law Firm saw a significant improvement in the performance of its UCC system’s Voice, Video and meeting services. Employee productivity increased by 61%, and the Operation and IT team had transparency across all internal and external parties responsible for services.
“Hortium has been a lifesaver for our business. It’s helped us to improve the performance of our UCC system and reduce employee downtime. We’re now able to service our clients again.” – IT Manager, Legal Firm
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