CASE STUDY
Law Firm Makes a Case for
Call Tracking
Executive Summary
Location: London, UK
Business Challenge
Description: Tiger Communications
is a market leader in the provision
of telephone call management
solutions to the enterprise market.
Irwin Mitchell is one of the United Kingdom’s largest and most respected full-service law firms with 11 offices in
Business Challenge:
the UK and Spain. Its telephone system is far-reaching and complex: All 900+ solicitors have direct lines, and
•Log inbound and outbound calls
in law offices across the UK and
Spain
the firm runs a large inbound call center and a debt recovery business that uses an outbound dialer.
Yet, with all that inbound and outbound phone traffic, there was no way to track and trace calls. The firm’s phone
system is built on Cisco Unified Communications Manager (Call Manager), Cisco’s call control platform that
captures call data. “All the information was there, but only trained IT people like me could see what was
happening and produce reports,” says Sally Webster, the firm’s telephone network engineer.
Irwin Mitchell sought a solution that would enable departmental managers to submit queries, pull call data into
a database and produce easy-to-read reports showing where calls came from, where they went, who made
them, their duration and their cost. “We have a lot of queries from the business to find out when certain clients
have been called or when they called in, and if people are making international calls we need to know,” says
Webster. “But we had no way of tracing the calls.”
The firm’s IT manager saw Tiger Communications at an exposition and invited the Cisco Developer Network
Solution partner in for a demo. Irwin Mitchell quickly saw the benefits Tiger could provide such as reports that
are easily manipulated and readable by departments that are requesting information.
•Monitor call activity and produce
detailed reports on telephone
usage
•Manage staffing levels based on
call volume
Solution:
•Call monitoring by IP/LAN/WAN
•Capability for departmental
managers to query the system
•Easily readable reports on call
volume
Business Results:
•Improved ability to resolve
complaints and disputes
•More efficient scheduling at call
centers
•International telephone bills
assigned to appropriate parties
“For the first time, we can monitor
Solution
where calls come from, where
Irwin Mitchell’s system is comprised of Tiger 2020 pro 5.3, which offers real-time IP LAN/WAN connectivity
integrated to Cisco Call Manager to monitor calls. An automated Tiger Directory integrates to the Call Manager
Directory, enabling detailed reports – daily, weekly, monthly and ad hoc – tailored for individual departments.
The reports, available as PDF, Excel, Word or HTML files provide metrics on call traffic to support staffing
decisions; enable departmental performance analyses that help maintain key performance indicators and
service level agreements; and help resolve customer disputes.
With Tiger, managers can easily set up automated queries for their areas of business, and they can specify what
they want to see in the reports. Tiger reporting has a lot of fields that enable managers to choose what they want
to search for – calling number, called number, time/date, call duration and whether the number was busy or the
call was answered.
they go and what they cost. Our
departmental
managers
can
analyze calling trends to maintain
staffing and improve service
levels. Tiger makes it easy to
read the data that Cisco captures.
”
— Sally Webster, Telephone
It’s invaluable for us.
Network Engineer, Irwin Mitchell
The setup was easy, says Webster – just a simple FTP transfer, so that the call data could get to Tiger. Irwin
Mitchell had recently upgraded to Cisco Unified Communications Manager 5.3. Integration was seamless
because the Tiger backend is structured the same as Call Manager. With a rich, CAXL interface, Cisco is
designed as an open platform to simplify and accelerate the development of value-added, web-based
applications like Tiger 2020 Pro and the Tiger Directory.
Business Results
For the first time in Irwin Mitchell’s 100+ year history, the firm can monitor telephone traffic
and assign billing to the appropriate departments and clients alike. The ability to track
calls helps managers to analyze calling trends, maintain adequate staffing levels and
improve service. When hunt group calls come in, management can see when they go unanswered. Based on
call volume, they can schedule or hire more staff or cut back on resources. Consequently, Irwin Mitchell runs
more efficiently.
Another benefit: “We often hear from clients that their calls to us have gone unanswered,” says Webster. “Now
we can look at the calls to verify these claims.” Cisco captures the call data, and Tiger formats the reports so
they can be easily accessed and read.
The firm can now track international calls and produce reports that show which calls were related to the business
and which were personal – and it can bill these international calls to the appropriate parties.
Key to this success is the Cisco-Tiger Communications relationship. From the Tiger project team that took a
deep dive into the legal market prior to installation, to the engineers who installed Irwin Mitchell’s system on site
in just a half a day, to the trainers who ensure that departmental managers get the most out of the technology,
to the ongoing after-care service, Tiger Communications delivers a system that works hand-in-hand with Cisco
to track calls and deliver readable reports that save money and improve efficiency for the law firm.
“Like many organizations, Irwin Mitchell had to be accountable for the costs of their telephony,” says Stephen
McCallum, Managing Director of Tiger Communications. “Now they can use Tiger to allocate billing and system
usage across the organization.”
More Information
To find out more about the Cisco Partner Solution, go to:
https://marketplace.cisco.com/catalog/products/1408 or call +44 (0)1425 891000.
Incorporated in 1985, Tiger Communications is a market leader in the provision of telephone call
management solutions to the enterprise market. Tiger’s offerings include telephone call logging
software, voice network security, managed services, telephone fraud detection and management
reports.
77-79 Christchurch Road
Tel. +44 (0)1425 891000 Ringwood, Hampshire BH24 1DH
Fax +44 (0)1425 461484
Copyright © 2013 Tiger Communications. All rights reserved.
www.tigercomms.com
Product List
•Tiger 2020 pro 5.3
•Tiger Directory
•Integration to Cisco Unified
Communications Manager AXL
•Cisco phones: 7940, 7941, 7942,
7960, 7961 and 7962