Isolas

100-2,499 Employees
"Avaya has a flexible and scalable communications solution, providing us with the tools we need and the capability to support our growth."
 
—Michael Wellstead, ICT Group Manager ISOLAS
 

Benefits

Improved Customer Service
Reduce Cost
Increased Productivity

ISOLAS TRUSTS AVAYA WITH ITS TELECOMMUNICATIONS STRUCTURE

Based in Gibraltar, ISOLAS has relied on Avaya to provide an infrastructure of advanced unified communications to support the growing services demand from their clients.

Gibraltar is one of the oldest financial districts in Europe. Its status as part of the European Union provides Gibraltar with important advantages when it comes to managing collective investments undertakings and other types of partnerships, positioning it along with other financial districts such as London, Dublin, Matal and Luxemburg. Favorable legislations, a quality telecommunications infrastructure and strong government support, amongst other factors, are transforming Gibraltar into an ideal place for e-commerce companies.
 
ISOLAS is the oldest law firm at Gibraltar with a vast experience with partnerships and funds management. Partner to ISOLAS is Fiduciary Group, who since 1982 has provided fiduciary and trust services for offshore companies in Gibraltar, London and Zurich.
 
The growth of the business had not been accompanied by a proper telecommunications solution. Each office relied on an analogue station that only offered voice communications. "The equipment we used did not provide the service that was needed for important daily activities and more extensive geo-graphical demand by our clients", comments Michael Wellstead, responsible for Technology at ISOLAS. "We were not taking advantage of the benefits IP telephony is offering nowadays. Our operational costs were illogical and the service provided to our clients needed to be improved".
 
Together with Avaya Business Partner, A+ Sistemas en Red y Comunicaciones, ISOLAS carried out an analysis of the current needs and designed a migration plan to unified communications, having as the central element of its architecture the Avaya IP Office Server Edition solution.
 
"Avaya has a flexible and scalable communications solution, providing us with the tools we needed and the capability to support our growth from any office and from any country we work in. Also, it was simple to manage and had a reasonable cost", says Wellstead.
 
The 170 extensions, of which 135 are located at the central headquarters in Gibraltar, are now directly connected and offer all users the same services and advantages, regardless of their location. This has eliminated the cost of office-to-office calls and has allowed the cost of the new equipment to amortize in less than a year.
 

CHALLENGES

  • Outdated network with inadequate services for a growing organization
  • High communication costs
  • Complicated and expensive maintenance
 

VALUE CREATED

  • Creation of a high-function, flexible and scalable environment
  • Customer Support and solution management centralized in Gibraltar
  • Significant savings in communications that have allowed the implementation in less than one year
 

 

Personalized Customer Care for Delivering Quality Service

Avaya IP Office provides ISOLAS the ability to prioritize customer care and welcome their clients with customized messages, which, in such a personalized environment as ISOLAS’ activity, is extremely important. It also allows the routing of incoming calls, redirecting the call to the most appropriate person given the time, day of the week, the call’s country of origin, etc.
 
"Our clients are always served in their own language; if our offices in Zurich are closed, the call is received in Gibraltar and then transferred to agents with the right knowledge, both technical and linguistic", states Wellstead. “The service level offered cannot be better. From our central headquarters we can take any call made to any of our offices."
 
ISOLAS has also made use of Avaya one-X Portal solution, a web client for telephony services, messaging, conferencing and mobility, that offers ISOLAS all the power of unified communications on each PC by integrating it with Outlook and therefore offering an intuitive and strong tool that allows the employees to be better connected with their colleagues through voice, IM, click to call, etc.
 
Moreover, each of the users can configure their extension in a personal way, allowing the caller to leave a message, re-direct the call to another telephone number, to another team member or to a mobile phone, making the customer service a complete experience. Also, calls to the employees’ mobile phones, between mobiles, or from mobiles to internal extensions, are also done at zero cost, providing a significant saving for ISOLAS.
 
Another functionality that is a great improvement for ISOLAS is recording. ‘‘Given the contractual nature of many of our calls with our clients, the recording capability is extremely useful”, highlights Wellstead. “Lawyers and call agents can record the calls simply by touching one button on their phones and are later sent by email as WAV files.”
 
The Avaya IP Office solution supports ISOLAS and the Fiduciary Group contact centers. “To start with, we have enabled 10 contact center agents. Now we have a completely scalable solution that is simple and able to immediately handle our activity needs", mentions Wellstead. “Now we have all the necessary information for superior customer service thanks to the activity and monitoring reports that are really complete and useful. Today, we are working on their integration to our CRM, which will represent another step to improve the service we offer."
 
The changes to voice communications have been accompanied by updates on the network thanks to the Avaya Ethernet Routing Switch 3500 Series, which integrates perfectly with Avaya IP Office. Designed for small companies and its branches, these Ethernet switches are easy to install, manage and execute and can also be implemented in open environments. Switches are connected and give power to the end users' devices throughout the office.
 
Management is easy thanks to the WEB management from the new networking. The IP telephones can be operational immediately.
 

“Now we have all the necessary information for superior customer service thanks to the activity and monitoring reports that are really complete and useful."
 
—Michael Wellstead, ICT Group Manager ISOLAS
 

Best Solution in the Market

“As a system, I do not think there is another product on the market that can beat it. We chose Avaya for its price, technology, functionality and simplicity. The transition towards Avaya technology was easy for both the users as well as the technicians. The support received from A+ and Avaya has been exceptional, from the first steps through the implementation.”
 
“There is no possible comparison between our prior situation and the current one: more capabilities, better integration, higher quality, significant savings all at a reduced cost. The management of the complete network is centralized in Gibraltar, with the additional savings and comfort that this provides.” concludes Wellstead.
 

“There is no possible comparison between our prior situation and the current one: more capabilities, better integration, higher quality, significant savings all at a reduced cost."
 
-Michael Wellstead, ICT Group Manager ISOLAS

ABOUT ISOLAS

ISOLAS is a law firm, based in Gibraltar. It offers legal advice and representation in Gibraltar to international clients. Isolas Gibraltar was founded in 1892 and since then, the experience and knowledge of our lawyers as well as a clear communication have been used to build a solid and long-lasting relationship with each of the firm’s customers.
 
For further information, please visit: http://www.gibraltarlawyers.com/
 

PRODUCTS AND SOLUTIONS

  • Avaya One-X Portal
  • Avaya Flare
  • Avaya Contact Recorder
  • Avaya IP Office Server Edition
  • Avaya 9600 Series IP Deskphones
  • Avaya 1600 Series IP Deskphones
  • Avaya IP Softphones
  • Avaya Ethernet Routing Switch 3500 series – PWR+
 

 

CUSTOMER PROFILE
  • Headquarters:

  • Gibralter

ISOLAS is a law firm, based in Gibraltar. It offers legal advice and representation in Gibraltar to international clients. Isolas Gibraltar was founded in 1892 and since then, the experience and knowledge of our lawyers as well as a clear communication have been used to build a solid and long-lasting relationship with each of the firm’s customers.

What our Customers are saying
“As a system, I do not think there is another product on the market that can beat it. We chose Avaya for its price, technology, functionality and simplicity."

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  • Michael Wellstead

  • Isolas