Zoomannounces that Cuatrecasas, a leading law firm in technological innovation in the legal field, has implemented Zoom Phone and Zoom Contact Center to continue optimizing its unified communications and thus offer more efficient customer service. This decision is a key step in its global modernization strategy.
With a history of more than a century, Cuatrecasas He is a reference in business law and a pioneer in the adoption of technological tools. Since the 1990s, the firm has led the use of advanced solutions, such as video conferencing systems to facilitate connections between its teams and clients. Likewise, and just before the pandemic, it began the integration of tools such as Zoom Meetings, Zoom Rooms, Zoom Webinars and the Zoom Workplace mobile application, to keep its teams connected, regardless of their location, even in the most challenging moments.
Cuatrecasas manages more than 500,000 calls annually, which requires a system that has efficiency and quality of service, in addition to being perfectly aligned with its internal processes. Although the firm already had traditional IP telephony solutions, its IT team detected the need for a more complete, unified and integrated platform for the global office network.
After evaluating various options Cuatrecasas opted for Zoom Phone for its ease of use and ability to adapt. “After working hand in hand with the Zoom Professional Services team to adjust Zoom Phone to our needs, at Cuatrecasas we came to the conclusion that it was the most powerful, best quality and friendliest product for our users,” said Francesc Muñoz, CIO of Cuatrecasas.
Cuatrecasas chooses Zoom to consolidate its communications ecosystem, optimizing operational efficiency and improving the customer experience globally
The implementation began in Spain and has completed the deployment in all international offices, incorporating the Zoom solution to the traditional telephone system with the support of Telefónica as a global integrator.
A commitment to innovation
Likewise, the firm decided to include in its communications ecosystem Zoom Contact Center, a native solution designed to effectively manage customer interactions and internal support. In this context, Cuatrecasas has not only optimized its customer service, but is also exploring new AI-powered functionalities, such as AI Companion. “Thanks to our clear commitment to implementing Zoom Phone and Zoom Contact Center, these solutions have helped us generate the best synergies. When we began considering Zoom in the months leading up to the pandemic, the Professional Services team provided us with the best professional advice and advice, playing a fundamental role in making the entire project and integrations possible: from the first purchase of Zoom Meetings to the deployment of the Contact Center,” Muñoz points out.
Differential results
The adoption of Zoom solutions has generated very positive participation among collaborators, with 91% of active users in the videoconferencing tools. This has strengthened Cuatrecasas’ hybrid work model, balancing productivity and work-life balance.
Along these lines, the firm is exploring new tools to facilitate information management in the legal field “The solutions that Zoom is announcing are very interesting and fit our potential needs. For example, we need to evaluate the accuracy of the summaries made by AI, as it is essential for the work of our lawyers,” concludes Muñoz.
