With over 90 offices in more than 40 countries, the client is one of the world’s leading business law firms.

The client was looking for a consolidated and feature rich contact centre environment to support its agents across four business units: IT Service Desk, Finance, HR and Facilities.


The client was relying on Cisco Packaged Contact Centre Enterprise (PCCE) which provided Contact Centre capability to its IT Service Desk Agents across three regions. It was hosted on-premise, leveraging an out of support infrastructure and competing against the client’s ‘cloud first’ and ‘evergreen’ policy.

The desire was to replace PCCE with a new, cloud delivered platform that could improve customer service performance, while reducing management overheads and driving efficiency through smarter working and better visibility. The solution was also required to support agents across new teams, continuing to support the IT Service Desk, while expanding its remit across Finance and HR with a view to including Facilities in a later phase.

Another key requirement was that traffic should not leverage the client’s existing network or breakout to the PSTN via existing gateway services.


Natilik deployed WebEx Contact Centre to provide agent desktop, calling, webchat and call recording across all business units (IT Service Desk, Finance and HR), with ServiceNow integration and Workforce Optimisation capabilities for the IT Service Desk.

This new configuration would enable the client to see the benefits of the solution quickly, without any impact on the existing environment.

  • Design

    Appropriate routing strategies were configured for each region based on details captured during a Design workshop.

  • Transition

    Natilik assigned a Service Transition Manager (STM) to work regularly with the client's operational teams, ensuring sufficient progress for a successful go-live with operational services after handover from the project teams.

  • Manage

    Services such as Partner & Vendor Management, Contract & Asset Management, and 24/7 Tech Support were included to ensure smooth operations and efficient management of the client's IT infrastructure.

  • Success

    The Natilik team provided the client with an Adoption Maturity Assessment report, providing insights into licensing metrics, technology capabilities, adoption challenges, and improvement plans. Natilik also created a Success Plan, tracking outcomes, ROI, and investment milestones.

The Outcome

The deployment for our client has resulted in a remarkable transformation of their customer support operations. The integration of Service Now has allowed for seamless coordination between various channels, enabling more intelligent management of queues and smoother interactions with customers.

Moreover, the implementation of deep analytics tools has proven invaluable in enhancing agent interactions, driving efficiencies, and ultimately improving customer experience scores and feedback. Supervisors now find their reporting tasks much simpler and less cumbersome, thanks to a fully automated and integrated reporting tool that empowers them to configure, schedule, and run reports without the need for support from other departments.

Furthermore, with a fully supported cloud solution in place, CX admin staff can now work from anywhere, enjoying the flexibility and adaptability that remote work provides. The added capabilities of script editing and time of day routing contribute to a self-sufficient CX admin team that can handle changes without requiring engineering input.

  • Omichannel capabilities

    Customers now have the ability to interact with the client's contact centre through the channel of their choice, initially voice and webchat, improving their satisfaction through quicker response times.

  • Cloud first

    With calling, contact centre and voice breakout from the cloud, the new solution enables the client to reach their long-term goal to migrate from their legacy on-premise platforms.

  • Improved customer experience

    Natilik delivers WFO and training to drive significant reduction in abandoned calls, chats and queue times, as a result of more intelligently managed channel queues and deep analytics.