Case Study: Leading Global Law Firm achieves invisible, world-class client service with Avaya Equinox

Invisible Unified Communications Clear the Way for World-Class Client Service at Leading Law Firm

A leading global law firm that measures user experience with a “Technology Invisibility Score” faced fragmented legacy voice systems across its 14 offices, inconsistent device handoffs, and call quality that didn’t meet its client-service standards. The CIO prioritized a single, easy-to-use unified communications platform to eliminate complexity and ensure attorneys never have to think about technology.

The firm deployed Avaya Equinox with 9600 Series IP phones, Avaya Aura and Session Border Controllers, integrated via SIP with Skype for Business, delivering HD “next‑door” voice quality, one‑touch calling and seamless office-to-mobile/home transitions. Rolled out globally, the solution simplified IT management, enabled faster collaboration on deals, improved consistency for users and reduced costs by about 25%.