UC & Contact Centre for Community-Focused Legal Provider 

The Challenge

A nationally operating, independent legal service supporting vulnerable individuals approached Arrow to help address serious gaps in its communications infrastructure.

The organisation has seen significant growth over time, supporting a multidisciplinary team of professionals including legal, counselling, financial, and community engagement specialists, spread across multiple states and territories.

However, its existing communications platform was falling short:

• Ongoing call quality issues hindered client conversations.
• The interface was overly complex and difficult to manage.
• A reliance on overseas-based support caused significant delays when issues arose.
• Missing functionality made it harder to support both staff and clients effectively.

With sensitive work that depends on timely, clear communication, the organisation needed a solution that was secure, reliable, and simple for its distributed team to use.

The Solution

Arrow began with a comprehensive needs analysis and solution design, tailored to the organisation’s existing Microsoft Teams environment and long-term service delivery goals. The selected platform needed to integrate seamlessly with existing workflows, support a distributed workforce, and be backed by responsive, local support.

We implemented a powerful 8×8 solution, fully integrated with Microsoft Teams, offering a unified experience across voice, video, messaging, and contact centre.

Key components of the solution included:

• 8×8 Work Unified Communications: A scalable, Teams-integrated UCaaS platform.
• 8×8 Engage Contact Centre: Empowering staff to manage client interactions across multiple channels.
• Microsoft Active Directory & SSO Integration: Simplifying access and security.
• Expert Project Management & Training: Supporting a smooth, confident rollout.
• Australian-Based Support: Responsive, local help when it matters most.

The Outcomes:

The organisation now benefits from a stable, user-friendly communications system that supports staff and clients across Australia. The platform’s integration with Microsoft Teams meant minimal change management for users, and its intuitive interface was quickly adopted across the business.

Key benefits include:

• Improved Call Quality & Reliability: Supporting clearer conversations and better service delivery.
• Simplified Management: A unified platform reduces administrative overhead.
• Enhanced Team Oversight: Supervisors now have access to advanced analytics and real-time visibility.
• Predictable Costs: With a Turn Key agreement, the organisation enjoys a fixed monthly cost and reduced financial uncertainty.
• Ongoing Support: A dedicated Arrow Technical Account Manager and 24/7 Australian help desk provide peace of mind.

Procurement Specialists

Arrow Voice & Data is your trusted partner for business-critical technology and communications. As procurement specialists, we take care of the technology, purchasing, warranty, and support—so you can stay focused on your mission.
With Arrow’s fully managed services, you can rely on secure, fit-for-purpose solutions that scale with your organisation and ensure you’re always supported.