San Jose, CA – December 7, 2009 – AltiGen Communications, Inc. (NASDAQ: ATGN), the leading provider of integrated Microsoft-based Unified Communications solutions, announced today that Firefly Legal Inc. has now deployed AltiGen’s software-based Voice-over-IP solution in 16 cities across the U.S.
Firefly offers associate legal services to attorneys nationwide. From process serving to court filing, expedited courier services to skip tracing and searches, Firefly has earned a reputation for reliable personal services and results delivered efficiently with integrity every time. For Firefly, being a leader in their industry means being the best possible support system for their clients. Headquartered in Mokena, Illinois, Firefly has remained a leader through partnership, growing rapidly from two offices to 16 locations in just over five years.
“AltiGen’s solution is easy to implement, easy to expand and very agile when you want to make changes,” said Firefly’s CIO Cliff Dillman. “When we replaced a Nortel system with AltiGen at our headquarters five and a half years ago, AltiGen’s local dealer Inacomp involved our IT team in the installation. In the new offices we have opened since, we simply call them to stage and ship a MaxCommunications Server (MaxCS) system directly to the new location. Our IT team then installs and manages the system, allowing us to save significantly on our communication costs. AltiGen’s Enterprise Manager lets us automatically make extension and system changes to all 16 systems from a single application.”
In addition to rapid deployment, AltiGen’s software-based solution has provided the company with tools to ensure optimum client support. Incoming calls are centrally routed to a dedicated client support center utilizing AlitGen’s call center applications.
“We received a huge positive response when we implemented AltiGen,” said Firefly Director of Customer Service Michelle Villa. “We are using all of the call center tools to monitor, coach and route calls effectively. Instead of a client waiting a few minutes for someone to answer at a local office, our team is consistently able to answer on the first ring. We are able to effectively process a large number of calls while freeing the local office from answering the phone. AlitGen’s call reporting application also allows us to track and measure every client call.”
-Rapidly deploy new offices
-Easily manage changes and reduce costs
-Integrate call routing across 16 locations using AltiGen’s Voice-over-IP capability
-Provide superior support by centralizing calls and utilizing AltiGen call center tools
“In the future, Firefly Legal plans to implement AltiGen’s ’skills based routing’ capability,” said AltiGen Vice President of Sales Mike Plumer. “Client calls will automatically route to the agent best able to answer their question. It’s great to see a growing company like Firefly Legal that’s added hundreds of extensions utilizing our technology to improve operations.”