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Greater Boston Legal Services: Gaining Self-Reliance and Multilingual Efficiency with Zoom UCaaS

Greater Boston Legal Services replaces third-party MSP bottlenecks with a self-administered Zoom UCaaS solution and Customer Engagement Pack, enabling multi-language routing across 5 languages and real-time operational control.

The Challenge

Greater Boston Legal Services faced multi-day delays for basic system updates due to total dependence on an external MSP, while needing to route complex inbound call traffic across five different languages without any real-time reporting visibility.

The Solution

CTPros designed, built, and deployed a Zoom UCaaS environment integrated with the Customer Engagement Pack, delivering custom multi-language call routing, real-time analytics, and hands-on training for total administrative self-reliance.

About Greater Boston Legal Services

Greater Boston Legal Services (GBLS) provides free civil legal aid to low-income families and individuals who cannot afford legal representation. Serving the community through its main office in Boston and a secondary location in Cambridge, GBLS offers crucial assistance across multiple legal service areas to ensure equal access to justice.

A Rigid System Bottlenecks Critical Legal Support Services

For an organization offering free civil legal assistance to vulnerable populations, fast and reliable communication is vital. However, GBLS found itself constrained by an operational setup that lacked flexibility and transparency. The organization had no ability to make routine phone system changes internally. Every administrative update required submitting a support ticket to their Managed Service Provider (MSP), resulting in multi-day delays for simple routing adjustments.

Compounding the issue was the complexity of their caller demographic. To serve their local community effectively, GBLS needed to handle inbound traffic across five languages: Spanish, Portuguese, Mandarin, Cantonese, and Creole. Without granular reporting or live queue monitoring capabilities, leadership had no easy way to evaluate call volumes or refine routing strategies. To better serve their clients, GBLS needed a cloud platform that would put them back in full control of their communications.

CTPros Builds a Self-Managed Zoom Platform with Advanced Reporting

GBLS partnered with CTPros to transition off their vendor-dependent model and onto Zoom UCaaS paired with the Zoom Customer Engagement Pack. Led by Lead VoIP Engineer Eric Collins and Advanced VoIP Engineer Trevor Robbins, CTPros executed an end-to-end deployment focused on building an intuitive system that the GBLS team could easily manage on their own going forward.

The CTPros engineering team constructed custom routing workflows tailored to GBLS’s multilingual needs, ensuring callers across all five supported languages were seamlessly directed to the appropriate legal aid teams. By integrating the Customer Engagement Pack, CTPros provided GBLS with live call queue visibility and structured statistical insights. To wrap up the deployment, CTPros conducted comprehensive training for GBLS staff, walking them through platform administration so they could make real-time updates without third-party assistance.

Greater Boston Legal Services Gains Full Administrative Independence

The migration to Zoom UCaaS transformed daily operations across GBLS. What started as a goal to regain control over basic phone settings turned into a full operational upgrade, giving GBLS the independence and visibility they needed to serve their community efficiently.

The outcomes the team has experienced since go-live:

  • Instant self-management access allows GBLS staff to make platform and routing adjustments in real time, eliminating third-party ticketing delays
  • Seamless multi-language call routing directs inbound callers in Spanish, Portuguese, Mandarin, Cantonese, and Creole straight to the correct personnel without frustration
  • Live queue monitoring and statistical reporting through the Customer Engagement Pack give leadership clear visibility into call volumes and performance metrics
  • End-to-end guidance and hands-on training from CTPros ensured GBLS gained complete confidence in managing the new cloud environment from day one

Supported by CTPros throughout rollout and go-live, GBLS achieved a frictionless transition that earned praise as one of their most successful technology implementations.

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