EarthLink Hosted Contact Center Solution Enables ‘Joining Forces’ Project to Help Veterans Understand and Preserve Their Civil Legal Rights
ATLANTA, June 08, 2016 (GLOBE NEWSWIRE) — EarthLink (EarthLink Holdings Corp.) (ELNK), a leading network services provider dedicated to delivering great customer experiences, today announced long-time customer Maryland Legal Aid’s rapid deployment of EarthLink’s Hosted Contact Center solution to provide enhanced legal advice to local veterans. The cloud-based solution helps drive Maryland Legal Aid’s “Joining Forces Project,” which takes calls from veterans from all branches of the military and provides them with civil legal advice, and if needed, extended representation, free of charge.
The Baltimore-based non-profit legal services organization has been an EarthLink customer for six years, relying on EarthLink for voice and data communications for 300 staffers, connecting 12 offices and three District Court Self-Help Resource Centers with an expanding number of affiliated attorneys and over 99,000 low-income clients statewide. So when Maryland Legal Aid sought to upgrade its contact center to support the launch of the new veterans’ hotline service, it did not need to search very far.
“Veterans face the same legal issues as anyone – healthcare, housing, elder care, family law, child custody, social security, unemployment, domestic violence – as well as a range of unique challenges,” said Ashley Fails, Maryland Legal Aid’s Director of Communications. “We are here to support all who can’t afford or access an attorney; to be their voice. EarthLink has been a great partner to help us in that regard.”
EarthLink Hosted Contact Center provides features Maryland Legal Aid needs to effectively serve all of its client callers, including complex call routing, automated call back, and call recording, which is essential for legal calls. Its cloud-based architecture makes it easy to install and add users as needs grow. The system also provides advanced reporting and analytics to help track and improve customer service. “Like many non-profits, Maryland Legal Aid is very outcome-based, that’s how they get funding,” said EarthLink Account Manager Hunter Pieklik. “As their partner, we’re always looking for novel ways to help improve that outcome. Hosted Contact Center is a great example, delivering features and flexibility they didn’t have before.”
Maryland veterans can call the Joining Forces hotline at 443.863.4040 or learn more at MDLab.org.
EarthLink (EarthLink Holdings Corp.) (ELNK) is a leading network services provider dedicated to delivering great customer experiences in a cloud connected world. We help thousands of multi-location businesses securely establish critical connections in the cloud. Our solutions for cloud andhybrid networking, security and compliance, and unified communications provide the cost-effective performance and agility to serve customers anytime, anywhere, via any channel, or any device. We operate a nationwide network spanning 29,000+ fiber route miles, with 90 metro fiber rings and secure data centers that provide ubiquitous data and voice IP coverage. To learn why thousands of specialty retailers, restaurants, franchisors, financial institutions, healthcare providers, professional service firms, local governments, residential consumers and other carriers choose to connect with us, visit us at www.earthlink.com, @earthlink, on LinkedIn and Google+.
About Maryland Legal Aid
Maryland Legal Aid is a private, non-profit law firm that provides free, civil legal services to low-income people in Baltimore City and Maryland’s 23 counties from 12 offices and three District Court Self-Help Resource Centers. The firm handles cases involving a wide range of issues, including family, housing, government benefits, healthcare, education, employment, and consumer law. Maryland Legal Aid also represents children in CINA (Child in Need of Assistance) proceedings in 12 Maryland jurisdictions. Other vulnerable populations, such as homeowners facing foreclosure, migrant and seasonal farm workers, nursing home and assisted living residents, and veterans seeking benefits and assistance with related legal issues also receive representation through special projects. Maryland Legal Aid also assists with expunging criminal records to remove barriers to obtaining housing, employment, and child custody. Website: www.mdlab.org
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