Interview: Freshfields CIO Jon Grainger talks technology in the legal industry
The convergence of technology and law is something that excites Jon Grainger, CIO of global legal industry heavyweight Freshfields Bruckhaus Deringer.
A 275-year-old company which has witnessed first-hand the world’s most significant inventions, from electricity to the first computer, Freshfields has had to move with the times in order to survive, and Grainger is in charge of the next wave of innovation.
“This convergence still has a long way to run,” he says, speaking from the seventh floor of the firm’s brand-new offices in Manchester in an exclusive interview for Gigabit magazine.
“I wouldn't say we're at a ubiquitous state with technology and law, nowhere near it, but certainly the relationship between law and technology has changed quite markedly. That's something that I saw as a very attractive attribute, as a technologist, to follow.”
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Grainger’s major task is to ensure Freshfields’ IT team delivers a frictionless user experience, be it for clients, its partner network or other business service personnel within the company.
In terms of the technological setup, around half of the company’s technology-focussed staff are based in Manchester, with regional tech hubs in London, New York, Hong Kong, Berlin and Frankfurt. These centres service 27 Freshfields offices around the world.
So, what is Grainger’s approach to innovation and technology now he is working in the legal space, an industry he is relatively new to having joined Freshfields in February 2017?
“think the key point, when you look at the industry we're in, is there are a lot of technologies that get mentioned again and again,” he says.
“Machine learning and data analytics, for example. I think in themselves those are very important problems to solve, and we have some amazing capability within our teams who are working on those very problems.
“However, I think the other element is for the industry to work out how it delivers these technologies. You can be first to market with a piece of technology – the trick is staying in that position.”
Grainger goes on to describe how he and Freshfields are indeed maintaining a position as legal industry innovator leader, chiefly through its tool chain, the company’s answer to the ‘buy versus build’ conundrum.
A product Freshfields can call its own, it is the result of crucial collaboration with key partner companies, from WM Promus and Blackberry to SnapLogic and Business Data Quality Limited.
To find out more about Grainger’s approach to innovation at Freshfields, and how partners are playing a key role, catch the upcoming June edition of Gigabit magazine.
Five9: the cloud software industry leaders acquired by Zoom
Five9 is the leading provider of cloud contact centre software. Driven by a passion for transforming contact centres into customer engagement centres of excellence, Five9 have a deep understanding of the cost and complexity of running a contact centre.
Founded in 2001, Five9 help contact centres of every size create powerful connections.
The company has over 20 years of cloud contact centre experience, reaches over 2,000 customers worldwide, and annually reaches over 7 billion customer interactions.
Built on a highly reliable, secure and scalable cloud platform, Five9 makes it easy to rapidly trial and deploy new services. Its software also future proofs businesses by supporting AI and other emerging technologies.
Utilising cloud capabilities for improved customer experience
Offering software that creates more successful customer interactions, Five9’s cloud contact centre software increases contact centre productivity. This is without the capital expense and maintenance costs of premise-based systems.
Built on flexible architecture that adapts to a company’s changing needs, Five9 customers benefit from a secure, reliable and scalable contact centre.
Five9’s cloud contact centre platform also gives customers access to an extensive ecosystem of partners. Its platform can be enhanced with leading customer relationship management, analytics, workforce management, performance management solutions and telephony providers.
By utilising cloud technology, Five9 customers have access to the latest capabilities through no-touch, non-disruptive real-time upgrades.
Five9’s recognition for industry-leading software
As a leading cloud contact centre software provider, Five9 has been recognised by leading industry publications and organisations for its success and innovative solutions.
For the fourth consecutive year, Five9 has ranked as a global leader for The Aragon Research Globe for Intelligent Contact Centres 2021.
Five9 was also one of only three providers to earn the MetriStar Top Provider award when evaluated as part of Metrigy’s global 2021-2022 Workforce Optimisation and Engagement research study.
Five9: Zoom’s first major acquisition
Zoom Video Communications has agreed to buy Five9 for about $14.7bn, marking the company’s first major acquisition.
This deal with Five9 will help expand the company’s Zoom Phone offering.
“I believe the combination of Zoom and Five9 will be a game-changer. Joining forces will create a transformative opportunity for two strong companies with complementary capabilities and shared values,” said Five9’s CEO, Rowan Trollope.
With Zoom’s reach and brand, the acquisition will help Five9 propel forward and help the company deliver on its goal of significant international expansion