DAS Rechtsbijstand is a leading legal services provider in the Netherlands, specialising in legal assistance and insurance for both individuals and businesses. Founded in 1963, the company’s mission is to make legal help accessible and affordable. DAS offers a wide range of services, including legal advice, litigation, and mediation in areas such as employment, property, and consumer rights.
With 134,000 legal cases handled in 2023, 150 concurrent contact center agents, and 800 legal advisors, DAS required a modern, integrated solution to replace its legacy Avaya platform and support its broader digital transformation. A key requirement was to implement an omnichannel platform that could handle both real-time and asynchronous communication, while integrating seamlessly with back-office systems.
BrightContact successfully partnered with DAS Rechtsbijstand to replace their on-premises Avaya-based contact center and telephony platform with a future-proof omnichannel solution. The project delivered NICE CXone for both telephony and digital channels, integrated with Microsoft Teams for back-office telephony, enabling DAS to introduce chat and asynchronous messaging (including WhatsApp) alongside voice capabilities for its legal advisors.
BrightContact implemented NICE CXone as the central platform for DAS’s contact center operations, delivering full telephony and omnichannel capabilities, including chat and WhatsApp messaging. The integration with Microsoft Teams enabled efficient collaboration between the contact center and back-office legal advisors. As a result, DAS enhanced its ability to serve clients through multiple channels, improved operational flexibility, and positioned itself for continued digital innovation in the legal services market.
