Case Study: HealthEast

By the Experts at Mitel
“We have control over how and when we communicate with internal and external customers that we never had before.”
 
- Lou Gallagher, Senior Director of Engineering and Architecture at HealthEast

 

HealthEast, one of the largest health care providers in Saint Paul, Minnesota, was struggling with an out-of-date contact center and communications solution.

SITUATION:

  • Complex healthcare system spanning four hospitals, one long-term and three short-term acute centers, plus 14 clinics and specialty clinics
  • Outdated Avaya contact center solution not meeting its needs
  • Needed to access data from Epic via contact center and channel applications

SOLUTION:

RESULTS:

  • A 20 percent increase in agent productivity based on new design and technology
  • A 6 percent decrease in Abandon Rates
  • 30 percent to 86 percent increase in SLAs

How did HealthEast achieve these results? Download the case study, written by Blair Pleasant of Unified Communications Strategies to find out.