Knowledge Hub: Results

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The rise of UCaaS: moving communication to the cloud

Ian Bevington

The UCaaS market is growing. Recent research published in the MarketsandMarkets comprehensive 2013-2018 UCaaS report indicates that 2014 represents the beginning of the technology’s wide-spread adoption. By 2018, revenue is expected to more than double from its current $2.52 billion to $7.62 billion.

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City of York Case Study

In 2004 the City of York Council looked into how the council’s voice and data networks could be managed more efficiently. It quickly became apparent that by using a more suitable communications network, City of York Council could improve its use of resources and cut on-going costs in the process.

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Enfield Case Study

Until now, a lot of calls, particularly those that are passed by the switchboard operators to service departments, were not being answered, let alone having the caller’s enquiry dealt with. But that has all changed thanks to a new Mitel call centre based on the Mitel Networks 3300 Integrated Communications Platform (ICP) and the Mitel Networks 6100 Contact Centre Management (CCM).

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MedQuist Case Study

Founded in 1970, it’s based in Mt. Laurel, New Jersey, with two other large offices in Georgia. The company employs more than 8,000 medical transcriptionists (MTs), all of whom work from home, as well as 3,000 corporate employees nationwide. In the clinical documentation workflow, they provide—in addition to medical transcription technology and services—digital dictation, speech recognition, electronic signature, and medical coding technology and services.

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Denis Case Study

Being South Africa’s leading Dental Medical Aid Administrator has proved not only challenging, but rewarding for Dental Information Systems (Denis). The company’s phenomenal growth over the past few months resulted in the need to source an Interactive Voice Response (IVR) application to manage the vast number of calls the company was receiving from dentists who wanted to retrieve standard information. These calls were placing huge pressure on their contact center agents and they needed to alleviate this traffic.

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Premier Diagnostic Case Study

As the only full-service outpatient medical imaging center between Nashville and Knoxville, Premier Diagnostic Imaging has made technology leadership a cornerstone of its success. Bob Gunter, Premier’s executive director, explains: “Leading-edge technology sets us apart from other centers, because we can offer a smoother, faster experience for the patient, as well as better tools for physicians and staff to do their jobs quicker and more efficiently.”