Sonorad offers better patient care with Mitel Customer Interaction Solution

April 02, 2008

Sonorad offers better patient care with Mitel Customer Interaction Solution

“When it comes to health problems, every call received at our centers must be treated as if it were the most important one,” said Maria Ines Reyna Marinovich, general manager, Sonorad. “We are now able to provide a timely and efficient service to all of our patients wherever they may be.”

Switch Comunicaciones, a Mitel solutions integrator and leading Chilean company specializing in the integration and implementation of converged solutions, worked closely with Sonorad to deliver the contact center that best met its critical requirements.

“The contact center we installed for Sonorad is an integral solution that adds value to patient care service, which is key to attract and maintain patients,” said Heriberto Covarrubias, general manager, Switch Comunicaciones. “It also makes an important contribution to maximizing the capacity needed to manage resources and human capital, which are also very valued in any company.”

The Sonorad deployment included key components of the Mitel Customer Interaction Solution portfolio in order to meet its unique needs:

  • Mitel Automatic Call Distribution (ACD) software, an integrated component of the Mitel 3300 IP Communications Platform (ICP) that ensures customers are treated equitably and calls are routed efficiently;
  • Mitel Contact Center Management Enterprise Edition, a web-based, multi-site contact center management solution that provides advanced capabilities for historical reporting, real-time monitoring, and forecasting for all agents and supervisors, regardless of where they are geographically located, using all manner of communications media: voice, email, web chat and fax;
  • Mitel Interactive Contact Center Enterprise Edition allows dynamic control agents and queues, scheduled and on-the-fly;
  • Mitel Interactive Visual Queue is an add-on application to Mitel Interactive Contact Center Enterprise Edition that provides call prioritization, allowing contact center supervisors and authorized agents to view calls within queues, dynamically control the status of ACD calls in queue, and change the answer point / priority of calls on demand.

“We have been able to dramatically increase our internal efficiency, centralize our telephony systems, and maximize the capacity of our services,” said Marinovich.

By unifying its previously separate call centers into one, the deployment of a Mitel contact center solution has helped Sonorad reduce waiting times and eliminate the potential that calls will be missed. But perhaps most important of all; the process of requesting a doctor’s appointment, finding out about the cost of the service, or asking for the requirements or results for any kind of medical exam, now only takes minutes.

“A robust, scalable, and highly reliable solution that provides always-on access to lifeline services provided to Sonorad is a significant responsibility,” said Jose Lazo, regional sales manager for Mitel. “Mitel’s IP customer interaction contact center solution helps Sonorad to improve customer service.”

About Mitel

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