To support its 150 contact center agents in New Zealand and 15 in Sydney, who alternate between three shift patterns to provide 24/7 coverage, First Assistance's partner on this project, HiTech Solutions, handpicked Mitel’s MiContact Centre with Call Flow Designer and Dynamics 365 CRM Integration, a hybrid on-site and private cloud solution. In addition, the company selected Mitel’s call recording suite and robust collaboration application, MiCollab. Deployment took less than four weeks.
“These solutions gave us rich presence information about the customer and let the agents get the information they need from the insurer. We use Mitel's call recording suite, and by having the recordings at our fingertips, we can access the recordings from the Dynamics 365 CRM incident management system. Getting the API integration with our core systems was key; the Mitel platform made it easy to do that."
- Scott Armit, Head of Digital at First Assistance
Connect Group needed to consolidate multiple outdated telephony systems and contact centers for its 80 locations. The Mitel solution was just what they needed to dramatically reduce costs while improving customer service, collaboration and operational efficiency.Read More
Across Health Home Care provides in-home nursing for children in the Dallas/Fort Worth area. To better serve its patients and their families, Across Health Home Care needed to find a way to communicate and collaborate more efficiently with a remote nursing staff.Read More
Cape Medical Supply provides sleep therapy and orthopedic bracing products and services to patients in need. When it needed a better way to communicate with its customers, Cape Medical Supply turned to Mitel for its hosted VoIP solution.Read More