East Midlands Ambulance Service

EMAS accident and emergency crews respond to 500,000 emergency calls every year, while patient transport staff and volunteer ambulance drivers provide care and transportation for 5,000 people each day. EMAS was using an old command and control communications system to manage emergency services that lacked necessary functionality.

DOWNLOAD NOW

After a thorough needs analysis with EMAS, it was determined that the deployment of a MiVoice Business with ACD functionality, complemented by the MiContact Center Management Suite along with Cybertech (Activa) Call Recording would best fit the Services’ requirements. Before going live EMAS conducted an extensive soak testing.

Goals

A Contact Centre Solution with ACD functionality
A communications platform that is 100% reliable, resilient and safe
A communications solution to add on future applications to grow with the organisation when required.

Results

EMAS achieved a 20% performance gain through being able to handle 20% more calls at the same pick-up speed with the same number of people
Increased staff familiarity with the Mitel system has contributed to that average answer time dropping below 5 seconds
EMAS is in the progress of developing their requirements for integration between the MiVoice Business and applications such as radio and patient record systems.

Products

MiVoice Business

Contact Center

Find The Perfect Solution for Your Business

Solutions

Similar Success Stories

First Assistance

First Assistance was searching for a reliable communications solution that would enable its contact center agents to help customers faster and more effectively, and the Mitel solutions handpicked by channel partner HiTech Solutions were the perfect fit.

Amstelland Hospital

When Amstelland Hospital in Amstelveen started looking for a replacement for its telephone switchboard, one of the most important requirements was optimum accessibility via portable handsets.

Capstone Pediatrics

Mitel hosted VoIP system and Enterprise Contact Center solutions help Capstone Pediatrics improve patient satisfaction and encourage regular office visits.

Ready to talk to sales? Contact us.

(844) 319-5912 Email Us

Solutions

Support

Learn

Search

Select your Language

Americas

Europe

Oceania