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. However, it had one critical drawback: it lacked ACD functionality. An ACD system is used to validate callers, provide basic call routing to the first available agent, deliver skills based routing, forward calls to the right party, allow callers to record messages, gather usage statistics and balance the use of phone lines.

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East Midlands Ambulance Service makes every second count with mitel

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.