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Connect Group needed to consolidate multiple outdated telephony systems and contact centers for its 80 locations.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
Substantial business growth required Transportation America to upgrade to a more scalable, robust communications system. They turned to CT Solutions and Mitel for a solution that enabled the business to update its processes, increase its call volume to service more customers and build room to grow.Read More
Welch Dental needed a way to handle, track and verify a high call volume and improve customer service.