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
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