Product hero

HealthEast

Until recently, HealthEast was saddled with an outdated contact center solution that wasn’t performing properly, and there were challenges with its design and feature/ functionality. In addition, the organization wanted to be better able to access data from its Electronic Health Record (EHR) system, Epic. Historically data stored in EHRs is difficult to read/write to via third-party applications. This is especially the case for contact center and channel applications. This is not the case for HealthEast.

According to Lou Gallagher, Senior Director of Engineering and Architecture at HealthEast, “Our purchase of the Mitel contact center software was part of a larger strategy around solution delivery to our internal and external customers. Our strategy is to purchase solutions that will let us build an ecosystem for our internal and external customers for accessing data and using a variety of communication channels.” 
 
He added, “We’re building a services oriented architecture that utilizes services and partners, which will allow us to deliver cost effective, high value services to customers, both internal and external.” 
 
HealthEast is taking the role of delivering the last mile to consumers through Mulesoft’s Enterprise Service Bus (ESB) and integrating its EHR health management database. 

    Goals
    • Complex healthcare system spanning four hospitals, one long-term and three short-term acute centers, plus 14 clinics and specialty clinics 
    • Outdated Avaya contact center solution not meeting its needs 
    • Needed to access data from Epic via contact center and channel applications 
    Results
    • A 20 percent increase in agent productivity based on new design and technology 
    • A 6 percent decrease in Abandon Rates 
    • 39 percent to 86 percent increase in SLA’s 

Find The Perfect Solution for Your Business

Similar Success Stories
Case Study
Cape Medical Supply

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
Case Study
Tessie Cleveland Community Services Corporation TCCSC

For a more reliable, secure way to communicate, TCCSC turned to Mitel.

Read More
Case Study
Nottinghamshire Health Informatics Service

NHIS worked with Mitel to provide reliable communications their 13,000 users could count on.

Read More
Ready to talk to sales? Contact us.