La Citadelle worked with Mitel to unite five different locations in a single virtual team to handle all client communications. All incoming contact is routed using interactive voice response (IVR) to ensure patients are connected to the right department on the first try. If no employees are available, patients have the option to request a call-back by providing their preferred contact number. Despite incoming calls increasing by 30 percent in the past four years (reaching over 700,000 calls per year!), La Citadelle has improved performance to handle the traffic volumes while maintaining the same number of agents.
“Mitel developed a user-friendly solution that makes call handling and appointments more transparent. It’s crucial to reduce as much as possible the threshold of access to medical care. In this perspective, Mitel’s technology helps us,” said Nathalie Duliba, Supervision Manager.
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.
MedQuist was growing, and they need a cost-effective communications system that grew along with them.
For a more reliable, secure way to communicate, TCCSC turned to Mitel.Read More