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.
HIPAA compliant communications platform adheres to strict regulations for healthcare communications suite.Read More
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