One Call, One System: A Provincial Healthcare Agency Unifies 14 Regions on Mitel

• 14 regional telephony environments unified into one platform
• 9,700 users onboarded, including 2,800 contact center agents
• 9 months from mobilization to completion
• 30% projected run-rate savings over a three- to five-year horizon
• 99.99% system availability target, backed by geo-redundant failover

The agency's 14 regions each ran their own phone system: a mix of cloud platforms, on-premises Mitel deployments, and at least one Avaya environment, accumulated over years of independent regional decisions rather than a single architecture. Each region carried its own vendor contract, its own technical stack, and its own failure mode.

That fragmentation created real operational costs: 

• Technical support stayed siloed by region, so expertise built in one office had no way to reach another. 
• Aging equipment drove up maintenance effort and expense year over year. 
• And because each system operated on its own, a single regional outage could take an entire patient population offline before anyone outside that region noticed.

The agency needed to consolidate. But consolidation had to happen without disrupting the services thousands of patients depend on every day.

Following a comprehensive procurement process, the agency selected Sunco, a national systems integrator, to lead the transformation on a Mitel private cloud subscription platform.

Three requirements shaped the architecture:

• Continuity and control. Geo-redundant failover between data centers means the platform keeps running even when one location experiences issues. Calls stay connected and patient access stays intact.
• Data residency and compliance. Patient communications and data remain within Canada, meeting PIPEDA requirements and provincial health privacy standards. SOC 3-compliant infrastructure gives regulators the controls they expect to see.
• Operational flexibility. The agency sets its own schedule for testing, validation, and upgrades. Patient-critical periods stay untouched by outside release calendars, and the subscription model converts infrastructure from capital expense to predictable operating expense.

With all 14 regions on one platform, the agency now runs:

• Unified contact center routing. The 2,800 agents handling patient intake and care coordination work from a single platform with context preserved across handoffs, replacing a process that once required manual information transfer between separate regional systems at every step.
• Enterprise-level features, including AI-enabled intelligent call triage, deployed province-wide rather than region by region.
• Consolidated vendor management, replacing 14 separate regional contracts with one relationship.
• Enterprise e-fax service across every location.
• Mitel Performance Analytics and Mean Opinion Score diagnostics, giving the agency visibility into call quality and system health that the fragmented environment never supported.
• A customer portal and automated Power BI dashboards for ticket intake, status tracking, and auditable monthly reporting.
• A consistent experience for every worker, whether at a desk or moving between patient appointments.

The agency projects run-rate savings of approximately 30% over a three- to five-year horizon, alongside a platform built to add capacity and capability as regional needs evolve.