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East Midlands Ambulance Service

EMAS accident and emergency crews respond to 500,000 emergency calls every year, while patient transport staff and volunteer ambulance drivers provide care and transportation for 5,000 people each day. EMAS was using an old command and control communications system to manage emergency services that lacked necessary functionality.
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After a thorough needs analysis with EMAS, it was determined that the deployment of a MiVoice Business with ACD functionality, complemented by the MiContact Center Management Suite along with Cybertech (Activa) Call Recording would best fit the Services’ requirements. Before going live EMAS conducted an extensive soak testing.

    Goals
    • A Contact Centre Solution with ACD functionality 
    • A communications platform that is 100% reliable, resilient and safe 
    • A communications solution to add on future applications to grow with the organisation when required. 
    Results
    • EMAS achieved a 20% performance gain through being able to handle 20% more calls at the same pick-up speed with the same number of people 
    • Increased staff familiarity with the Mitel system has contributed to that average answer time dropping below 5 seconds 
    • EMAS is in the progress of developing their requirements for integration between the MiVoice Business and applications such as radio and patient record systems. 

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Lösningar
Region Uppsala

När Region Uppsala upphandlade ett nytt avtal för kommunikation som tjänst handlade det både om att förenkla och att effektivisera den befintliga växelinfrastrukturen samt att förbereda för morgondagens vård och omsorg.

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Community Physicians Group

Community Physicians Group had an expensive, under-performing communications system that kept dropping calls. They decided to upgrade to a modern solution that was feature-rich, affordable and scalable to allow for future expansion.

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Kundframgångar
Turku University Hospital

Mitel’s Unified communication solutions have helped Turku University Hospital speed up the flow of information and improve customer service.

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