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Until recently, HealthEast was saddled with an outdated contact center solution that wasn’t performing properly, and there were challenges with its design and feature/ functionality.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    • Outdated Avaya contact center solution not meeting its needs 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 

Hitta den perfekta lösningen för ditt företag

Örebro Läns Landsting

När du ringer sjukhuset är ärendet oftast angeläget och sällan roligt. Ett snabbt svar, ett vänligt bemötande och korrekt information är därför ännu viktigare än inom andra områden – ibland gäller det till och med livet. I vårdsektorn är historierna många om tidsbrist, underbemanning, ökande arbetsbelastning och till följd av detta ett bemötande av patienter och anhöriga som lämnar mycket övrigt att önska. Men det finns också lysande undantag.

Läs mer
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.

Läs mer
Amstelland Hospital

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.

Läs mer
Ready to talk to sales? Contact us.