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TELErhythmics

TELErhythmics staff manages 400-500 calls per day and has long seen the value of call recording as part of its operations. Unfortunately, the company’s previous call recording solution was outdated and underperformed in a number of key areas. Two of the primary issues were difficulty locating specific calls and limited storage duration.
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After consulting with the Med+Plus division of Business Computers of Memphis, TELErhythmics decided to replace its old system with Mitel’s MiVoice Call Recording and Quality Management software.

The solution is used as a training tool to demonstrate to staff members how they are expected to perform and give them real world examples. It’s also used in the event of patient disputes or complaints regarding quality of service.

“Having Mitel’s Quality Management solution has definitely saved us business,” said CEO Jan Callaway.

    Goals
    • Need for warm, calm demeanor 
    • Difficulty locating specific calls 
    • Limited call storage duration 
    • High need for accuracy 
    Results
    • Improved quality of service 
    • Simplified dispute resolution 
    • Greater patient retention 
    • Enhanced call search functionality 
    • Verifying patient agreements 
    • Clarifying interactions between staff and insurance companies 

Produkter


MiVoice Call Recording and Quality Management

MiContact Center Quality Management

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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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