Contact Center Software Replacment Leads to 39% to 86% increase in SLAs

Business Challenge

HealthEast was saddled with an outdated contact center solution that wasn’t performing properly. In addition, the organization wanted to better access data from its Electronic Health Record (EHR) system, Epic.

Solution

Mitel contact center software replaced the outdated Avaya solution, amplifying service delivery to customers. With more advanced communications capabilities in place, HealthEast was able to build an ecosystem for internal and external customers to access data from Epic via the contact center and channel applications.

Impact

  • 20% increase in agent productivity based on new design and technology
  • 6% decrease in abandon rates
  • 39% to 86% increase in SLAs