At a Glance: Situation: • Needed a contact center solution with automatic call distribution functionality • Wanted to upgrade to a more reliable and resilient communications system • Solution had to be scalable to grow with the organization when required Solution: • MiVoice Business • MiContact Center Management Suite Results: • Achieved a 20% performance gain due to handling 20% more calls at the same pick-up speed with the same number of people through ACD functionality • Average answer time dropped below 5 seconds • New possibilities for integrations with applications, such as radio and patient record systems Summary East Midlands Ambulance Service (EMAS) was using an old command and control communications system to manage emergency services that lacked necessary functionali

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