At a Glance: Situation: • High emergency call volumes required a reliable Emergency Operations Centre that would improve communication and response times • New solution needed to integrate with insurance companies’ CRM and custom .NET applications to enable agents to quickly get qualifying information on customers • Being able to determine the availability of medical personnel regardless of their location or device and seamlessly reach out to them was critical Solution: • MiContact Centre with Call Flow Designer and Dynamics 365 CRM integration via Open Integration Gateway (OIG) • MiCollab • Mitel Call Recording Suite Results: • Dramatic improvements with customer reach through optimised call routing and Interactive Voice Response (IVR) • Easy access to recordings and qualifying

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