Integrated Business Communications and Contact Center Solution Reduces Communications Costs While Empowering Seamless Customer Service Between the Three Hospitals
GUYANCOURT, France, Dec. 17, 2013 (GLOBE NEWSWIRE) — The Metz Private Hospitals Association (HPMetz – Hôpitaux Privés de Metz) has selected Mitel® (Nasdaq:MITL) (TSX:MNW) to set up a centralized communications network for its new Robert Schuman Hospital. Mitel’s IP-based solution, deployed by systems integrator Atelio, is designed to lower costs and improve communications between multiple Metz Private Hospital locations (Belle-Isle, Sainte Blandine and Robert Schuman). By centralizing and streamlining communications between these three centers, the new communication infrastructure enables responsive customer service with enhanced patient and visitor assistance.
“We wanted to create a single communications network so that our three campuses can communicate as one location, with the same functionality and telephone system. It helps us to overcome the challenges of being a multi-site organization,” explains Marc Jung, Technical Director for Metz Private Hospitals.
The administrative functions of the three hospitals are bridged through a VoIP network based on the Mitel MiVoice Business solution and covers 450 users equipped with Mitel MiVoice business phones. The architecture is designed to reduce communication and maintenance costs by approximately 20 percent.
A single switchboard with a shared appointment desk was set up for all three hospitals, allowing them to pool their resources together in one place. A central contact center was implemented, currently supporting 16 agents to handle the hundreds of calls the hospitals receive each day. Built on Mitel MiContactCenter, the solution meets the high demand for private healthcare facility services and provides the high-touch customer service patients require.
“Service is very important to us, and it starts with how we handle patient phone calls. Mitel’s solutions let us estimate call loads in real time and by using statistical information, in order to evaluate the level of service delivered to the public, which we couldn’t do before. Not only can we be more responsive, but we can now anticipate peak periods and mobilize the appropriate personnel,” adds Jung.
Systems integrator Atelio capitalized on Mitel’s open architecture and integrated information system to interconnect the communications platform with the other applications in the hospital’s existing ecosystem, including Wi-Fi access for patients, hospital management, and television services.
“We were very drawn to the flexibility and endless possibilities that Mitel’s open solution offers. We can now centrally manage all patient services from a single interface. The guidance from our integrator, Atelio, throughout the project helped us meet our quality objectives within the target architecture,” Jung concludes.
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