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Denis
Denis (Pty) Ltd. Chooses Distributed Mitel IP Contact Center Solution
Customer Needs
- To source an Interactive Voice Response (IVR) application to manage the vast number of calls Denis was receiving from dentists wanting to retrieve standard information; these calls were placing huge pressure on their contact center agents and they needed to alleviate this traffic
- Improved customer services
- Least Cost Routing (LCR) on outgoing calls
- Savings on incoming toll-free traffic
Solution Components
- Mitel 3300 IP Communications Platform (ICP) with embedded Automatic Call Distribution (ACD) and voice mail functionality
- Mitel Customer Interaction Solution
- Mitel 5200 IP Phones and conference units
- Mitel Enterprise Manager
Results
- Voice over Internet Protocol (VoIP) redundancy across its newly established multi-site platform
- Performance levels were benchmarked and then exceeded, while also being accurately measured and verified
- Performing more transactions and fulfilling higher level quality requirements
- Network resilience ensured continued operation during power outages
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Quote
"The support and guidance we have received in making the final decision has proven to be invaluable as it has allowed Dental Information Systems (Denis) to make quantum leaps in terms of its near instantaneous migration from a mediocre type contact center to a multi-site class leading facility."
David Carolus,
General Manager, Denis