Case Study: East Midlands Ambulance Service achieves scalable, resilient contact centre and improved patient care with Daisy Group

Scalable Infrastructure to Meet Future Demand

East Midlands Ambulance Service (EMAS) is a 2,700‑person emergency and patient transport provider serving 4.8 million residents across 6,425 square miles from two control rooms in Nottingham and Lincoln, responding to more than 616,000 emergency and urgent calls annually. Facing life‑critical requirements for a highly resilient, standardised telephony platform that could scale, meet a 25‑year records‑retention compliance requirement and be migrated with minimal disruption, EMAS engaged Daisy to deliver the upgrade (including Mitel’s Redbox Call Recording solution).

Daisy implemented a multi‑layered voice and infrastructure resilience solution across Nottingham and Lincoln, standardised the estate, deployed Mitel Redbox for compliant call recording, and introduced quality monitoring and audio analytics. The upgrade provided a future‑proof contact‑centre foundation, reduced administrative burden, enabled wider systems integration, improved agent experience and patient responsiveness, and delivered measurable operational efficiencies for EMAS — all delivered by Daisy.

East Midlands Ambulance Service