Case Study: Transportation America achieves scalable, reliable high-volume call handling and lower costs with Mitel

As Transportation America grows, its phone system stays up to speed

Transportation America is a family-owned transportation provider based in Miami-Dade County that handles paratransit, ambulance and shuttle services for public and private clients, including a Miami-Dade Airport shuttle contract. As the company expanded and added locations, its legacy phone system—about 85 non–call-center phones—couldn’t support a high-volume contact center that handles 18,000–22,000 calls daily (with 25% of calls during a two-hour peak) or meet required service-level obligations.

CT Solutions implemented the Mitel MiVoice Office platform and MiContact Center Office, building an 85-seat call center, consolidating multiple sites and enabling hybrid IP telephony so existing phones and wiring could be reused. The new system delivers real-time contact-center metrics, call recording, end-user control of adds/moves (reducing costs), high reliability under heavy load and room to scale—improving service levels, lowering operating costs and supporting future growth.

Transportation America

Nelson Rodriguez

Business Development Manager