Case Study: Center for Orthopaedics & Sports Medicine achieves seamless remote operations and improved patient access with Mitel MiCloud Connect

Center for Orthopaedics & Sports Medicine - Customer Case Study

The Center for Sports Medicine and Orthopaedics, a Tennessee-based medical practice with nine locations, had outgrown its end-of-life Cisco phone system. The legacy platform was difficult to administer, produced limited analytics, and lacked capacity for growth and remote workflows — issues that became urgent when COVID-19 forced administrative staff to work from home.

With IT partner InfoSystems, the center implemented Mitel MiCloud Connect and completed a smooth remote cutover with no downtime. The platform’s mobility and robust contact-center reporting improved queue management, reduced wait times, optimized scheduling, boosted employee satisfaction, enabled permanent remote administration (allowing one office to close), and handled peak call volumes of up to 3,000 calls.

Center for Orthopaedics & Sports Medicine

Becky Farmer

Chief Executive Officer