Case Study: Aerial Capital Group achieves AUS $1.2M annual savings and major call‑handling improvements with Mitel MiContact Center Enterprise and MiVoice MX‑One

Communication infrastructure provider to Canberra’s largest fleet of taxis and hire cars

Aerial Capital Group, which provides the communication infrastructure for Canberra’s largest fleet of taxis and hire cars, faced severe contact-center problems: around 15,000 missed calls per month, long hold times, and the need to support high call volumes (up to 400% increases at peak) while improving response times, performance and customer service and reducing costs.

After a formal tender Aerial deployed Mitel’s MiVoice MX-One and MiContact Center Enterprise over 12 months, gaining skills-based routing, multimedia queuing, IVR and analytics. The solution automated call handling (75% of calls captured on day one), expanded natural-language recognition for local place names, cut average handling to 42 seconds, had the IVR handle 42% of calls, reduced required agents to four (down from as many as 60) and delivered about AUS $1.2M in annual savings while improving customer service and enabling smartphone app development.

Aerial Capital Group

Mark Bramston

Aerial Managing Director