Case Study: Denis (Dental Information Systems) achieves a resilient, high-performance multi-site contact center with Mitel

Denis (Pty) Ltd. Chooses Distributed Mitel IP Contact Center Solution

Denis, South Africa’s largest independent dental claims administrator, handles over 100,000 claims monthly and more than 2,000 calls a day. Rapid growth created heavy inbound traffic that overwhelmed contact‑center agents and drove the need for an IVR and a contact‑center upgrade to improve service and reduce costs.

Denis implemented a Mitel solution—3300 IP Communications Platform with embedded ACD/voicemail, Mitel Contact Center/MIS, 5200 IP phones and Enterprise Manager—and mirrored the setup to a second site. The deployment delivered multi‑site VoIP redundancy, exceeded performance benchmarks, increased transaction throughput and service quality, ensured continuity during power outages, and paved the way for LCR and toll‑free cost‑saving initiatives.

Denis

David Carolus

General Manager