Case Study: East Midlands Ambulance Service achieves a 20% call-handling performance gain and sub-5-second average answer times with Mitel MiVoice Business

East Midlands Ambulance Service makes every second count with Mitel

East Midlands Ambulance Service (EMAS) provides emergency and urgent care, patient transport and clinical triage for 4.6 million people across six counties. EMAS was hampered by an aging command-and-control communications system that lacked ACD functionality, leaving them unable to monitor call flow or accurately size 999 call teams during peaks.

EMAS deployed Mitel’s MiVoice Business with ACD, the MiContact Center suite and Cybertech call recording, fully soak-tested before going live across its control rooms. The new platform delivered a 20% capacity gain (handling 20% more calls at the same pick-up speed), cut average 999 answer times from eight seconds to below five, and provided a resilient foundation for future integrations with radio and patient-record systems.

East Midlands Ambulance Service

Neil Brennan

Control Communications Manager