Case Study: HealthEast achieves 20% higher agent productivity and up to 86% better SLAs with Mitel contact center solutions

HealthEast - Customer Case Study

HealthEast, a major health care provider in St. Paul with 7,500 employees, four hospitals and 14 clinics, was operating on an outdated Avaya contact center that lacked modern features and couldn’t easily access data from its Epic EHR. The organization needed multichannel communication, streamlined agent workflows and reliable EHR integration to improve patient and staff interactions.

Working with Allstream, HealthEast implemented Mitel solutions (MiVoice, MiContact Center, MiCollab) and used REST APIs via an ESB to integrate Epic, MyChart and other systems into a single agent UI. The new design enabled multichannel support, IVR, screen pops and outbound SMS campaigns, driving a 20% increase in agent productivity, a 6% drop in abandon rates, SLA performance improvements from 39% to 86%, lower call volumes through self‑service and 30–40% productivity gains for accounts receivable.

HealthEast

Lou Gallagher

Senior Director of Engineering and Architecture