Case Study: MedQuist achieves knowledge‑worker retention and major real‑estate cost savings with Mitel Unified Communications

MedQuist Retains Knowledge Workers with Mitel Unified Communications

MedQuist Inc., a leading provider of voice-to-coding solutions and medical transcription services headquartered in Mount Laurel, NJ, faced rising communications and real-estate costs as it expanded to 130 service centers, a 300-seat contact center and many remote workers. Its legacy systems became hard to manage across multiple sites, and the company needed a scalable, easy-to-manage solution to retain knowledge workers and hire talent nationwide without adding more service centers or overhead.

MedQuist deployed Mitel’s IP communications portfolio — including eight Mitel 3300 ICPs, Mitel Teleworker Solution, UC Advanced, Enterprise Manager and 1,000+ IP phones — enabling rapid migration, remote work and centralized management. As a result, the firm closed 40 offices with minimal downtime, grew teleworkers from about 50 to over 1,000 (contact center capacity from 100 to 300 seats), reduced published customer numbers from 150 to 15, and achieved lower overhead while maintaining unified, nationwide communications.

MedQuist

Lauren Johansson

Manager of IP Telephony Services