Case Study: New Jersey SHARES achieves 99.7% call handling and reduced wait times with Mitel MiCloud Connect

New Jersey Shares - Customer Case Study

New Jersey SHARES is a statewide nonprofit that provides emergency energy and utility bill assistance through a network of more than 250 community agencies at 315 sites. The organization struggled with antiquated telephony and an inadequate hosted VoIP vendor that couldn’t handle high volumes—calls were dropped or frozen, reporting was unreliable, monitoring was difficult, and customer wait times were long.

NJ SHARES implemented Mitel’s MiCloud Connect and MiCloud Connect Contact Center, gaining self-service prompts, call recording and monitoring, virtual queue and agent management, and consistent analytics. The system now supports nearly half a million calls a year, improved one call center’s handled-call rate to 99.7%, cut wait times to under five minutes, and delivered clearer reporting and better customer experience.

New Jersey SHARES

Kim Warrick

Client Services Manager