Case Study: Welch Dental Group achieves improved dispute resolution and streamlined operations with Mitel

Welch Dental - Customer Case Study

Welch Dental Group, a general dentistry practice in Katy, Texas with 18,000 active patients and a 35‑person staff, was overwhelmed by high call volumes—800 to 1,000 calls a day—and had no reliable way to track, verify or report on patient complaints and appointment disputes. That lack of visibility made it difficult to resolve disagreements, hold staff accountable, and optimize scheduling and patient communications.

Mitel deployed MiVoice Call Recording and MiContact Center Quality Management to capture, search, play back and monitor calls, plus provide coaching, quality evaluations and reporting. The solutions improved dispute resolution and staff accountability, tightened internal and referral communications, reduced overbooking and cancellations, saved time and costs, and delivered clearer reporting and operational visibility.

Welch Dental Group

Welch

DDS