MTI Medi-Trans Inc.

A Geographically Dispersed Automated Call Distribution Solution that Works

Customer Profile

MTI Medi-Trans Inc. is a non-emergency provider of quality transportation services for worker's compensation clients throughout the country. With headquarters in Deerfield Beach, Florida, the company is growing rapidly and currently provides services in twelve states. MTI Medi-Trans' growing client base includes insurance companies, corporations, governmental bodies and Law Firms.

Customer Situation

As the company continues to expand across the country, call volume has grown significantly. MTI also experienced substantial variation in call traffic patterns over any given week. The combined effect of these factors were having a detrimental effect on both caller and user experience. The challenge to the company's management was how to best allocate staffing resources.

The company needed a solution that would allow them to consolidate skill groups across the entire organization, stream incoming calls into specific call types and have them routed to the most appropriate skill set or resource within the organization, whilst offering management real-time and historical monitoring and adjustment capabilities.

The Celtic Communications Solution

Celtic Communications' initial call traffic survey was the starting point of the project. The results yielded by this initial analysis substantiated the need for a comprehensive IP convergent communications infrastructure spanning the entire geographical corporate footprint. Automatic call distribution software was deployed to route calls anywhere across the entire corporation.

Solution components included:

• QuickQ ACD


• IP-FX11
• Interchange Unified Messaging
• Impact Group CTI Technology

Benefits

• "Single Office" experience over a geographically distributed footprint


• 4 digit interoffice dialing
• Centralized Voicemail
• Secure Desktop faxing
• Contact Management Integration greatly improving personal productivity through point and click dialing from the desktop
• Corporate wide skill group consolidation
• Personal Voice & Fax DID numbers
• Improved call routing and handling enable clients to reach the first relevant skill resource within the organization
• Caller ID generated, desktop screen Pops, allow pertinent data to be displayed to MTI staff upon answering inbound calls
• Real- time monitoring of call traffic conditions across the enterprise
• Centralized Management
• Reduced long distance costs
• Improved staff productivity
• Measured improvement in caller experience
• Call Traffic Analysis & performance reports

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