Medicall AGEfficient and professional help in an emergency

Medicall is a Swiss assistance services company that provides medical, technical and personal emergency call services. Every year it handles approximately 350,000 incoming and 220,000 outgoing telephone calls. Medicall also processes 2.74 million technical messages from emergency call devices every year.

The existing IP-PBX solution was end-of-support. Medicall was therefore looking for an efficient, secure and future-oriented communication solution.

In order to cope with high demands, Medicall relies on the interaction between Managed Communications & Collaboration (based on Microsoft® technology) and the integrated Unified Communications Contact Center solution (LUCS) by Luware, and on 24/7 operation by Swisscom with guaranteed availability.

Thanks to the integration of all communication channels and functions such as presence status and instant messaging, agents in emergency call centres are now able to transfer incoming calls directly to the correct available expert rather than dialling haphazardly – which means customers reach the right contact person more quickly.

As well as a measurable improvement in efficiency and effectiveness, the solution reduces workloads significantly, leaving more time for the core business. The flexible, highly integrated and future-proof solution also creates opportunities for new products, services and target groups.