A real-world example of how the Mitel Unified Communications Accelerator empowers frontline service coordinators with seamless automation and integrated communication

It’s 8 o’clock in the morning, and I’m at my desk—coffee in hand—getting ready for what should be another whirlwind day as a dispatcher and scheduler for a home care service supporting nursing staff across the Ottawa region.

Normally, mornings like this bring chaos. Nurses call in to change their availability, others ask for additional shifts, and I’m stuck juggling patient visits, availability gaps, and a flood of calls and confirmations. The old way meant a lot of stress—and even more manual coordination.

But today is different.

This morning, Jane let me know she was only available this afternoon. Mary, who had a morning appointment, needed to cancel. At the same time, Jon had just become available and wanted extra hours. Instead of scrambling to call and text everyone, I simply pulled up our scheduling system, updated the calendar in real-time, and let the system take care of the rest.

Here’s what happened next—and where our administrator used Mitel’s Workflow Studio to make magic happen.

Automating the Human Touch

Integrating our scheduling software powered by Mitel’s Workflow Studio, the entire chain of communications was triggered instantly:

• Patients were notified by voice or text that their appointment had been updated or reassigned
• Nurses received real-time alerts confirming their new assignments, and responded via voice or SMS to confirm availability
• All confirmations were recorded, logged, and auditable—no more sticky notes or phone-tagging chaos
• As the nurses completed their appointments, they confirmed task completion by voice or text

All of it happened behind the scenes—while I sat calmly at my desk, reviewing the schedule and focusing on outcomes, not interruptions.

The Power of Unified Communications

Thanks to Mitel’s Workflow Studio, our communications platform is no longer a static phone system—it’s an intelligent, integrated workflow engine that connects people, systems, and tasks in real time.

With the help we received by participating in the Mitel Unified Communications Accelerator at L-SPARK, our administrator had direct access to Workflow Studio to make the changes to implement the workflow that the dispatcher needed, defining how changes should trigger communications, confirmations, and follow-ups. And Mitel’s unified communications platform did the rest—flawlessly.

This level of automation has saved me countless hours. But more importantly, it has helped us maintain a high standard of care and responsiveness to the people who need us most—our patients and our frontline staff.

Why This Matters

This isn’t just about convenience. In a field like home care, delays and miscommunications can create real risks. By integrating communications directly into our operations, Mitel has helped us create a safer, faster, and more reliable care experience.

That’s the power of unified communications—reimagined through real-world use cases like mine.

If you’re building cutting-edge IoT, AI, or digital health solutions, we want to hear from you!

Apply today for the Mitel Unified Communications Accelerator to accelerate innovation, transform communication, and scale your business.