How VoiceSpin Transformed Medassis’s Medical Flight Operations with AI

About Medassis

Medassis is Israel’s leading provider of medical air transport services, operating around the clock to coordinate emergency medical flights for the country’s major insurance companies and HMOs. From arranging air ambulances and commercial stretcher flights to managing remote physician consultations and international repatriation, Medassis handles some of the most time-critical communication scenarios in the healthcare sector. Every interaction – whether from a distressed family abroad or a hospital team coordinating a patient transfer – demands an immediate, accurate, and professional response.

Key Highlights

• 8-year partnership with VoiceSpin
• Cloud PBX with Microsoft Dynamics 365 integration
• AI Rep Assist Chatbot deployed for internal representative support
• Client-facing AI Chatbot for intake, qualification, and information handling

The Challenge

Medassis’ agents work in a high-stakes industry, getting the response time right, getting the right information, and prioritizing the cases can make a difference in how conversations end. Call volumes were growing, and client expectations were rising, so they needed more than a good phone system – they needed a smart comms layer that could help their agents in real time, cut down on the routine queries, and give their clients a fast and friendly welcome at any hour.

A Partnership Built Over Eight Years

Medassis has been cooperating with VoiceSpin for 8 years now, and the partnership has been built on a solid foundation – the Cloud PBX, plugged into Microsoft Dynamics 365. This means that every call gets logged, records for customers are instantly available, and all the data easily flows straight into their CRM without any difficulty.

This integration is the backbone of how Medassis does its day-to-day business, ensuring agents have all the context they need on every case from the minute the phone rings and all queries are met in that fast-moving, 24/7 world.

Expanding the Partnership: AI for Reps and Clients

As the partnership has evolved, Medassis has integrated 2 new AI-powered solutions from VoiceSpin, which has taken to a new level in how they deal with their internal operations and how they communicate with clients.

AI Rep Assist Chatbot

VoiceSpin’s AI Rep Assist Chatbot gives Medassis’ agents real-time support on live calls. Rather than having to switch between systems or relying on memory during high-pressure moments, agents simply ask the chat for the info, access to protocols, and guidance – all without putting the client on hold for a second. In an operation where every second counts, this takes the pressure off the agents and means responses are consistent, accurate, and fast.

Client-Facing AI Chatbot

For client conversations, VoiceSpin’s AI Chatbot handles the first bit – getting the info, answering the common questions, and qualifying cases before sending them to the right agent. By the time a human agent picks up the case, all the essential information is already captured, and the case is properly categorized. Routine queries are sorted without any human intervention, allowing the Medassis team to focus on the complex and urgent cases that really need their expertise.

Microsoft Dynamics 365 Integration

Every interaction – whether with the agent or the AI chat – gets automatically synced to Microsoft Dynamics 365. Agents work from a single interface where all the call data, chat logs, and case records get updated in real time. No more manual entry, reduced risk of missing stuff, and team leaders see the whole operation across all channels.

The Outcomes

Putting the long-term telephony foundation and the new AI layer together has given Medassis a boost. Their agents can focus on queries that really need their expertise. Clients get a response at any time of day and get the right information. Case information is captured, ensuring nothing is missed in high-stakes situations.

For operations where quality makes a significant difference, the ability to handle more queries with greater speed and consistency, without compromising the human element is a real step up.

About VoiceSpin

With over 19 years of experience in the industry, VoiceSpin is a provider of cloud VoIP telephony and AI contact center software solutions serving thousands of customers across the globe, including SMBs and large-scale enterprises. VoiceSpin’s solutions enable businesses to manage inbound and outbound voice and digital communications effectively, increase agent productivity, and improve customer service experiences through AI and automation. VoiceSpin’s platform seamlessly integrates with leading CRM systems, including Salesforce, HubSpot, Zoho, Pipedrive, and Microsoft Dynamics 365, among others.

About Microsoft Dynamics 365

Microsoft Dynamics 365 is a leading enterprise CRM and ERP platform used by organizations across healthcare, logistics, and professional services worldwide. The VoiceSpin Microsoft Dynamics 365 integration enables organizations to unify all voice and messaging interactions within a single platform – automatically syncing call data, transcripts, and case records to deliver a complete, real-time view of every client relationship.