How a contact center benefited from a full-time equivalent (WTE) saving of over £66,000

The challenge: IC24 was looking for a voice and text analytics solution that would provide consistent reporting and insights across all of their contact centers, while integrating with their existing patient management system, CLEO.

After referencing several suppliers, IC24 chose the NICE Nexidia Speech and Text Analytics solution from Business Systems.

About the customer: Integrated Care 24 (IC24) has been at the forefront of emergency care since the early 1990s. Focusing solely on patient care, the organization has grown from a small group of GP cooperatives to a social enterprise organization serving over six million patients.

Now operating multiple primary care services, including three 24/7 NHS 111 contact centres, and receiving over a million voice contacts, IC24 was looking for an analytics solution that would provide actionable insights and improve care to patients.

The solution: IC24 worked with Business Systems and NICE to integrate the tool into its clinical patient management system, CLEO Systems. The solution would then enable rich functionality, including automation of audits, patient sentiment analysis, and root cause analysis.

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