Integrated Care 24 (IC24) are a not-for-profit social enterprise who provide medical patients with a variety of health and care services. They work closely with the NHS and handle over six million patients across a large geographical area within the UK.

IC24 had an Avaya contact center that had become outdated in terms of its feature-set. They had outgrown this system and required a solution enabling them to manage the multiple lines of their business. There were also additional requirements being presented by the NHS in regards to call recording and mapping of the customer journey that they needed to accomplish.

When they brought us in, we took the time to perform a business assessment and a technical assessment. Both are a part of the Collaboration Assessment that we offer. We looked at their existing contact center, mapped out their needs and spoke first hand to the people working in the contact center; the managers, the supervisors, and the calling agents. They identified all of the gaps or issues they encounter. We summarised and analysed this information and made a decision in conjunction with IC24 on the Cisco platforms that would achieve their goals and improve the employee experience.

The solution we provided met every goal that IC24 presented to us and they were very happy with the result of this engagement. We even went further than their requirements by providing them with access to the development APIs of the platform so they could build highly customised dashboards to match their workflow.