IC24 is a UK health and care social enterprise supporting urgent care services for more than six million patients across the regions it serves.
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Healthcare contact center proof
IC24 moved contact center planning from an ageing platform to a Cisco PCCE route.
Integrated Care 24 needed a contact center route that could support urgent-care service lines, NHS call recording needs, customer journey mapping and better employee experience. Tesrex assessed the business and technical gaps, worked with managers, supervisors and agents, then shaped the Cisco PCCE route with IC24.
The existing Avaya contact center had become outdated and no longer matched the feature, reporting, service-line and journey-mapping requirements IC24 needed to run and improve the service.
What Tesrex changed.
Tesrex treated the contact center as a live healthcare operation first. The platform decision followed the service evidence, user feedback and NHS requirements.
- Ran business and technical assessment across the existing contact center environment.
- Spoke with managers, supervisors and agents to understand service gaps from the people operating the queues.
- Mapped NHS call recording, customer journey and multi-line-of-business requirements before selecting the platform route.
- Identified Cisco PCCE as the fit for growth, adaptability and the employee experience IC24 wanted to improve.
- Arranged Cisco HQ proof-of-concept work and created a bespoke demo so IC24 could see the platform against its own needs.
What changed for the customer.
Practical customer outcomes, kept close to the original work.
Customer proof from the estates Tesrex works inside.
IC24 gained a Cisco PCCE route aligned to business requirements and contact center operations.
Feature gaps from the previous platform were addressed in a way that managers, supervisors and agents could understand.
IC24 gained access to PCCE development APIs so customised dashboards could be shaped around the workflow.
What this proves now.
Better contact center AI starts with the service reality: entry points, routing, recording, agent experience, supervisor control and reporting. This work shows Tesrex can turn those operational details into a platform route people can run.
IC24IC24 Contact Center Case Study
Healthcare contact center assessment and Cisco PCCE route shaped from business evidence, technical evidence and operator feedback.
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