How one contact centre benefited from a whole time equivalent (WTE) saving of over £66,000

The Challenge: IC24 was looking for a Speech and Text Analytics solution that would provide consistent reporting and deliver insights across its contact centres, whilst integrating with its existing patient management system, CLEO.

Having listed out several suppliers, IC24 chose the NICE Nexidia Speech and Text Analytics solution from Business Systems.

About the Customer: Integrated Care 24 (IC24) have been at the forefront of urgent care since the early 1990s. With its sole focus on patient care, the organisation has grown from a small group of GP cooperatives to a social enterprise organisation serving over six million patients.

Now operating several primary care services, including three 24/7 NHS 111 contact centres, and receiving in excess of 1 million voice contacts, IC24 was looking for an Analytics solution that would provide actionable insights and improve patient care.

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 features including audit automation, patient sentiment analysis and root cause analysis.

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