Hoboken, NJ, USA, Feb 7, 2019 -- NICE (Nasdaq: NICE) and Business Systems (UK) Ltd announced that they have been selected by Integrated Care 24 (IC24) to provide comprehensive, consistent reporting and deliver insights that will enable an advanced level of healthcare services across its contact centers. IC24 turned to Business Systems, a long-term technology partner, and NICE when they needed to significantly boost audit capacity to 100% of its patient's interactions, a critical factor considering the urgent, medical nature of the calls.
David Brown, Director of Digital Technology and Performance at IC24 said, "We are expecting to see impressive results, and NICE will enable us to precisely and comprehensively audit all our processes so we can deliver continuous quality improvement. The insights from NICE will allow us to monitor components that go beyond current requirements. Business Systems and NICE understand how important it is for us to ensure high quality care for our patients and help us continue to innovate and further develop our service."
IC24 is a 'not for profit', gold social enterprise committed to providing its patients with high quality urgent care services.
By leveraging NICE, IC24 will benefit from comprehensive analytics across customer journeys and multiple online and offline channels which will further enhance audit accuracy as well as deliver insights in terms of caller health trends and predictions. Together with NICE Quality Central to monitor performance and NICE Air and Engage to ensure interaction recording, NICE Nexidia will help enhance the level of care offered to IC24's customers, minimize errors in diagnosis and mitigate escalations, resulting in lower costs. Business Systems' expertise in the healthcare domain will drive smooth implementation of the project.
Stephen Thurston, Managing Director of Business Systems, said, "Our longstanding partnership with NICE and knowledge of the healthcare domain enables us to align technology with the changing needs of patient care in order to gain valuable insight, deliver high quality service and smartly optimize workforce operations for customers such as IC24. Business Systems is highly adept at not only deploying the right solution, but also working closely with IC24's Quality and Audit team for continued innovative health and social care services."
John O'Hara, President of NICE EMEA, said, "We're pleased to help IC24 take their customer service to the next level. This win is indicative of the advantages that the NICE offering delivers in terms of innovative capabilities, expertise and value in meeting regulations, delivering excellent customer experience and lowering service costs not just for the immediate term but also for the future."
Posted by Veronica Silva Cusi, news correspondent
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Friday, February 8, 2019
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