Overview
Join Russell White, Transformation Lead at Bluecrest Wellness, as he shares how going live with AutoSummary from day one, a calculated gamble, funded the rest of the company’s NiCE CXone rollout and transformed consistency in a regulated health business.
Learn how Bluecrest, a UK and Ireland health intelligence company running clinics nationwide, replaced a stalled, unsupported previous system with NiCE CXone, raising answer rates from 77 to 94 percent and cutting average wait times to 134 seconds through Qbuster callback technology, while AutoSummary cut after-call work from three and a half minutes to two and a half, driving an 11 percent workforce time reduction.
In this session, you’ll hear:
- Why a dead-end, unsupported legacy analytics stack became the final reason to switch platforms
- How Qbuster’s true callback queuing, rather than a separate dialing pot, improved both wait times and the customer experience
- Why deploying AutoSummary from day one was a calculated gamble, and how keeping a human in the loop mitigated the risk
- How continuous agent feedback, through 122 versions of AutoSummary, turned a regulated note-taking requirement into a consistency win for both agents and customers
- Why efficiency gains from AutoSummary ended up funding investment in the rest of the platform
Whether you’re a regulated organization worried about consistency and accuracy, or hesitant to deploy AI without a long runway, this testimonial makes the case for taking the leap with the right safeguards in place.