NiCE has announced that Bluecrest, a leading UK health intelligence company, has transformed its contact centre into an AI-powered, insight-driven operation using the NiCE CXone platform to deliver significant improvements in patient access, operational efficiency and customer outcomes.
Bluecrest’s transformation, working with the UK’s longest-running contact centre service provider SVL Business Solutions, enabled a fundamental shift to an AI-enabled operating model, where Artificial Intelligence is embedded across the customer journey to drive real-time decisions, automate manual work and unlock actionable insight at scale. Operating one of the UK’s largest direct clinic networks, Bluecrest needed to move beyond a legacy environment that limited visibility, consistency and scalability. With CXone, the organisation established a modern AI foundation that connects interactions, data and workflows – enabling continuous improvement across both customer experience and operations
AI a core operational capability
AI is now deeply embedded across Bluecrest’s core workflows, transforming how work gets done at every stage of the customer journey. From AI-powered AutoSummary, which eliminates manual documentation and reduces cognitive load, to Copilot and real-time journey summaries that improves the quality and consistency of every interaction, AI actively augments advisor performance in the moment. At the same time, interaction analytics and end-to-end transcription convert every conversation into structured, actionable intelligence – providing complete visibility into customer intent, behavior and outcomes and enabling continuous, data-driven improvement across the operation.
By embedding AI into daily operations, Bluecrest has moved beyond efficiency gains to deliver tangible business and customer outcomes:
- £250,000 annual savings driven by AI-powered reduction in after-call work (3.5 to less than 2.5 minutes).
- Ninety-four percent call answer rate, significantly improving patient access.
- 100% of interactions analysed, replacing manual dispositions with behavioural insight.
- Analytics-driven coaching increased key product conversations from 10% to 70%, contributing to 2,200+ new subscriptions.
These improvements reflect a broader shift to data-driven, behaviour-led performance management, where AI continuously identifies opportunities to improve both experience and outcomes.
AI has also redefined the role of the advisor. By automating repetitive tasks, Bluecrest has enabled advisors to focus on higher-value, more meaningful customer interactions. Structured summaries, guided workflows and conversational intelligence reduce cognitive load while improving consistency, compliance and quality.
Leaders now use AI-driven insights to deliver targeted, evidence-based coaching, replacing anecdotal feedback with precise behavioural data – driving measurable improvements in both performance and customer outcomes.
Beyond productivity, AI has enabled Bluecrest to build a more resilient and responsive operation. Real-time dashboards now support proactive decision-making, while full interaction visibility allows teams to rapidly detect and resolve issues as they arise. Continuous AI-driven insights enable ongoing optimisation of customer journeys and operational processes and the elimination of platform-related outages ensures consistent, reliable service delivery. This creates an environment where every interaction contributes to learning and continuous improvement.
Building the foundation for future AI innovation
With AI now embedded as a core capability, Bluecrest has established a scalable foundation for continued innovation – from deeper automation to more proactive and agentic AI use cases.
“CXone has enabled us to move from a reactive operation to one that is truly insight-driven,” said Russell White, Director of AI and Transformation, Bluecrest. “AI is now fundamental to how we support our customers, empower our teams and continuously improve outcomes while maintaining the highest standards of accuracy and trust.”
“Bluecrest’s transformation demonstrates the real value of AI when it is embedded into the operating model,” said Darren Rushworth, President, NiCE International. “This is not just about automation, it’s about using AI to drive better decisions, better performance and better experiences at scale.”
