Case Study: Integrated Care 24 achieves resilient remote urgent care and 400% surge capacity with Webex by Cisco

ntegrated Care 24 delivers urgent response to remote work with Webex

Integrated Care 24 (IC24) is a UK urgent healthcare provider that runs NHS 111 and other out-of-hours services, handling over 1 million calls in 2019 and more than 565,000 cases outside business hours. The COVID-19 pandemic threatened its three call centers and required an immediate shift to secure, coordinated remote working so clinicians and agents could continue routing patients correctly while preserving call recording and integration with patient records.

Working with partner Tesrex, IC24 replaced its legacy telephony with the Cisco Webex Suite (UCM, Webex App, Packaged Contact Center Enterprise, Room Kits/Boards and integrations), creating secure virtual workspaces with instant calls, video, screen sharing and integrated workflows. The rollout enabled 600 of 1,200 staff to work remotely, kept all call centers operational through demand surges (calls nationally doubled), improved resilience and scalability, and lifted customer satisfaction by 11% while national scores fell 2%.

Integrated Care 24

James Howes

Head of Infrastructure & Telephony