Case Study: Nuffield Health achieves an optimized agent experience with Lifesize CxEngage

Nuffield Health Optimizes the Agent Experience

Nuffield Health, one of the UK’s largest nonprofit healthcare providers with dozens of hospitals, gyms and remote clinicians, needed a scalable, compliant and reliable contact center platform that worked across multiple locations. Their previous system was unstable, inflexible and lacked advanced reporting, which disrupted clinical workflows (remote clinicians could not complete recorded assessments when the system failed) and left contact center leadership without the visibility or control they required.

Nuffield Health implemented Lifesize CxEngage in a matter of months, gaining self‑administration, improved reporting and flexible call routing. The result was faster, more dynamic handling of inbound and missed calls, easier temporary changes without third‑party delays, better agent usability, reduced downtime and costs, and stronger controls to maintain clinical governance and improve the customer experience.

Nuffield Health

Lucy Balmer

Head of Contact Center