At NiCE Interactions 2025, Anne Holmes (Account Director at SVL) joined Russell White (Transformation Lead at Bluecrest) to reflect on their remarkable partnership: how Bluecrest reimagined their contact centre with the help of NiCE’s AI-powered solutions and SVL’s consultative expertise.

They were joined by Reece Harper, Account Executive at NiCE, who worked closely with both teams to guide the implementation. Together, they explored how technology, when implemented with care and purpose, can do far more than improve operations – it can impact lives.

If you missed the session, this blog captures the story, key takeaways, and practical lessons from Bluecrest’s digital transformation journey.

About Bluecrest

Bluecrest is a leading health intelligence company with a clear mission: to make preventative personalised health assessments accessible, affordable and actionable. Through a network of specialists, they deliver personalised health assessments that empower individuals to take control of their wellbeing.

During the session, Russell White, Transformation Lead at Bluecrest, shared a powerful example of their impact. A healthy 46-year-old with no symptoms attended a company-sponsored health assessment and opted for an additional cancer screening.

The test detected early-stage bowel cancer which, thanks to early detection, was successfully treated within weeks. Had it gone unnoticed, the outcome could have been far more serious.

It’s a powerful reminder that Bluecrest’s mission, and its contact centre, plays a direct role in saving lives.

Tackling technical challenges to support healthier lives

By early 2024, Bluecrest’s legacy contact centre platform was no longer fit for purpose. Outages and inefficiencies were becoming more common, just as customer needs were growing more complex.

In a healthcare setting, where speed, empathy and clarity are vital, the stakes couldn’t have been higher. Bluecrest needed a platform that would not only perform reliably but also enhance every interaction.

To find the right solution, Bluecrest conducted a rigorous market review, assessing nine potential providers against more than 140 technical and operational requirements. The process involved stakeholders from across operations, quality assurance, IT and more.

NiCE was one of the platforms shortlisted during that review. When Bluecrest later engaged with NiCE directly, it emerged that the contractual route would be via SVL – reflecting the strong existing relationship between SVL and Bluecrest through previous work together.

Finding a NiCE solution

Once NiCE was identified as the leading contender, SVL played a pivotal role in helping Bluecrest move forward with confidence.

Our long-standing partnership with NiCE, combined with our deep expertise in contact centre transformation, allowed us to support Bluecrest through the commercial process and beyond. We worked closely with both teams during the pitch and procurement stages, bringing clarity, continuity, and strategic insight to every step.

As part of the NiCE CXone platform, Bluecrest embraced advanced AI tools including AutoSummary and Co-Pilot, along with WFM and QM solutions that aligned with their operational goals. It was a future-focused choice, backed by strong collaboration and shared ambition.

Rolling out changes, one step at a time

Bluecrest took a phased, people-first approach to implementation, supported every step of the way by SVL’s consulting and technical teams.

We played a hands-on roll in:

  • Rolling out AutoSummary to generate accurate, real-time summaries for complex health conversations.
  • Deploying NiCE Co-Pilot, a real-time assistant that guides agents through live calls with intelligent prompts and knowledge suggestions.
  • Leading change management, encouraging feedback loops and ensuring that the tools were not just functional, but embraced by teams.

Our collaborative approach, with technical guidance from Reece at NiCE, ensured agents felt supported, not sidelined, by the new technology – a critical success factor in any AI initiative.

Delivering measurable impact

The impact was clear almost immediately:

  • A 13% drop in agent hours needed to manage the same workload.
  • Over a minute shaved off average handling times.
    96% AutoSummary accuracy, with less than 1% of summaries requiring manual edits.
  • With less time spent on repetitive admin, agents could give each caller the attention and care their situation deserved – whether it was booking a test or explaining next steps after a screening.

Looking ahead

With the core platform in place, Bluecrest is now looking to deepen and expand its AI capabilities. Next priorities include:

  • Creating a centralised knowledge base to enhance Co-Pilot’s effectiveness and provide consistent guidance across channels.
  • Harnessing interaction analytics to surface emerging customer needs, optimise services, and drive continuous improvement.
  • Exploring automation opportunities for low-complexity tasks, freeing agents to handle the conversations that need human insight.

As always, SVL will be right beside them, offering strategic advice and technical support throughout.

Driving real change, together

Bluecrest’s journey is proof that with the right partner and the right technology, contact centres can become catalysts for life-changing outcomes.

At SVL, we believe AI should empower, not replace. And when implemented thoughtfully, it can drive meaningful gains in productivity, quality, and customer experience.

Whether you’re early in your transformation journey or ready to scale, we’re here to help.

Discover Bluecrest for yourself

Russell White has kindly extended an exclusive 15% discount to all SVL blog readers. It’s the perfect opportunity to experience a Bluecrest health assessment firsthand and unlock personalised insights to help you live healthier for longer.

Learn more and take the first step towards proactive, preventative health.