06 Sep 2011
Kcom's innovative risk reward solution recognised
Kcom has been shortlisted in this year’s BCS UK IT Industry Awards 2011in the Business IT Innovation of the Year category. Following the submission last month, it’s great news to hear that this innovative project has made it through to the final ten!
The award submission focused on Kcom’s work to automate the NHSBSA (National Health Service Business Services Authority) contact centres. The solution was first implemented in 2009 and since then, has automated over 960,000 calls as well as saving the NHSBSA £438,000. In the past 12 months the number of automated calls has hit a new peak and the figure continues to grow.
With a focus on how Kcom’s service differs from other voice automation services, this solution does not interfere with the client’s existing infrastructure and the contract works on a risk and reward basis, meaning Kcom is paid for successful transactions only. This provides an incentive for Kcom to ensure that the system works as effectively as possible, ensuring the best use of taxpayers’ money.
The NHSBSA’s satisfaction with the system is evidenced by their desire to work with Kcom again to automate the application of NHS Prescription Pre-Payment Certificates.
The next step will be to attend a judging day on 30 September in Reading and give a ten-minute presentation on the project followed by an interview with the judges. The winners will be announced at a gala dinner on 10 November.
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