According to Rachel Collins, Principal IT Officer Unified Communications at North Lincolnshire Council: “We now have a platform that gives us the flexibility to extend voice recording to other departments as required regardless of telephone system used. The new system will form a key part of our ongoing strategy to move towards a fully unified communications service that will improve service delivery across all departments.”
The new system, provided by Sinclair Voicenet, will record calls to the CCTV Centre where an assisted living platform monitors telecare services throughout the borough. With proven integration to the installed system, the NICE interaction recording solution will provide operators with integrated search and replay of stored recordings direct from the operator console enabling the delivery of a rapid response to every call for assistance.
Sinclair Voicenet will also be installing a NICE interaction recording system at the IT Solutions Centre, which provides high levels of support to internal council members. The system will be installed to record IP-based telephone calls received through the department’s telephony platform.
The new systems will be installed in a virtual environment enabling recordings to be captured from analogue, digital and IP extensions at the two separate locations whilst sharing the council’s existing data network infrastructure. Sinclair Voicenet is also providing secure, centralised data storage allowing the council to store recordings from the CCTV and IT Solutions Centre for seven years and six months respectively.
About Sinclair Voicenet
Founded in 1967, Sinclair Voicenet Limited is the UK’s longest established specialist provider of multimedia interaction recording, quality management, interaction analytics and workforce management solutions. Based in East Kilbride, we provide a comprehensive range of customer interaction solutions and services to industry sectors including contact centres, financial institutions and public safety through to local authorities and utilities. Sinclair Voicenet was one of NICE Systems’ first Platinum Partners and is the only company to qualify as a NICE Master Distributor, the ultimate level of accreditation. We are regarded by NICE Systems as the UK’s leading expert in the deployment of NICE services and solutions and also work on behalf of other approved NICE resellers. For further information, please visit www.sinclairvoicenet.co.uk