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RIAS Deploys New NICE Workforce Management Solution From Sinclair Voicenet
New Workforce Management solution will enable RIAS to forecast demand more effectively, improve real-time adherence rates and meet service levels across six contact centres.
According to Mark Campbell, Resource and Forecasting Manager for RIAS: “The NICE IEX Workforce Management solution will provide us with a sophisticated planning tool to forecast more accurately and measure adherence using historical and real-time information. It will also allow us to run ‘what if’ scenarios to help plan for change in a timely fashion and produce more efficient schedules to ensure that we continue to meet the changing needs of our customers.”
The decision to award the contract to Sinclair Voicenet was made after a presentation to the project committee and scoring against a set matrix. As the UK’s longest established specialist provider of customer interaction solutions and services, as well as being one of the first NICE Platinum Partners, the company was able to demonstrate a track record of successful deployments and the delivery of high levels of customer support, both of which were other key factors in the decision-making process.
“With a solid reputation for delivering cost effective solutions to contact centres regulated by the FSA, Sinclair Voicenet took the time to really understand what we were trying to achieve,” continued Mark Campbell. “This gave us the confidence that they could meet our SLAs and deliver the highest level of support.”
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. 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