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News : North Lincolnshire Council Installs New Voice Recording Solution
North Lincolnshire Council has awarded Sinclair Voicenet a contract to supply and install a new voice recording solution. Under the terms of the contract, which was awarded following a competitive tender process, Sinclair Voicenet will be installing a NICE interaction recording system to capture, manage and store calls for two different departments. The new system replaces an existing legacy installation and will installed in a virtual environment enabling the council to record calls to its CCTV and IT Solution Centres, each of which have separate telephone platforms and are based at different locations.
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.
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About SVL Business Solutions:
Founded in 1967, Sinclair Voicenet Limited is the UK’s longest established specialist provider of multimedia interaction recording and contact centre applications including quality management, real-time automation, WFM, customer feedback and analytics. The company is focused on enabling users to enhance customer satisfaction, improve agent effectiveness, streamline processes and reduce operational costs while ensuring compliance with internal procedures and regulatory requirements. Sinclair Voicenet was one of NICE Systems’ first Platinum Partners and has customers in diverse industry sectors including financial, public safety, local government and utilities.
Published: Friday, March 14, 2014