North Lincolnshire Council has awarded a contract to supply and install a new voice recording solution. Under the terms of the contract, which was awarded after a competitive tender process, Sinclair Voicenet will be installing a NICE interaction recording system to capture, manage and store calls for two departments. The new system replaces a legacy installation and will installed in a virtual environment so the council can record calls to its CCTV and IT Solution Centres, which have separate telephone platforms and are based at different sites.
Rachel Collins, Principal IT Officer Unified Communications at North Lincolnshire says: “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 will record calls to the CCTV centre where an assisted living platform monitors telecare services around the borough. With integration to the installed system, the NICE interaction recording solution will provide operators with integrated search and replay of stored recordings from the operator console enabling the delivery of response to every call for assistance.
Sinclair Voicenet will also be installing a NICE interaction recording system at the IT centre, which provides support to internal council members. The system will be installed to record IP-based telephone calls received through the department’s telephony.
The new systems will be installed in a virtual environment enabling recordings to be captured from analogue, digital and IP extensions at the 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 a specialist provider of multimedia interaction recording, quality management, interaction analytics and workforce management solutions., based in East Kilbride. Sinclair Voicenet was one of NICE Systems’ first Platinum Partners and is the only company to qualify as a NICE Master Distributor. Visit www.sinclairvoicenet.co.uk
