The new system replaces an existing legacy installation and will be 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.