3rd Party Remote Call Monitoring Feature

North Lincolnshire Council recently selected Sinclair Voicenet, a provider of multimedia interaction recording, quality management, interaction analytics and workforce management solutions, to install a NICE voice recording system designed to help capture, manage and store calls for two different departments.

The new interaction recording system, to be installed in a virtual environment, will allow the council to record calls to its CCTV and IT Solution Centers, each having separate telephone platforms based at different locations.

In a statement, Rachel Collins, principal IT officer of unified communications at North Lincolnshire Council, said, “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.”

Replacing an existing legacy installation, the new system will record calls to the CCTV Centre where an assisted living platform monitors telecare services throughout the borough. The NICE solution will provide operators with integrated search and replay of stored recordings direct from the operator console, aiding in the delivery of a rapid response to every call for assistance.

Meanwhile, the NICE interaction recording system at the IT Solutions Center will record IP-based telephone calls received through the department’s telephony platform, which looks to provide great support to internal council members.