Workforce Optimization Featured Article
NICE Recording Solution Improves Greater Manchester Fire and Rescue Service Response Time
By Rory Lidstone, TMCnet Contributing Writer
The U.K.'s second-largest fire service, Greater Manchester Fire and Rescue Service (GMFRS), recently announced it has awarded Sinclair Voicenet – a specialist provider of multimedia recording, quality management, customer interaction analytics and workforce management solutions – a major contract supply and install a new voice recording solution for the GMFRS.
Sinclair Voicenet, which beat out stiff competition to be awarded the contract, is installing a NICE Recording eXpress solution, listed as one of eight tools for hosted call center excellence at TMCnet, at the emergency control room located at the GMFRS headquarters in Swinton.
The new system will help control room employees to better handle and coordinate the response to the approximately 66,000 emergency calls received each year as well as manage the movements of over 100 fire vehicles and appliances in the Greater Manchester area.
“Sinclair Voicenet was awarded the contract after impressing the evaluation panel with their understanding of what we were trying to achieve and presented a ‘best fit’ solution that would meet our specific requirements," said Stephen Bould, Technical and Communication Services Manager for GMFRS. "In addition, the company was able to meet our tight timescales to install the new system within two weeks of receiving the contract.”
The NICE Recording eXpress solution being installed will provide control room employees with faster access to recordings from any PC on the office network, enhancing the response management process while speeding up the decision-making process. The system also features a flexible path of expansion, making future upgrades less difficult.
After the completion of the installation of the system, Sinclair Voicenet collected feedback from the staff, confirming that the NICE Recording eXpress solution is user friendly and that it made it easier to replay recordings with a low learning curve. The Greater Manchester Fire and Rescue Service also uses SMART solutions for its workforce management.
Edited by Braden Becker