RIAS, the specialist provider of insurance for the over 50s, is installing a new NICE IEX Workforce Management solution at contact centres located in Bournemouth. Sinclair Voicenet, the leading NICE Platinum Partner, was awarded the contract to supply and install the solution after a competitive tender process. The new Workforce Management solution will integrate with their existing Avaya ACD and call recording systems and will enable RIAS to forecast demand more effectively, improve real-time adherence rates and meet service levels across six contact centres.
According to Mark Campbell, Resource and Forecasting Manager for RIAS: “The NICE IEX Workforce Management solution will provide us with a sophisticated planning tool to forecast more accurately and measure adherence using historical and real-time information. It will also allow us to run ‘what if’ scenarios to help plan for change in a timely fashion and produce more efficient schedules to ensure that we continue to meet the changing needs of our customers.”
The decision to award the contract to Sinclair Voicenet was made after a presentation to the project committee and scoring against a set matrix. As the UK’s longest established specialist provider of customer interaction solutions and services, as well as being one of the first NICE Platinum Partners, the company was able to demonstrate a track record of successful deployments and the delivery of high levels of customer support, both of which were other key factors in the decision-making process.
“With a solid reputation for delivering cost effective solutions to contact centres regulated by the FSA, Sinclair Voicenet took the time to really understand what we were trying to achieve,” continued Mark Campbell. “This gave us the confidence that they could meet our SLAs and deliver the highest level of support.”