Sinclair Voicenet Ltd (Glasgow), 2 Orbital Court, Peel Park, East Kilbride, Glasgow G74 5PH. Tel: +44 (0)1355 900000, E-mail: enquiries@sinclairvoicenet.co.uk

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Sinclair Voicenet’s consultancy service has been developed to ensure that you can gain the maximum benefit from your NICE solution as quickly as possible following implementation. Our whole approach is designed to ensure maximum delivery of benefits.


The traditional approach to installing NICE systems and many business applications is to cover the installation requirements and then install software so that is passes a test plan. This is followed by end user training and then implementation is complete. The problem with this approach is that you must first learn to use the applications so that you can configure and tune them to meet your requirements. The reality is that people tasked with this are often busy with day to day work and have to fit this in along with their day job. The result of this is delay in having the applications configured to meet your requirements and inconsistent uptake of functionality as end users have forgotten much of what they learned in training. The bottom line is that it takes longer to see the benefits that justified the business case. This is where our consultancy services come in.

Sinclair Voicenet consultants know the NICE applications in fine detail and have a deep understanding of the workings and challenges across numerous business sectors. Our consultancy team includes:

• Experienced Business Consultants

• Contact Centre Quality Consultancy

• Quality Process

• Forms Design

• Scheduling

• Reporting

• Business Process Consultancy

• Maximize Benefits of the Purchased Solution

• Increase End User Functionality Uptake

• Reduced Roll Out Time

Sinclair Voicenet’s recommended approach is to engage our consultants to carry out the discovery and application configuration with you. Our consultancy service covers:

• Pre-implementation Consultancy

• On Site Configuration

• Training Plan *

• Roll Out Plan

With this approach, our consultants visit site and gather requirements for the NICE solution. This is typically achieved via data gathering, process analysis along with technical, business and end user workshops. The outputs of this discovery work are a Configuration Plan and a Roll-out Plan.

Our Configuration Plan is built by taking your requirements and translating them into a working system configuration which includes:

• User Set up

• Group Set up

• Profile Set up

• Rules

• Storage

• Archiving

• Forms Design

• Reporting

Once the configuration plan has been agreed, it is fed into the project and the configuration is built in the applications. Our consultants will work alongside your key personnel to implement the agreed configuration ensuring they understand the configuration and the thinking behind it.

The benefits of this approach are:

• All functionality in the system is ready to use immediately
• following implementation and configuration

• Functionality uptake by the end users is quicker and more uniform

• System support and administration resource are
• familiar with the system and processes

• The benefits of the solution are delivered early

Our Training Plan ensures that all relevant resources gain the knowledge they need to carry out their responsibilities when using the system including, team leaders, quality teams, training teams, managers and support staff.

Our Roll-out Plan is designed to ensure that the applications are rolled out in a controlled and smooth way which maximises functionality uptake, minimises impact to the operations and ensures the system will be appropriately managed and maintained.

Our Roll-out Plan includes:

• Site Roll-out

• Functionality Roll-out

• System Management Plan

• System Maintenance Plan

The significant benefit of deploying Sinclair Voicenet consultancy services is that you have a system configuration that has been designed, implemented and fine tuned by system experts. This configuration is in place for user training and you will immediately see the benefits of the system.

Contact us if you would like more information on Sinclair Voicenet consultancy.

"Sinclair Voicenet have provided friendly and professional advice to enable us to install a robust and user friendly Nice call recording and screen capture quality assurance system. This allows us to monitor and improve our service to the public."

Lyle Carleton
Telecoms Manager
Northern Ireland Civil Service