Ageas Retail Ltd, one of the UK’s largest insurance intermediaries, has awarded Sinclair Voicenet a major contract for the maintenance and support of all NICE solutions across its Glasgow, Stoke and Bournemouth sites. They include recording, quality management, advanced real-time and workforce management applications.
Key to winning this contract was that Sinclair Voicenet is the UK’s only NICE certified partner capable of implementing and delivering training and consultancy around Real-Time Solutions, Interaction Analytics and IEX Workforce Management. The company also has the ability to provide the highest levels of support without having to escalate to the manufacturer.
According to Marco Correia, Head of Infrastructure at Ageas Retail: “Sinclair Voicenet is uniquely positioned to provide a full maintenance and support service to meet our specific needs, with extensive in-house capabilities and nationwide coverage delivered through its strategically located engineering team. With almost two decades experience of partnering with Ageas, the company is a proven support partner with a friendly and responsive approach that will reduce our reliance on manufacturer assistance and enable us to maintain the highest levels of customer service.”
Under the terms of this contract, Sinclair Voicenet is providing dedicated account and service directors and seven day support with response times from 30 minutes depending on the nature of the request. In addition to providing bi-monthly service review meetings and four days consultancy services each year, the company will also conduct half-yearly product roadmap updates for Ageas Retail in partnership with senior NICE personnel.
Paul Newman, Director of IT for Ageas Retail, added: “Sinclair Voicenet will provide Ageas with a more complete support offering, particularly for the advanced real-time applications that we are deploying across diverse workflow processes to increase efficiency. The company also has the skill and experience to help move the business to a consolidated platform and further enhance the way that we interact with customers.”