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 prides itself on the quality of the support that we provide. Our support teams are dedicated to ensuring trouble free operation of your NICE System.

We offer a variety of support agreements ranging from business hours support through to “24x7” coverage. We can also offer bespoke support packages which are customized to your requirements.

Our support processes are based on ITIL which runs through the support lifecycle.

Sinclair Voicenet support starts with our Skilled Service Desk. Available 24x7, our service desk tasks include:

• Receive all calls and e-mails on incidents

• Incident recording

• Incident Classification

• Incident Prioritisation

• Incident Resolution

• Incident Escalation

• Change Control Management

• Update the customer and IT group on progress

• Report to Management, Process Managers and customers
• on Service Desk performance

Once a case has been raised we will use a combination of telephone, remote and on-site support depending on the nature of the incident. In practise, most incidents are resolved either by phone or via remote support.

Our Support Teams have the tools the need, including:

• Comprehensive training

• Extensive lab environments

• Latest diagnostic tools

• CRM with full featured case management functionality

The result is that our teams of highly qualified support engineers resolve the vast majority of cases that we handle without vendor support. This is borne out by our track record where our engineers resolve over 95% of the cases that we handle.

If we do have to engage NICE for further support, you can be sure the incident will be dealt with appropriately. We have long experience of dealing with NICE and have built up strong relationships with NICE support both in the UK and in Israel. The benefit of being supported by Sinclair Voicenet is that if there is an issue that requires NICE Tier 3/4 to get involved, as a Platinum Partner our status and contacts can be leveraged to ensure focus and a swift resolution.

Critical to our success as a support organisation is our view that support doesn’t consist only of responding to and resolving cases. In order to offer the best possible service, we take a proactive approach to support. Our proactive service management approach can include:

• Capacity Management

• Availability Management

• System Health Checks

• Regular Service Visits

• Assigned Technical Account Manager

• Regular Service Review Meetings covering support and service performance

Whether you are implementing a new NICE system through Sinclair Voicenet or have an existing NICE system that you need to support, Sinclair Voicenet have the experience, resource and expertise to ensure the trouble free operation of your system.

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

"We are currently implementing our third generation of NICE platform (Perform 3.1) with Sinclair Voicenet and are happy to say we are enjoying the same high level of project management and technical expertise that we received on our first implementation."

Craig McKechnie
Telecoms Manager
BCWGroup PLC