Nice Systems yesterday announced that Yorkshire Electricity, one of the UK’s largest regional power companies, has chosen its NiceLog voice recording system for security and maintenance of power supplies to its industrial, commercial, public sector and domestic customers. The system was provided by Business Systems (UK) Ltd, NICE's UK distributor.
NiceLog is being used in operations and control centers to help ensure that high voltage power supplies are maintained and that faults reported by customers are rectified. NiceLog provides playback facilities for each of the agents in both centers, allowing the instructions given to repair crews, and calls which may threaten the security of the electricity supply network, to be monitored and replayed.
Peter Ross, telecommunications engineer at Yorkshire Electricity says, "NiceLog’s flexibility allowed us to adapt it to our exact requirements. This means we can use touchscreen technology to save time when using the system, and could develop a special interface so that NiceLog can be used with our existing Philips Sopho ACD."
Yorkshire chose NiceLog after examining a range of digital logging products to replace its aging analog recording system.
"We felt that NiceLog offered the exact functionality we were looking for," continues Mr. Ross. "With the use of NiceCLS, the system allows us to give our agents direct playback access to the calls they have made in the last twelve hours. Other systems we examined did not offer this functionality and required a costly and complex installation."
Arieh Shemesh, UK operations director of Nice Systems, stated, "We are very pleased that Yorkshire has chosen our product. This shows that the system offers reliability and flexibility, essential for all utility companies."
Nice Systems is engaged in computer telephony integration (CTI) logging, quality measurement, and workflow solutions for voice, fax and data. The company provides secure systems for capturing and managing communication transactions in organizations. Nice’s products are marketed to financial institutions, call centers, securities traders, air traffic control sites, public safety, transportation and utility organizations.
Published by Israel's Business Arena May 13, 1998