Powerful ways to protect your brand - as regulations intensify

Transcription

1 Call Recording Compliance Solutions for Financial Institutions Powerful ways to protect your brand - as regulations intensify TM

2 Can you guarantee compliance in the way you record, store and retrieve customer calls? Now you can be certain, thanks to trustworthy, fast-to-deploy services that can save time, money, stress - and your reputation. Growing pressures Financial compliance regulations are getting tougher. And it s affecting everyone, from investment banks and traders, to retail banks, insurers and financial services companies of every description. New audit regulations require companies to be able to demonstrate compliance at any moment. This is ramping up the pressure on your operation staff as well as on compliance teams. Increasing penalties Non-compliance can result in disasters - for those personally responsible as well as entire businesses. Perhaps it s the regulator that tells you about problems? Perhaps you hear it first from the media, from customers or via social media? Fines are also escalating on either side of the Atlantic, sometimes running into tens of millions. Often they re accompanied by dismissals and serious damage to brand reputations. Now PSS Help can enable you to stay compliant in three vital areas These solutions are being used increasingly by leading financial institutions, the world over. Compliance Solutions Guide 2

3 1 Call recording assurance with nvoice Are you confident your customer calls are always being recorded and stored? Sometimes companies can go days or weeks without calls being recorded. It s a horrible shock to find out. It can be costly too, once the regulator gets involved. Some companies rely on a manual listening process to check calls are recording properly. But this is a huge waste of time and cost. It s also prone to human error or oversight. However, there s a new proven solution to ensure peace of mind and to keep you compliant. The solution nvoice automatically checks that your customer calls are actually being recorded - at the quality you require - so you can protect your brand. Key features and benefits nvoice is more reliable than manual testing, performing reliably, 24/7/365. It s quick and easy to install. There s no need to rip and replace. The software simply overlays your existing infrastructure. It saves you money. You don t need to employ staff to do the checking. You can configure quality thresholds and KPIs. It tells you if there s a problem. Results are presented in real-time. Compliance Solutions Guide 3

4 2 Bulk extraction from tape with Trader Voice Organisations often have many thousands of undocumented, recorded calls on tape. But what happens when the regulator demands them? Problems can easily arise with e-discovery: When tape degrades and there s a high risk that your recordings have gone forever. Retrieving recordings manually can be painfully slow, expensive and prone to errors. As soon as you touch tapes, you re open to accusations over tampering with files. Extracting calls to disk or a searchable database is the obvious solution. But this can take up hours of valuable staff time. The solution Trader Voice is a robust, secure and efficient software solution that automates e-discovery. Key features and benefits Trader Voice extracts all calls and meta data from tape drives and call recorders. It accesses recordings through your existing GUI, so there s no impact on your network, security or other IT systems. It s automatic - and completed in a fraction of the time and cost of any manual process. Files are indexed during the transfer process. The software virtually eliminates any need to rectify manual errors. Files are compressed and signed to eliminate the possibility of tampering. Compliance Solutions Guide 4

5 3 Find specific recordings rapidly with Custodian retrieval Regulators can demand a specific range of historical calls, possibly involving dozens or hundreds of custodians over a period of years. Retrieving these calls from tape or disk can be extremely time consuming, expensive and prone to mistakes. Typically, staff have to manually wade thorough each tape of disk, looking for relevant files. This can distract companies from day-to-day activities and subject them to huge amounts of financial and business pressures. The solution Custodian Retrieval can automate the process, searching through tapes to find relevant files quickly and cost-effectively. Key features and benefits Companies can respond significantly faster to compliance requests from regulators. Software robots replace slow and error-prone, manual processes, saving time and money. A searchable, pre-defined directory structure can be created, based on a database or spreadsheet that identifies custodians. Additional indexing, verification and transfer features are available. Compliance Solutions Guide 5

6 Contact us today To discuss any of your call recording needs, contact PSS Help. Call us on US: or UK: Visit: We re trusted by companies around the world. PSS Help is a trusted independent Specialized Systems Integrator for the Contact Center. We can help with legacy support, the transition of existing architectures, and the design and deployment of new innovative and latest solutions. support for individual contact center platforms and applications. Creative: 15_0090 Compliance Solutions Guide