Through evidential communications recording, financial institutions protect themselves against unjustified claims for damages. Financial institutions must also meet the challenge of increasing compliance requirements. Regulations include a new German law to protect investors; the requirement for voice recording by the Financial Services Authority (FSA) in Great Britain and other laws from the Loi sur la Sécurité Financière (LSF) in France, the Securities and Exchange Commission (SEC) in the United States, and the International security standards of the Payment Card Industry (PCI).
Our recording solutions integrate with all major ACD, PABX and trading platforms to capture, archive and analyze calls, screen activities and related information in accordance with prescribed security standards. The fast and efficient search & (last call) replay of recordings is an essential part of every communications recording solution. Reconstruction with concurrent replay of several recordings and their visualization facilitate full analysis and evaluation of transactions. We offer flexible storage concepts for a variety of media, including NAS/SAN systems.
Customer perception and service are crucial for financial services companies as they’re typically extremely competitive with high public visibility. But communications must adhere to strict regulations. So having a way to analyze interactions is imperative. Bumicom’s Quality Monitoring and Interaction Analytics offers this industry ways to address their most pressing issues:
Compliance – Automatically detect potential issues during calls and provide rapid access to relevant call segments for teams monitoring high-risk transactions
Customer Effort – Pinpoint policies, behaviors or procedures increasing customer effort so you can change them. Improves customer experience, thereby improving retention. Attracts new customers by offering an easier path to service than the competition.
Cost to Serve – Rapidly identify unproductive processes and behaviors and understand their root cause and impact through dashboards and analysis tools. Drive improvement through process and coaching changes. Use tools such real time monitoring and agent assist to bring change to the agent level more quickly.