Following a merger with Fortis, ABN AMRO had an opportunity to upgrade their recording technology opting for a voice recording system made on the basis of simplicity of use, good customer references and a strong support capability ensuring the Bank can apply robust maintenance in any future ventures.
Jointly Business Systems and Red Box Recorders put forward a competitive proposal to supply a call recording solution capable of recording both TDM and VoIP and supporting some 250 users across the UK, comprising of dealers and back office staff focused on clearing trades.
Recording primarily for compliance and meeting FSA regulation as well as resolving discrepancies on trades and executions, the system had to integrate with Etrali Mach 3D turrets and Cisco IP Phones.
Will Barratt, Network Voice Analyst at ABN AMRO UK Branch commented ‘as a bank who operates within an VoIP environment, the simplicity and cost of the Red Box solution was a key driver in selecting the system as was the ease with which it integrated into our existing telephony infrastructure. With no bespoke hardware, we find the solution easy to use and manage.’
A key part of the investment was the ability to provide the recording solution on a managed service basis meaning that the recording system is fully maintained on behalf of the bank by Business Systems and Red Box. As part of the managed service offering Business Systems provides daily remote checks and monitoring of the system as well as extended business hours support.
According to Will Barratt ‘In terms of service and support from both Business Systems and Red Box, the engineers have been very helpful and the system was installed over the course of a weekend. We opted for a managed service approach as it was a newly deployed system and with just one voice engineer supporting the requirements of the UK user base it was important to have remote assistance with regards to faults and testing, for proactive monitoring and maintenance.’