A Tier 1 multinational bank selects Business Systems to manage major legacy call recording project

About the customer
A Tier 1 American multinational banking and financial services corporation - one of the largest bank holding companies in the United States by assets, with operations in more than 30 countries around the world. 

 

 

The challenge

With a large estate of legacy call recording systems originally used to meet the different compliance needs governing its international operations, the bank was facing an increasing number of issues related to the availability and retention of its legacy call recordings.

The legacy call recording systems were of different makes and located in different sites around the world. All had passed the manufacturer’s end-of-life date and were only supported on a reasonable endeavours basis. The fact that the support for the 2003 operating system was due to end in July 2015, was adding to the sense of urgency.

In 2014 a project team was put together by the bank, tasked to search the market for available solutions that would ensure the availability and integrity of all the call recordings for up to 5 years. This proved to be a real challenge.

The available solutions provided by the manufacturers for upgrading and migrating to a newer system did not guarantee the integrity of the old call recordings. Most of the solutions entailed extraction and conversion of the files and databases to different formats and structures, that not only risked corrupting or losing the files, but also the potential to increase their size fivefold.

Business Systems was one of the solution providers contacted by the bank, and the only one to offer a viable, low risk, future proof solution that met all the requirements whilst still being cost-effective. 

The Solution

Acknowledging the challenges at hand and the importance of maintaining the integrity of the bank’s recordings while moving to a more modern and supported environment, Business Systems proposed Vocal Wordwatch.

Wordwatch is a unique legacy playback portal that enables organisations who store their recordings for compliance or business intelligence purposes, to manage their audio 
files in a highly secure, efficient and supported way, from a single point of access.

As a standalone virtualised portal, Wordwatch is able to search, replay and export all the legacy audio files with their metadata from different voice recording systems, regardless of location, manufacturer, age or file format.

This played a vital role in enabling the bank to decommission its aging voice/legacy call recorders and migrate the database into Wordwatch.  Moreover, with Wordwatch calls could continue to be stored in their existing NAS/SAN location and replayed from there. For the bank this meant that they can now access any recording with the appropriate queries and replay them at any time a request is placed internally or by a national or international regulatory authority. 

 

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