ABN AMRO invests in Red Box Recorders and Business Systems Managed Service

Background

Following a merger with Fortis, ABN AMRO had an opportunity to upgrade their call 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.

Solution

Business Systems works with a number of trusted and proven suppliers of call recording systems and have established a very strong partnership with Red Box Recorders, whom have a proven track record of delivering secure, cost effective and compliant recording solutions in the financial market place. 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.’

In total, loggers have been deployed in a distributed solution across three sites.  The trading floor system records the two Etrali dealerboard systems, located at either data centers via three trunk-side recorders and one media server to manage the playback of the calls.

The Cisco CUCM is recorded by a 200 channel active VOIP call recorder, which has a redundant recorder at the head office.  Legal requirement dictates that calls need to be stored for a period of 6 months and a networked SAN storage device has been deployed to accommodate this and support easy search and retrieval of recordings. A Network Attached Storage (NAS) compression tool has since been added to the solution to compress VoIP recordings, freeing up more storage space and significantly reducing storage costs for ABN AMRO’s recordings.

Key Features

Key features of the Red Box Recorder call recording installation includes stereo recording on the Cisco CUCM to ensure that both parts of trade or conversation can be clearly and separately understood. In addition, the ease with which new users can be added to the system has meant that as soon as a telephone is connected the Red Box recording application automatically finds the user and starts recording.

The intuitive web based search and replay application has led to straightforward and accessible recordings from virtually any location, subject to security and privilege rights of the user. Will Barratt added ‘a key feature of the solution deployed was the ability to ‘actively record’ rather than passively record via SPAN, providing a more versatile and simple system to use and manage.

 

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