Legacy Call Retrieval for the Insurance Sector

Find, Retrieve and Replay Recordings of all Customer Communications, whether on a Live or Legacy system

Insurance organisations, just like any financial institution, are heavily regulated and must be able to demonstrate adequate compliance.
As part of new regulatory compliance, MiFID II, insurance organisations need to store and access recording data for over 5 years or for the entire duration of the insurance policy, which could span across 25 years.

The longer retention periods can become problematic due to recording systems reaching end of life and no longer being supported by manufacturers. Moreover, recordings relating to a policy can reside in disjointed silos of data as well as in a number of different platforms that are unable to communicate with one another, making the process heavily reliant on manual interventions and as such prone to human error.

Solution:

Wordwatch is a complete solution that facilitates access and retrieval of call recording data from multiple systems and vendors, presented in an intuitive user interface. Whether the call recording systems are live or legacy, mobile, cloud based or on-premise, Wordwatch extracts the recording whilst keeping the call metadata in its original file structure and format.

It is also able to integrate with other solutions, such as analytics and trade reconstruction platforms, thus giving organisations complete control over their data, when and where they need it.

Benefits of Wordwatch:

Performance:

Vendor agnostics: Drive genuine competitive advantage with the ability to extract and replay calls quickly and efficiently from any vendor solution – legacy, live, mobile or other
Vendor mobility: Our solution can integrate with best of breed business applications such as analytics or trade reconstruction platforms
Automated process: Reduce human error with accurate rules. Limited manual intervention required.

Compliance:

Data Integrity: Eliminate risk relating to the integrity of the recordings by keeping them in their original format
Access Legacy and Live recordings: Allow for the information to be retrieved should the competent authority demand it
Store recordings for as long as required: Secure location without the risk of degradation
Ultimate safety-net: Easy access to data in accordance with regulations and longer retention periods

Cost savings:

Lower cost of ownership: Significantly reducing service and supports costs for ‘end of life’ systems as well as reducing server footprint by having all of your call recording data stored in a secure location and accessible through one portal
Future-proof investment: Ability to easily connect to future capture engines

Wordwatch - Legacy Call Retrieval Case Studies

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

Business Systems implements the Vocal Wordwatch portal to help the bank meet its regulatory obligations.

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Wordwatch - Legacy Call Retrieval Brochures

Wordwatch: Call Recording & Retrieval Portal

Wordwatch: Multi-Vendor Call Recording Extract & Replay

The Vocal Wordwatch Portal provides you with a single user interface to access recorded calls and other interactions from cloud, on premise, mobile and legacy call recording systems.

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Wordwatch - Legacy Call Retrieval Must Read:

Teams Recording

Depending on compliance regulations for your industry, you may need a third-party solution to manage, replay or archive teams calls for compliance.

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Wordwatch Retrieval & Replay Portal

Wordwatch for live and legacy call recording retrieval and replay from a single point of access.