Case study
A new approach to archiving customer call recordings – securely, efficiently and economically
Case study
A new approach to archiving customer call recordings – securely, efficiently and economically
Summary
Many organisations record their business phone calls for a variety of reasons including quality monitoring and training, or to satisfy one or more (occasionally competing) regulatory requirements. If you’re a bank, this list of regulations and compliance requirements gets pretty big.
For our client (a high street bank), the ability to archive, store and retrieve call recording data in a secure and compliant manner was not a luxury, but a fundamental business requirement.
Against a backdrop of increasingly stringent data protection regulations, any organisation that fails to take its obligations in this area seriously is not only risking the safety of its customers’ most sensitive information, but also gambling with its own business reputation and risking sizable fines.
We helped the bank ensure that its archive call recordings were maintained securely, easy to search for / play back, and purged at the correct time. In the bargain, we also massively reduced its storage costs.
Highlights
Long-term storage of call recordings is for many, a legal requirement. By migrating them to a secure, managed cloud infrastructure and away from tapes or central storage vaults, our major high street client could achieve multiple benefits:
Remove the risk associated with recordings stored on degrading tape media and ‘end of life’ proprietary playback platforms
Mitigate risk by purging recordings according to their retention policy
Reduce costs associated with storage, time consuming retrieval, and fines if unable to access specific recordings when required
Manage recordings easily: instant search/playback, retention/litigation hold, user access controls, playlists of multiple recordings, MI and more
Maintain regulatory compliance
Summary
Many organisations record their business phone calls for a variety of reasons including quality monitoring and training, or to satisfy one or more (occasionally competing) regulatory requirements. If you’re a bank, this list of regulations and compliance requirements gets pretty big.
For our client (a high street bank), the ability to archive, store and retrieve call recording data in a secure and compliant manner was not a luxury, but a fundamental business requirement.
Against a backdrop of increasingly stringent data protection regulations, any organisation that fails to take its obligations in this area seriously is not only risking the safety of its customers’ most sensitive information, but also gambling with its own business reputation and risking sizable fines.
We helped the bank ensure that its archive call recordings were maintained securely, easy to search for / play back, and purged at the correct time. In the bargain, we also massively reduced its storage costs.
Highlights
Long-term storage of call recordings is for many, a legal requirement. By migrating them to a secure, managed cloud infrastructure and away from tapes or central storage vaults, our major high street client could achieve multiple benefits:
Remove the risk associated with recordings stored on degrading tape media and ‘end of life’ proprietary playback platforms
Mitigate risk by purging recordings according to their retention policy
Reduce costs associated with storage, time consuming retrieval, and fines if unable to access specific recordings when required
Manage recordings easily: instant search/playback, retention/litigation hold, user access controls, playlists of multiple recordings, MI and more
Maintain regulatory compliance
Here’s the thing:
We can’t release the name of this major UK retail bank because the organisation has a strict non-endorsement policy. We can tell you that we’re delighted and privileged to count them as a longstanding client, and we are pleased to be able to share the details of this successful project with their approval.