Branch Call Recording

Submitted by Anonymous on Mon, 06/14/2010 - 10:12
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Affordable Compliance Call Recording for Branch Environments

Insider trading and market abuse are heavy concerns for regulators and financial institutions. New, strict regulations require compliance call recording both at corporate institutions and their branch offices. Recognizing the need to extend enterprise-grade recording to the branch level, NICE delivers a range of branch call recording options that can suit your budget.
More and more customer interactions are taking place in branch offices. Understanding these interactions is important to improving efficiency and customer service. It’s also critical to meeting regulations like Basel II in the U.S., Europe’s Markets in Financial Instruments Directive (MiFID), and Japan’s Financial Instruments and Exchange Law (J-SOX). So, as the amount of traffic in branches grow, the need to record customer phone interactions in this channel grows, too.
 
NICE offers two cost-effective branch call recording options to address the requirements of branch environments:
 
  • NICE Recording eXpress – Low-cost branch call recording that can be deployed as a standalone product; no centralization is required
  • NICE Interaction Management– Full-scale call recording with centralized administration and playback, integrated with recording capabilities deployed in the data center
 
NICE Interaction Management employs hub-and-spoke methodology, in which each branch operates independently, capturing customer interactions locally. Administration and interaction data can then be synchronized with the data center, enabling the branch to take advantage of advanced call center quality monitoring and cross-channel interaction analytics to improve operational efficiency and customer satisfaction.
With a range of options for branch call recording, NICE enables branch locations to:
 
Depending on the call recording solution that’s right for your branch location, capabilities can vary, but robust branch call recording and compliance are standard, no matter which you choose. NICE offers you the following options: