Legacy Call Recording Products

Legacy voice data can be challenging for organisations – often difficult to keep track of, manage, and adhere to regulatory demands. Nevertheless, there are a few key steps that can be taken to simplify legacy voice data management.  1. Consolidate your View of your Legacy Voice Data For organisations with considerable legacy voice data estates, one of the biggest challenges is keeping tabs on many different storage solutions that may be in use simultaneously. Because the nature of voice recording...

As international hubs where individuals from different backgrounds and cultures come together, the diversity of trading floor and banking environments can introduce complexities in voice transcription due to variations in accents, dialects, and industry-specific jargon. Compliance teams must ensure that transcriptions accurately capture the intended meaning of conversations, even when language barriers or technical terminology exist. The majority of errors or inaccuracies in transcriptions often come from transcription engines which are unable to cope with trader speed and jargon. This...

When organisations think about improving their business operations, a lot of the time they tend to overlook smaller things that could potentially have a big impact on the business. For example, integrating a call recording system is often one of those overlooked methods of improving a business.  Sometimes big business changes can be improved by what we like to call 'smart changes'; you will be surprised at the impact one change, such as installing a call recording solution, can have on your business.  Contact centres in particular, look for call...

Can I integrate an existing legacy call recording system with a modern, up-to-date solution?  Yes this is possible. With a multi-vendor centralised voice recording replay portal this solution will sit on top of any existing legacy (and also live) call recording systems. A solution such as this is able to access calls from multiple call recording systems, regardless of age, manufacturer or geographic location. This unique portal sits above live and legacy systems (cloud or on-premise), providing a single point...

Call data legacy migration consists of moving your recording data from one place to another in order to be able to access it beyond what the system allows. Under what circumstances will a company need to look at call data legacy migration? Many organisations will have call recordings spanning decades and accessibility isn’t that simple.  So under what circumstances would an organisation need to consider call data legacy migration? Call recording systems reaching end-of-life: Manufacturers announce a product is now...

With the introduction of MiFID II back in January last year and with regulations set to increase and become more burdensome, Financial organisations are faced with constant challenges around managing and accessing their call recording data. Organisations need to be able to demonstrate immutable records of all their dealings and be able to retrieve these communications with precision and speed in the event of an audit or investigation. It’s not just one or two issues that need to be managed...

Another day another regulation: Identifying Risks before they happen with Call Extraction As data regulations continue to tighten, trade reconstruction has become a priority for compliance managers in the financial sector. No longer is it enough simply to record telephone transactions and keep them filed away in a database somewhere, just in case. With the stakes for data and privacy infringements higher than ever, compliance demands a proactive approach, the ability to turn call recording into actionable 360-degree insight so...

As the New Year slowly creeps in, we thought it timely to update our article ‘Top 6 technologies that will drive recording compliance in 2017’, and look at it from a 2018 perspective. We’re excited about 2018. The FIFA football world cup is happening and, according to experts, Mars will be making its closest approach to Earth since 2003. Some exciting events to look forward to. And, let’s not forget MiFID II in January. As regulatory frameworks within the financial...

With regulators across different markets demanding for increased trade transparency and longer retention periods for call recordings; how can financial firms keep on top of their call recording estate? Not to state the obvious but, it won’t be long before MiFID II comes into effect in January 2018. It’s practically Christmas already. Data sits at the heart of these regulations. MiFID II aims to improve quality of advice and investor protections, and in doing so requires extensive data recording. Call...

Compliance Project of the Year was another closely fought category at this year’s event, with the judges opting to award the win to Business Systems for its Vocal Wordwatch solution. Financial institutions today are facing tightening national and international regulatory requirements, as government authorities collaborate to uncover suspicious trading activities. One of the most important requirements for financial institutions is the archiving, storage and replay of telephony, radio and turret recordings for set amounts of time, which can be up...

Business Systems has won the award for Compliance Project of the Year at the FStech Awards 2017, with its Vocal Wordwach solution.Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, announced that it has won the ‘Compliance Project of the Year’ award at the FStech Awards 2017. Now into their 17th year, the FStech Awards recognise excellence and innovation in the field of information technology within the UK and EMEA financial services sector. The Compliance Project of the...

Top 6 technologies that will help achieve the required levels of recording compliance for 2017 and beyond.

If the role of technology in business sustainability across sectors is still questioned, the recent report from Marketforce, titled “The Future of General Insurance 2016”, sums it all up. And although the survey is for the Insurance sector, the conclusions have a much broader application. According to the report, 80% of the respondents believe that ‘digitally-enabled new entrants will gain market share through differentiation on factors other than price’. Haven’t we seen this already materialising in the Banking sector? And...

Business Systems wins Recognised Leaders in Workforce Optimisation Solutions – UK award, where its unique Vocal WordWatch portal is recognised as Best for Call Retrieval & Replay Technology – UK    Isleworth, September 20 2016 – Business Systems announced today that it is among the winners of the coveted 2016 Technology Innovator Awards that recognise and reward the individuals, departments and firms behind the ground-breaking developments that change the way we do business for the better. The company, with its...

The Business Systems and Wilmac Global Partnership Alliance continues to grow in strength well into the second year of its formation [Press Release] - Business Systems and Wilmac have developed the Global Partnership Alliance to address the growing need for exceptional support and service on a global scale for recording technologies and related solutions. Founded in 2015, the Global Partnership Alliance was the result of an increasing number of global customers expressing the need to extend their service and support contracts...

It is Part 3 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet Anna, a Control Centre Manager who works within the Emergency Services sector. Meet Anna Anna is the Control Centre Manager of an ambulance service control team. Her responsibility is to oversee the team of call handlers (often also known as medical dispatchers) and ensure that all incoming calls are handled to the expected high standard. In this series Anna...

It’s Part 2 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet ‘IT Ian’. In this series, Ian has to address 3 commonly faced issues: Supporting multiple systems from different manufacturers and/or service providers Finding a solution provider who offers end-of-life support Ensuring the testing & monitoring of the entire voice domain Meet Ian Ian is the IT Manager of a large multi-national company. He is responsible for ensuring business continuity and...

How prepared are Financial Institutions in the UK to face the demands set by regulators? We've teamed up with Fintech Finance in an attempt to find out how prepared Financial Institutions really are, pin point some of the challenges the relevant teams face, and whether the demands set by the regulators is a much more challenging task than led to believe. Some of the questions we are trying to find answers to include: How prepared organisations are within the Financial...

Business Systems implements the Vocal Wordwatch portal to help the bank meet its regulatory obligations. [Press Release] – Business Systems (UK) Ltd, the UK’s leading independent call recording and workforce optimisation specialist, today announced the successful deployment of the Vocal Wordwatch portal by a major multinational financial institution.  Vocal Wordwatch is a cutting edge virtualised playback portal that enables organisations who store their recordings for compliance purposes, to search, replay and export all legacy audio files with their metadata from different...

Part 1 - Compliance - Meet Dave In certain circles the word ‘Legacy Call Recording’ can mean dread for many, not to mention the dire implications it can potentially have on our business. With customer call recording and storage now a standard practice across multiple industries for Governance & Quality Control as well as a vital requirement within the Financial Conduct Authority (FCA) regulations, understanding exactly what it means to own a ‘legacy’ system is now more important than ever....

Technology doesn’t stand still and engineers and software developers typically spend their days working on the next version of your voice recording system, adding functionality and features, streamlining processes and increasing resource efficiency. New hardware and software is being designed to work faster, smarter and more securely than ever before. But my old system works fine, why would I spend money upgrading it? Let’s assume you don’t need every one of those new features, is it still worth upgrading? For...

Do you know whether your older call recordings meet the PCI compliance requirements of today? If you’ve only just recently implemented a PCI Compliant call recording solution but still need to retain recordings where you took credit card data from customers a few years back, those legacy call recordings still need to meet PCI Compliance requirements. In other words sensitive customer credit card data should not be accessible by your business or your agents, regardless of how old the call...

In recent months the Business Systems team have dealt with a number of maintenance enquiries for CyberTech call recording systems and as a fully approved Platinum partner of NICE, we are more than equipped to provide full service, maintenance and upgrade options. Supporting CyberTech versions 5 and 6 we have also been working with organisations with older versions to upgrade to the very latest model to ensure the system can be fully supported and expanded as required. We are currently...

When selecting a new voice recording solution most companies will follow a ‘due diligence’ process. This will generally cover areas such as specification, suitability, price, manufacturer pedigree and support credentials, etc. Meshed into this will be the manufacturer’s policy for end-of-life. Whilst not top of the list when purchasing the latest and greatest product offering it is important to remember that most manufacturers will want to keep you running as close to the latest release as possible. This trend of...

Following the acquisition of Cybertech, NICE have been busy working to enhance the NICE call recording product suite so it aligns more closely with its existing portfolio, the end result being NICE Recording eXpress. Through this transition period, NICE Recording eXpress has evolved to give customers an easy and scalable call recording platform to mitigate risk, address compliance and fulfil quality monitoring needs. NICE Recording eXpress has the capability of recording thousands of channels across single or multi-site environments with...

For all those users of the NICECall Focus III call recording product or those currently considering investment in one, time is running out with an October 1st 2011 deadline formally announced as the end of sale and expansions date. Launched by NICE in 2005 as an upgrade to the NICECall Focus II product, it proved to be very popular within the Public Safety market due to its ability to operate in a mission critical environment and its promised lower cost...

Past years have seen a bumper crop of solutions being confined to the NICE call recording EOL list. As manufacturer support is withdrawn from these, customer attention should be focused on revisiting the relevance of business applications and requirements, as a replacement solution is considered. Dealing with legacy technology can cause many challenges for organisations, where nearly 90% of businesses are hindered by this. Here are our top tips for dealing with End-Of-Life NICE Voice Recording systems: 1. Consider the...

The latest offering from NICE systems, NICE Perform eXpress allows small to medium sized companies to benefit from the NICE Perform architecture providing an enterprise grade recording solution but on a smaller scale with the ability to record up to 200 channels. With an emphasis on recording for compliance it can be deployed as a standalone solution or in a multisite environment with centralised administration and storage capabilities. The solution provides low Total Cost of Ownership (TCO) through a single...

It’s never a good idea to leave your system unchecked until something goes wrong but so many companies take the ‘if it ain’t broke, don’t fix it’ approach. However, what if something did go wrong and calls weren’t recorded? It would result in serious consequences for those who record for compliance or dispute resolution. To solve this problem, Business Systems recommend a call recording system health check, which can be achieved at a relatively low cost. Maybe you’re experiencing intermittent...

Mirra Series IV - The cost-conscious buyer... Sales of the Mirra Series IV call recorder launched last year have gone from strength to strength and an updated release of the product is now available. The Mirra IV is a high-quality extension and trunk side recorder for small to medium applications where less than 48 channels of recording are needed at any one site. The recorder provides continuous, uninterrupted recording and is popular with the likes of public safety organisations, transport...

As some of you may be aware NICE, the manufacturer of the Mirra Series 2, announced last year that production of the product would cease and no new systems would be available for sale. We have now reached another critical milestone with this product and NICE have announced that they will no longer provide or support system upgrades. What does this mean for you? Due to the scarcity of available parts, it will become increasingly difficult for Business Systems to...

This nostalgic picture of the Racal Rapidax Ranger – the first digital call recorder released by Racal Recorders in the early 90’s (91 or 92 as a best guess). While the Monitor’s editorial team has high regard for Racal Recorders there is no denying the fact that the company (up to its ears in VHS tape and Wordsafes at the time) was just a tad too traditional and the release of the Ranger was definitely on the risqué side. There is...

At Call Centre Expo, Business Systems will be demonstrating the latest modules and enhancements to NICE’s flagship solution, NICE Perform including:- Centralised VoIP recording The NICE Perform Compliance Suite, launched in July 2006 will be shown. This includes a new VoIP gateway, which by providing a centralised recording solution replaces the need to have recording units in each branch. The new solution is able to capture high volumes of interactions via IP trunks, supporting TDM, hybrid and VoIP environments. Workforce...

...A backup tape? An entire team based on the number of recorders in this picture! Well done to the Monitor's archive team for finding this lovely example of a Racal recorder-wall at Barclays' treasury room in London. Yes, they really did stack them that high and yes it did cause problems. The average tape-changer needed to be 6'4" to comfortably handle the upper decks. Although Hollywood would probably present this scene as the nerve centre of CIA monitoring operations (machines...