There is still a lot of confusion surrounding what constitutes a PCI compliant call recording solution. As an independent provider of a number of PCI compliant solutions we are in a unique position to be able to review and assess the individual requirements of our customers and identify a compliant solution best matched to budget and need. Thanks to the recent addition of a hosted PCI payment solution to our portfolio in some cases there is no need to invest in a brand new call recording system to achieve compliance. Working with your existing call recorder it gives you the option to either automate customer payments via touchtone keypad without agent interaction or allows an advisor to trigger the payment process mid-call. Callers are prompted to enter credit card details using touch tone keypad but the DTMF is supressed so it is not audible to the agent or call recording system. Many organisations we have spoken to in the past have either held back on investing in call recording because of PCI implications or choose to operate in a non-compliant way. With more cost effective and easy to implement methods of achieving compliance today, there is no longer any real excuse for holding back and not meeting obligations. If you want to find out more on how Business Systems can help you ensure compliance, feel free to contact us: 0800 458 2988, [email protected]. Written by: Business Systems UK
Blog 19 August, 2026 WhatsApp Compliance in Financial Services WhatsApp compliance in financial services: why a ban is no longer enough For years, the standard answer to WhatsApp in regulated firms was simple: ban it. Write a policy prohibiting business communication on personal messaging apps, ask staff to sign it, and move on. That approach has now failed publicly, repeatedly and expensively. In 2024,
Blog 18 August, 2026 MiFID II Call Recording Requirements in 2026 MiFID II call recording in 2026: from sampled playback to full surveillance When the Markets in Financial Instruments Directive II came into force in 2018, most firms treated the recording obligation as a technology procurement exercise. Buy a recording platform, switch it on for the trading floor, tick the box. Nearly a decade on, recording
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Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
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Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,