ABN-AMRO front.ai - Business Systems

Case Study
ABN AMRO invests in Red Box Recorders
and Business Systems Managed Service
“In terms of service and support
Lucy Harris from Atkins, presents at the
Business Systems Annual Conference
from both Business Systems
and Red Box, the engineers
have been very helpful and
the system was installed
over the course of a
weekend.”
Will Barratt,
Network Voice Analyst,
ABN AMRO UK Branch
Following a merger with Fortis, ABN AMRO had an opportunity to upgrade
their recording technology opting for a voice recording system made on
the basis of simplicity of use, good customer references and a strong
support capability ensuring the Bank can apply robust maintenance in
any future ventures.
Business Systems works with a number of
trusted and proven suppliers of call recording
systems and have established a very strong
partnership with Red Box Recorders, whom
have a proven track record of delivering secure,
cost effective and compliant recording
solutions in the financial market place. Jointly
Business Systems and Red Box Recorders put
forward a competitive proposal to supply a call
recording solution capable of recording both
TDM and VoIP and supporting some 250 users
across the UK, comprising of dealers and back
office staff focused on clearing trades.
Recording primarily for compliance and
meeting FSA regulation as well as resolving
discrepancies on trades and executions,
0800 458 2988
the system had to integrate with Etrali Mach 3D
turrets and Cisco IP Phones. Will Barratt,
Network Voice Analyst at ABN AMRO UK Branch
commented ‘as a bank who operates within a
VoIP environment, the simplicity and cost of the
Red Box solution was a key driver in selecting the
system as was the ease with which it integrated
into our existing telephony infrastructure. With no
bespoke hardware, we find the solution easy to use
and manage.’
In total, loggers have been deployed in a
distributed solution across three sites.
The trading floor system records the two Etrali
dealerboard systems, located at either data
centres via three trunk-side recorders and one
media server to manage the playback of the calls.
Case Study
About
Business Systems UK Ltd
Business Systems is the UK’s largest
independent provider of market leading
call recording solutions and associated
voice and speech technologies such as
quality monitoring, analytics, workforce
management and customer feedback.
The company offers unbiased advice on the
‘best fit’ solution from industry leading
manufacturers accompanied by fully
project managed implementation,
consultancy and maintenance services.
The Cisco CUCM is recorded by a 200 channel
active VOIP recorder, which has a redundant
recorder at the head office. Legal requirement
dictates that calls need to be stored for a period of
6 months and a networked SAN storage device
has been deployed to accommodate this and
support easy search and retrieval of recordings. A
Network Attached Storage (NAS) compression
tool has since been added to the solution to
compress VoIP recordings, freeing up more
storage space and significantly reducing storage
costs for ABN AMRO’s recordings.
Key features of the Red Box Recorder installation
includes stereo recording on the Cisco CUCM to
ensure that both parts of trade or conversation
can be clearly and separately understood. In
addition, the ease with which new users can be
added to the system has meant that as soon as a
telephone is connected the Red Box recording
application automatically finds the user and starts
recording. The intuitive web based search and
replay application has led to straightforward and
accessible recordings from virtually any location,
subject to security and privilege rights of the user.
Will Barratt added ‘a key feature of the solution
deployed was the ability to ‘actively record’ rather
than passively record via SPAN, providing a more
versatile and simple system to use and manage.’
A key part of the investment was the ability to
provide the recording solution on a managed
service basis meaning that the recording system
is fully maintained on behalf of the bank by
Business Systems and Red Box. As part of the
managed service offering Business Systems
provides daily remote checks and monitoring of
the system as well as extended business hours
support.
According to Will Barratt ‘In terms of service and
support from both Business Systems and Red Box,
the engineers have been very helpful and the
system was installed over the course of a weekend.
We opted for a managed service approach as it
was a newly deployed system and with just one
voice engineer supporting the requirements of the
UK user base it was important to have remote
assistance with regards to faults and testing, for
proactive monitoring and maintenance .’
0800 458 2988
Professional services include assistance in
implementing quality monitoring and
advanced analytics programmes or
enhancing existing ones whilst setting up
measurable objectives to ensure a
speedy ROI.
Business Systems services and maintains
tens of thousands of channels in the largest
call recording installations across call
centres throughout the UK and in over 1/3
of London’s Financial Institutions.
All professional services are offered directly
from in-house service personnel certified
by various partners including NICE systems
and Red Box Recorders. Business Systems is
also ISO 9001: 2008 accredited ensuring all
services delivered are of the highest quality.
Business Systems (UK) Limited
462 London Road, Isleworth
Middlesex, TW7 4ED
Tel: 0800 458 2988
Fax: 020 8326 8400
www.businesssystemsuk.co.uk