Compliance Recording for the Banking Sector

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In today’s heavily regulated business environment, financial institutions are tasked with complying with a variety of laws and requirements to remain insured and avoid costly penalties.

The Challenges

  • There was a critical need to uphold the bank’s reputation while leading the market with compliant and scalable solutions that met regulatory requirements and avoided scrutiny.
  • A lack of suitable training for new recruits.
  • A disconnection in transmission between on the ground, hands-on customer voice communication and the senior management team.

The Solution

AtComm completed the task of implementing the Nice Advanced Recording Platform, enabling the bank to become compliant with regulatory requirements. This successful solution was packaged to include; treasury, credit card and trading operations into the bank’s customer offering.

With a dedicated complaints management workflow, record collection and case management capabilities, the bank can now handle complex enquiries in the most efficient and compliant manner.

Solution Outcomes

  • Improved customer service and retention.
  • Intuitive user interface, leading to reduced employee training times.
  • Informed response handling, tailored to grow revenue streams by offering relevant cross-sell and upsell opportunities.
  • A scalable and robust platform that meets local and international compliance requirements.
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