Source: Activa Solutions
As part of its large-scale move to new offices in the City of London, Lloyds TSB Corporate Markets has fitted the latest communication recording technology from Activa Solutions.
The system is a fully integrated Veritel Pro Voip and digital combined voice recording platform, capturing calls and call data from 960 Cisco IP extensions over 4 floors, plus 270 IPC trading turret inputs on the global trading floor.
First hand experience of the Veritel Pro platform was gained when Lloyds TSB Corporate Markets, part of the UK's 5th largest bank, agreed to install the recorder into its contingency centre where it was successfully shown to be a flexible, reliable solution. As a result of this successful pilot, Lloyds TSB Corporate Markets chose the system to support its telephony needs in the new premises in London. This "must have" communication recording system has come at the time when there is increasing necessity within the financial markets governed by FSA regulations to document customer interactions for verification and compliance purposes, and in the case of dispute resolution, to provide definitive court evidence.
The Veritel Pro system rose to meet Lloyds TSB Corporate Markets' specification for a resilient, flexible and secure system, and fully integrates with its existing IT infrastructure. Nick Francis, Lloyds TSB's Head of Trading Floor Support, Financial Markets, IT commented "We are very pleased with the Veritel Pro recording solution, the ability for us to access the system from anywhere in the building via the remote administration function has made a huge difference to our ability to react quickly to any situations that may arise."
Lloyds TSB Corporate Markets is required to keep 12 months worth of interactions available for replay and immediate access, together with archiving facilities for accessing a library of older recordings. In the Retail Sales trading team, for example, there are 15 staff using the Veritel Pro system which records between 750 and 1050 communications per day.
Francis states that "Feedback from staff using Veritel Pro has been very positive and they have taken to the system very quickly. The inintuitive front end has enabled our users to take a proactive approach to retrieving and replaying their own communications recordings on a frequent basis for their own verification purposes."
According to Associate Director, Head of Retail Sales, Financial Markets, John Ramage, his team have found the Veritel recorder "extremely easy to use, particularly as it means you can listen to clear customer voicemails on a central recorder from multiple phones which has boosted efficiency in a busy trading environment."
Nick Francis commented "When we decided to implement the Veritel Pro recording platform, it was important to us to know that Activa would be a committed partner, in particular to ensure ongoing support as well as an overall willingness to develop the system alongside the growing needs of our business. We look forward to our continuing business relationship."