How to Leverage Call Recording for Regulatory Compliance?

A world of ever-increasing challenges and toughening obligations in the compliance space.


The growing imperative for call recording

Why does call recording matter?

As a result of the increased regulatory compliance concerns that cut across industries, business-level, centralized call recording has become a widespread technology with a myriad of different use cases. But what is the reason while there are many phone systems and messaging tools have a certain level of built-in capability to record and retain conversations? Besides, a lot of recording vendors in the market provide users with the ability to record certain calls on demand, for instance when monitoring agent calls in a contact center environment.

Call recording that is aimed at meeting regulatory compliance requirements is a different story. Compliance recording technology has to be able to handle an extensive amount of call traffic, conducted by a large number of regulated employees who are using a variety of communications channels and endpoints. Centralized, server-side recording procedures can help ensure that the data capture process cannot be altered at a user level or by unauthorized parties.

Data privacy concerns

What’s more, it is a fundamental requirement to not only record conversation in an automated fashion and preserve recordings and the related metadata but provide a unified framework to manage, retrieve, and secure the data as well as offer streamlined search, playback and analysis functionalities.

Given today’s tightening data privacy and data protection demands, such as under the GDPR which came into force across the EU, call recording technology must be able to provide security mechanisms to control access to, encrypt, or lock down the data to ensure it remains unalterable and auditable.

UC and messaging apps: a new challenge

With the emergence of unified communications and the latest digital messaging platforms, platforms such as Microsoft Teams and Skype for Business, or Cisco Jabber and Webex Teams have become an integral part of our day-to-day business collaboration. While multiple channels are available for users to conduct voice-based and electronic communications, such as instant messaging, VoIP, mobile voice and SMS, video conferencing, screen sharing, peer-to-peer file transfers and more, maintaining regulatory compliance across all these channels is a growing burden on businesses.

In order to avoid breaches in compliance, these new collaboration channels also have to be recorded in the very same fashion.

Keeping pace with tightening directives

The importance of call recording has been increasing especially in financial services, where strict legal boundaries dictate to capture, store and retrieve communications to avoid breaches and mitigate conduct risk. Trading floors, investment banks, healthcare organizations, government agencies and businesses that regularly communicate with customers, clients, and partners, must be aware of the risk associated with every interaction.

Today, many businesses are legally required to monitor and capture these interactions as a means of managing risk and liability. Companies must adhere to industry standards, including PCI DSS, HIPAA, Dodd-Frank and MiFID II, that were created to strengthen privacy, protect investors, secure personal data and prevent financial crime.

Monitoring the high volume of interactions that take place on a daily basis is a challenge, especially for businesses with complex architectures or multi-site operations. In order to maintain regulatory compliance with the numerous legal and internal requirements, these businesses must implement unified call recording technology that helps effectively capture, archive, manage, and analyze their most critical interactions while delivering assurance mechanisms.

Legal compliance in the finance sector

A set of financial legislation, such as Dodd-Frank, MiFID II and Sarbanes-Oxley, to only name a few, mandate call recording and records retention for banks, credit institutions, trading organizations and investment firms across the globe. In the financial services space, data capture from different channels can help:

  • monitor interactions to reduce conduct risk
  • resolve post-transaction disputes,
  • provide compliance evidence for the regulator
  • reconstruct trade events,
  • perform data analysis to spot suspicious activities
  • support quality assurance programs
  • avoid insider trading, market abuse and unethical activities

Reliability of the call recording system in place is crucial to ensure all conversations are instantly available when needed. Those failing to meet the requirements, risk non-compliance fines, serious penalties and reputational damage. Besides ensuring legal compliance, trading organizations also need conversation replay and marking capabilities to easily verify prices and volumes mentioned during a call or conference.

Comply with Confidence

Verba empowers your business with the most complete collaboration compliance platform.


Verint Verba enables your compliance excellence

Verint Verba offers a complete, holistic collaboration compliance solution for Unified Communications and Collaboration (UCC). Going beyond our traditional interaction recording foundation, the Verint Verba platform blends proactive policy enforcement, omnichannel communication capture, media archiving, speech analytics, recording assurance and advanced compliance management capabilities to resolve our customers’ UC and collaboration compliance challenges.

Verint Verba’s unified recording solution captures voice, instant messaging, video, telepresence, desktop screen, screen/application share and content share while supporting various recording methods and communications scenarios across the most complex architectures.  Verint Verba helps companies manage risk and turn a regulatory obligation into a strategic advantage.

Robust features for trusted results

Verint Verba takes an innovative approach to collaboration compliance by offering a cost-efficient, feature-rich product with proven technology. Whether you’re a small business or a multi-site organization, the Verint Verba platform is packed with flexible, innovative and secure tools to meet and exceed all your UCC compliance needs across multiple channels and devices.

Since the solution is cross-platform compatible with leading UCC, telephony and contact center solution vendors – including Microsoft, Avaya, Cisco, BroadSoft and others – it will add significant value and functionality to your existing deployment. Verint Verba offers comprehensive features to capture, store, retrieve and analyze communications of every type and through every channel, through a secure, easy-to-use web interface that is accessible anytime, anywhere. Scalable and reliable, Verint Verba ensures that you can better manage risk, confidently meet strict compliance demands and drive service efficiency.

Supporting all verticals and endless business applications

Our solutions were designed for contact centers, utility companies, financial services providers, government agencies, healthcare organizations and other market verticals, regardless of the size of their business. By continually interpreting regulatory requirements in a dynamic global landscape, Verint Verba develops breakthrough regulatory compliance solutions for businesses. All industries can leverage Verint Verba in key business applications:

  • legal compliance management,
  • quality assurance,
  • risk mitigation,
  • electronic discovery,
  • communications and content monitoring,
  • record-keeping and data storage,
  • threat handling,
  • fraud prevention,
  • speech analysis,
  • best-practice training,
  • centralized dictation,
  • conference and interview recording,
  • dispute resolution,
  • and more.