By Sarah Gain
An international bank installs a bulk recording solution in multiple locations to protect its customers’ privacy.
International banking firm, BSI SA, has signed an agreement with ASC, a provider of communications recording and monitoring solutions for contact centres, financial institutions, and public safety and government organisations, for the Marathon Evolution recording solution throughout Switzerland. The installation will be completed next month.
Marketed by Swisscom Solutions AG, a key ASC partner, the system provides for local recording with centralised archiving and administration at the bank headquarters in Lugano, Switzerland. It will be used to record all customer interactions except for confidential communications, omitted through the selection of a ‘private’ button on the phone set.
Initially, the product will be used by 236 agents in eight locations and will be adapted to handle different IT and PABX environments at each site including Cisco, Siemens HiPath Trading and the Meridian Network. Direct subsidiaries and partners of BSI may be added later. Gerd Junker, director of sales at ASC, says, "The flexibility of ASC solutions in multiple environments means it may be adapted for future needs as well. And our 40-year track record ensures long-term technical support. Thus, ASC products represent a cost-saving investment as well as an immediate solution."
Marathon Evolution records incoming messages by phone, e-mail, voice over internet protocol (VoIP) or screen pop. Private calls are protected through an advanced ‘black and white’ list. The product provides free-seating access with an DVD or AIT for archives available as options. Tiziano Rolando, first vice president of information systems for BSI, notes, "Our trading and investment activities require a different focus at each office. Connectivity and delete functions allow us to adapt an overall solution instead of installing separate systems at each branch. We get the best of both worlds, bulk recording with selective options."
ASC's recording solution at the BSI head office is integrated with other branches in Switzerland, in Bellinzona, Chiasso, Geneva, Lausanne, Locarno, St. Moritz and Zurich. A VoIP recording system for Mitel 3000 will be provided for the Guernsey (Great Britain) branch, and an affiliate in the Generali Group, Thalia SA, will be added as well.
The installation may be easily extended to BSI's existing foreign branches in Nassau, London, Singapore and Milan as well as future locations and affiliates.Some locations will use standalone systems or the lower-end product, Marathon Evolite, with overnight transfer of conversations to the centralised Marathon Evolution as a thin IAS (interaction server).