Voice Recording
Our client is headquartered in London, and is one of the largest financial services and banking organisations in the world. Their network comprises 7,500 offices in almost 90 countries, and territories in Europe, APAC, the America’s, the Middle East and Africa. Our client provides a comprehensive range of financial services to almost 100 million customers through 4 global businesses, and delivered revenues of $68 billion in 2010.
Our client provides a range of corporate banking, private bank, fund administration and insurance services through a centralised regional operation encompassing almost 1,000 people.
In 2009, our client consolidated from multiple sites into a single, centralised, regional operation. Capstone was awarded the contract to design, deploy and ultimately support the Verint compliance call-recording application. Capstone now provides Support and Managed Services on a 24x7x365 basis, including fault management, helpdesk services, remote system monitoring, change requests and advice, onsite engineering services and manufacturer.
As part of the compliance project, Capstone developed integration with the client’s existing Nortel voice and ACD platform, to enable full CTI. This multi-vendor environment requires strong service engagement between the respective parties to allow for rapid fault diagnosis and resolution.
