Insights
Analysis & Perspectives
How to prepare your team for new voice analytics and automation implementation
Introducing automation successfully means addressing staff concerns, focusing technology on supportive tasks, communicating clearly and piloting with small teams before wider rollout.
Do voice analytics and automation have a place in complex sectors?
Automation is most useful in complex sectors when it supports specialists rather than replacing them. Voice analytics can organise interactions, find relevant details and highlight risks across conversations.
How should CMCs prepare for the FCA’s proposed rules on conversation recording?
The FCA proposed new rules for claims management companies, including recording all customer calls and storing audio for at least 12 months. Mark Braddock explains why the focus on telephony is expected and how firms can prepare.
From Skynet to Siri: the evolution of AI and voice integrated tools
Public perceptions of AI have shifted from science-fiction anxiety towards everyday voice assistants. Voice recording and analytics are increasingly useful for businesses, while human review remains important where qualitative decisions are needed.
RegTech and identifying the need for change
As technology and customer expectations move quickly, financial services firms need to identify entrenched process weaknesses and adopt RegTech where it improves oversight.
Female Founders Trade Mission – the what, the who, the where, the why
What the Female Founders Trade Mission involves, who is taking part, when it happens and why international knowledge sharing matters for women-led technology firms.
Firms behind the curve in purchasing technology to comply with MiFID II
Many firms still needed technology to evidence MiFID II compliance, particularly for face-to-face, field-based and telephone advice where monitoring expectations were less clear.
Customer experience is critical for business success
Customer experience matters because products and pricing may not be enough to differentiate financial services firms. Loyalty, reputation and operational reliability all depend on experiences that meet customer expectations.
Recordsure Demo: see it in action
The Recordsure demonstration gives a quick overview of the platform’s key components and how its capabilities work in practice.
6 Top Tips for Choosing the Perfect RegTech Solution
A RegTech selection process should involve the right teams, test different providers and prove value before major technology investment.
Introducing Recordsure!
Recordsure helps organisations make business conversations count by turning them into insight that supports their needs.
Is AI really putting jobs at risk?
AI changes tasks and job categories in financial services, but innovation still depends on people and on human expertise steering technology.
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News
The latest announcements, regulatory developments and company updates.
Analysis & Perspectives
In-depth analysis on regulation, AI, oversight and customer outcomes for regulated firms.
Case studies
Proven outcomes in practice
Major UK retail bank
Improving oversight and QA across mortgage advice
Read case study: Improving oversight and QA across mortgage advice
Major UK Tier 1 bank
Improving QA oversight and reporting across business banking conversations
Read case study: Improving QA oversight and reporting across business banking conversations
Government Department — UK
Digitalising interview recording to reduce cost and improve efficiency.
Read case study: Digitalising interview recording to reduce cost and improve efficiency.