Brewin Dolphin, one of the UK's largest independent private client investment managers, is implementing the Impact 360 call recording software from Verint Witness Actionable Solutions to enhance its resilience and compliance with the FSA's Treating Customers Fairly (TCF) guidelines. The solution, installed by Verint's partners Sabio, will support Brewin's multi-site contact centre and back-office operations in adhering to the latest Financial Services Authority TCF recording rules, which stipulate that all customer-related calls from any handset across the organisation have to be kept.

Deployment of the new full-time recording solution serves as an extension to Brewin Dolphin's current use of Verint call recording technology, which was previously specified to support the investment manager's front- and back-office operations across 39 UK regional offices, including its major centres in London, Newcastle and Edinburgh. The extension of the recording facility so that it covers all calls irrespective of the location, improves the backup and recovery capabilities of the firm, as well as ensuring FSA TCF compliance.

Brewin Dolphin previously had approximately 500 Impact 360 Recording licences in place. This Q3 implementation, secured by Verint partner Sabio, provides an additional 1,700 licences, enabling full recording coverage for all Brewin Dolphin front and back-office staff, regardless of where they are housed or if they are moving between offices.

"When you're working with 130,000 different clients and managing significant funds, it's essential to have records of all customer interactions, regardless of where and how the contact was made," comments Ian Spillett, Brewin Dolphin's head of voice and data. "Working with Verint's implementation partner, Sabio, we've been able to develop a true multi-site, full-time recording infrastructure using the Impact 360 recording solution. It provides the reliability and security we need to ensure our processes and management information meets the FSA's Treating Customers Fairly obligations."

"We wanted a recording approach that would provide complete compliance protection across our network of UK offices, and we were particularly impressed by the Impact 360 software based on our past experiences," adds Spillett. "Partnering with Verint in this way allows us to leverage a fully resilient solution that enables each of our regional offices to record at our central hub, backed up by a regional disaster recovery centre."

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