Contact Center Solutions Featured Article

Aspect, CallMiner Come Together to Provide Compliance

February 27, 2018

Compliance is a key component in a sound customer service strategy. Spanning the contact center to the CEO’s desk, regulations like MiFID II and GDPR put the consumer first. And the companies embracing this reality are those well positioned to thrive in the coming years, while others will face more than lofty fines.

This week, two titans of the contact center space announced a new partnership in the name of MiFID II compliance. Aspect Software and CallMiner unveiled a joint solution to aid in identifying, measuring and mitigating risk in an omnichannel environment for financial institutions.

Stephen Ball, Aspect’s Senior VP Europe & Africa, notes, “Our expertise in the financial sector and our market leadership in customer interaction management means Aspect possesses a unique understanding in helping financial services companies address the new MiFID II regulations. We are thrilled to be collaborating with our longtime partner CallMiner on this innovative solution. Our partnership will help our joint customers successfully navigate these new rules, further secure the safety of their end user customer data and help strengthen the bond of trust with their customers.”

The joint solution will analyze and detect any questionable activity regarding calls, texts, web chats or emails. The solution collects data from multiple systems to create a comprehensive, easily digestible display of transaction records, providing a view of operations across a seven-year period, and able to offer banker, product, caller ID info & more to demonstrate operational compliance.

CallMiner Eureka General Manager UK Frank Sherlock explained, “Our approach avoids the time and costs associated with manual quality sampling and provides a holistic, automated MiFID II QA framework. The same engagement analytics solution can also be used to identify trends, process inefficiencies and recognize opportunities to improve the customer experience, as well as help with MIFID II compliance.”

The contact center is a bastion of innovation, as today it is required to be more than a customer service hub; it is at the heart of operations. And, if it’s not already, compliance must be in your sites.

Is your contact center in compliance with MiFID II?

Edited by Mandi Nowitz