12 February 2007 - KBC Peel Hunt,
a London-based investment bank, has implemented a
fully managed, integrated business continuity and
voice recording system from GemaTech which provides
seamless voice communication, whilst also enabling
trading floor telephone conversations to be used
as definitive court evidence in the case of dispute
resolution.
KBC Peel Hunt provides corporate advisory
and stock broking services to over 120 companies
with
a market capitalisation of between $300 million
and $10 billion. “Voice communication is
an essential part of our business processes and
continuity”, says David Flint, IT Director. “We
cannot afford a glitch in the service whatever
the cause.”
Initially, KBC Peel Hunt was looking
for a business continuity system that would instantaneously
and
seamlessly recover 100% of its incoming calls and
intelligently re-route them to alternative numbers.
However, it soon realised that further commercial
advantage could be obtained by combining a digital
voice recording module with a business continuity
solution and then extending the service throughout
the whole company including its trading floor.
FSA regulations demand that all trading floor
telephone conversations are recorded to document
customer interactions for verification and compliance
purposes, and in the case of dispute resolution,
to provide definitive court evidence.
After extensive
evaluation, KBC Peel Hunt chose a fully managed
solution from GemaTech. The Business
Continuity Manager (BCMLITE) and Secure Voice Recording
(SVRLITE) products were selected, providing a robust
and resilient solution offering the capability
to recover calls, directly configuring DDIs to
individuals and groups of individuals, whilst also
providing remote management capabilities. “Remote
management gives us more flexibility in support
terms”, says Wayne Hopwood, Voice Analyst. “Our
dealers have been known to work through the night
and it is imperative that the phone system stays
operational. Having a system that we can rely on
is crucial to our business.”
KBC Peel Hunt
is assured of continuous service because the GemaTech
host system is sited at the
local telephone exchange with a data link to both
the company offices and its disaster recovery site
as well as having independent web access. In a
disaster recovery situation re-routing of the phone
system can be achieved quickly from any remote
internet connection. Any number of pre-configured
call plans can be stored ready to be implemented
at the touch of a button.
Every incoming and outbound
call passes through the GemaTech system and is
automatically recorded,
regardless of how or where it is diverted – internally,
to an external landline or to a mobile phone. “If
an office call is diverted to a mobile or external
landline, then the call is announced so that it
can be answered appropriately, and the conversation
is recorded, no matter how many diversions or transfers
it goes through”, says Flint. Calls are recorded
onto a server with terabytes of storage, enough
Flint estimates, to last the company for five years,
even with several thousand recordings being made
each day.
“ The benefit of the GemaTech system is that
it offers continual communication and total management
flexibility. If a problem occurs with the telephone
connection calls are automatically re-routed either
on an individual DDI basis or on a company-wide
basis to mobiles or other locations, and we still
maintain the protection of call recording”,
says Flint. He also admits that the cutting edge
GemaTech technology allows him and his team to
sleep easier in their beds at night.
About
GemaTech:
GemaTech designs and develops products and solutions which deliver
telephony business continuity and secure voice recording by obviating
telecommunication failure and aiding dispute resolution respectively.
GemaTech
has over 10 years expertise in developing niche
applications for the telecommunications industry.
Founded in 1995, and headquartered in Guernsey,
GemaTech also has operations in Basingstoke,
and San Diego.
GemaTech
specialise in delivering cost effective, scaleable
solutions ensuring that organisations, large
or small, can benefit from the deployment of
gematech’s innovative technology delivering
measurable and quantifiable returns on investment.
GemaTech’s
unique business continuity products and services
are capable of ensuring the instantaneous, seamless
and total recovery of 100% of an organisation’s
incoming calls, the lifeblood of any company,
by intelligently re-directing any number of individual
DDIs to any number of alternative destinations – and
activated in seconds after an invocation.
GemaTech’s
secure voice recording product, available as
an additional module to enhance the business
continuity products, enables all re-routed calls
to be call recorded, as well as a stand alone
product delivering a number of unique features
including dual channel or “stereo” recording
of all calls, ideal for dispute resolution.
GemaTech
has customers across many vertical sectors, including
financial services, banking and insurance and
the travel industry. Some of GemaTech’s
key customers include, Travel Councellors, Regency
Mortgage Brokers, Kudos Research, Access Accounting,
Message Labs, Ultimate Insurance and Richmond
Corporate Services.
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