Lloyds TSB Corporate Markets
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As part of its large-scale move to new offices in the City of London, Lloyds TSB Corporate Markets, part of the UK’s 5th largest bank, has fitted the latest communication recording technology from CyberTech. The system is a fully integrated CyberTech VoIP and digital input combined Voice Recording platform, capturing calls and call data from 960 Cisco IP extensions over 4 floors, plus 270 IPC trading turret inputs on the global trading floor.
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| The request |
 | The CyberTech Pro system rose to meet Lloyds TSB Corporate Markets’ specification for a resilient, flexible and secure system, and fully integrates with its existing IT infrastructure. Nick Francis, Lloyds TSB’s Head of Trading Floor Support, Financial Markets, IT commented “We are very pleased with the CyberTech Recording solution, the ability for us to access the system from anywhere in the building via the remote administration function has made a huge difference to our ability to react quickly to any situations that may arise.” |
| The solution |
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First hand experience of the CyberTech Pro platform was gained when Lloyds TSB Corporate Markets agreed to install the recorder into its contingency centre where it was successfully shown to be a flexible, reliable solution. As a result of this successful pilot, Lloyds TSB Corporate Markets chose the system to support its telephony needs in the new premises in London. This “must have” communication recording system has come at the time when there is increasing necessity within the financial markets governed by FSA regulations to document customer interactions for verification and compliance purposes, and in the case of dispute resolution, to provide definitive court evidence. |
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| Installation |
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Lloyds TSB Corporate Markets is required to keep 12 months worth of interactions available for immediate access, together with archiving facilities for accessing older recordings. According to Associate Director, Head of Retail Sales, Financial Markets, John Ramage, his team have found the CyberTech recorder “extremely easy to use, particularly as it means you can listen to clear customer voicemails on a central recorder from multiple phones which has boosted efficiency in a busy trading environment.” |
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“One of the main benefits of the CyberTech system has been the instant retrieval and replay facility from our own workstations, which is a huge advantage to me and the team” Nick Francis |
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