The Record - Issue 19: Winter 2020

91 F I NANC I A L S E R V I C E S “Through the Microsoft 365 suite and Dynamic Signal, leaders of any financial organisation are able to reach their employees, agents, tellers, financial advisors and other key staff. Through the integration with Dynamic Signal, leaders can now unlock the ability to ‘create once, publish every-where’ (COPE) and track results across Outlook, SharePoint, Yammer and Teams. With Teams reaching 115 million daily active users, financial services employees can reach all their teammates, whether they are working from home or whether they are essential firstline workers. These firstline workers, who are the face and voice to their clients, customers, insures and policy owners, provide better customer support the more engaged they feel in their organisation and role. By having easy access to the latest financial regulations, and information on how their organisations’ latest Covid-19 procedures are being implemented, they are able to offer more value to these customers, and in turn deliver increased customer satisfaction.” Patrick Hanley Head of strategic alliances at Dynamic Signal “Microsoft Teams’ rich information-sharing capabilities help financial services staff strengthen customer relationships and remain productive regardless of physical location. From client communications to internal employee collaboration, core information sharing capabilities include sharing over video using virtual whiteboards, via screen share, file sharing in teams chat, or in a voice call that transitions into a screen share of an application. These rich-information sharing capabilities simultaneously create security, data leakage and compliance concerns around how to supervise all aspects of Microsoft Teams communications. Theta Lake provides security and compliance for modern collaboration platforms, empowering enterprises to manage compliance, data exposure, security and risk detection in what is shared, shown, spoken and typed during video, voice and chat. Theta Lake provides deep supervision and risk detection features for Microsoft Teams, allowing organisations to align their privacy, retention, and supervision requirements, empowering work- from-anywhere collaboration.” Suhail Nimji Vice president of Strategic Partnerships at Theta Lake “Delivering a superior customer experience is often the difference between losing business and gaining a competitive advantage. In this challenging environment, traditional in-person services are not available to wealth managers and financial traders seeking to help clients. It is therefore critical for financial service organisations to use tools that enable high customer satisfaction while also maintaining compliance with financial regulations. Virtually delivering an in-person equivalent experience using Microsoft Teams permits financial institutions to communicate with clients anywhere in the world, allowing for seamless continuity of service in a safe and convenient environment. To maximise the impact of productivity tools, organisations must consider how to extend them to all users, including those which are regulated. To make this technology available for use, it is imperative to ensure compliance obligations are met. One such obligation is recording all modes of communications, including voice, chat and video, which is critical to extending the use of this tool while remaining compliant.” Lee Garf General manager for compliance at NICE