The Record - Issue 19: Winter 2020

92 www. t e c h n o l o g y r e c o r d . c om “With the Covid-19 crisis, financial services industry employees had to quickly adapt to new ways of collaborating and serving customers. Consequently, the adoption of collaboration platforms, such as Microsoft 365, has accelerated. Leaders are eager to further digitise employee and customer experiences with automation technologies such as Microsoft Power Platform technology. For example, manual customer support processes can be digitised cost-effectively with Microsoft Power Platform workflows that integrate natively with the Microsoft 365 collaboration platform and analytics capabilities leveraging artificial intelligence and machine learning. Aging portfolios of disconnected small customer applications can be re- platformed cost-effectively to enhance employee productivity and drive customer satisfaction. Meanwhile, customer facing end-user computing, which has historically posed regulatory risks, can be re-platformed to establish proper IT controls, empower the citizen developer, and increase trust with customers.” Aristide Toundzi Customer digital technology, financial services at EY “Processes at banks start with a digital document and end with a digital document. This trend has accelerated in recent months. Each touch point must be intuitive and easy for banking customers. Adobe recently commissioned Forrester Consulting to conduct a global survey and identified that digitising document processes are a top priority for financial services firms – with 68 per cent considering them essential – making it a business necessity for years to come. This is an opportunity to rethink your processes and make them better. In fact, it is about doing more with the popular applications you are already using in the financial services industry. As an example, London-based TSB Bank uses Adobe Sign government ID verification with Microsoft Power Automate that quickly and securely automates how they verify identities. The human touch is not lost either: digital document review and signing directly in Microsoft Teams allows you to keep the human contact, while the entire process is fully transparent, auditable, compliant and secure.” Natalie Myshkina Head of banking, insurance and broader financial services strategic development for Adobe Document Cloud Katrin Henkel President at ASC Americas “As a result of Covid-19 and home office initiatives, the demand for Microsoft Teams Compliance Recording in line with regulations such as the Dodd-Frank Act, MiFID II and individual company policy requirements has increased substantially. This means that financial institutions are required to record certain conversations in Teams and archive them securely for the required time period. ASC Recording Insights is the only existing native app integrated in Teams that captures and stores all communication in Microsoft Azure, allowing financial service companies of any size to comply with legal requirements, to work efficiently on a stable platform and also ensuring high customer support quality even when working remotely. Using speech services, natural language processing and emotion detection, the app analyses all recorded communication and turns it into valuable knowledge thus enabling a proactive approach to compliance management. It automatically transcribes, categorises, extracts and tags all recorded communication, and translates them into multiple languages.” F E ATUR E