Communications Analytics

Communication has undergone fundamental changes in the financial sector. For a long time, the focus used to be around the ‘trade’, a one-to-one conversation. Due to increased regulation, however, the requirement has expanded to any communications that might lead to a trade. As a result, conference calls and persistent chat interactions — a linkage of communications between parties over a period of time — have become increasingly prevalent.

All these changes are posing increasing challenges to financial firms, as well as their surveillance team and compliance solutions. With the expanded scope and size, these challenges can’t be overcome by simply implementing basic capture and analytics tools. AI is fundamental to keeping up with the evolution in technology.

In addition, there’s also the aspect of domain-specific languages. The financial sector has always been notorious for its distinctive, special ‘dialect’, which makes turning captured voice interactions into actionable insights all the more difficult. To add to the complexity, trade-related conversations are often multilingual, which is a feature that basic speech offerings aren’t equipped to handle.

And in an industry where non-compliance is sanctioned with billions of dollars in fines every year, regular compliance tools just aren’t enough. The solution you choose needs to be prepared to understand ‘trading floor talk’, otherwise mistakes or instances of misconduct can slip through the cracks. And they can cost you.

Learn more about common voice challenges in financial compliance from our eBook.

Turning voice conversations into actionable information starts with best-in-class language recognition and transcription. Verint Communications Analytics can identify over 30 languages and transcribe the conversation while automatically switching between the languages as the call progresses, also known as code-switching.

Although the solution comes ready for the special language of the trading floor with high levels of accuracy, it can easily be further tuned to improve word error rates (WER) and better understand any company’s own specific terms and lingo quickly and easily.

Read the datasheet to learn more about our solution.

Maintaining full compliance with applicable regulations is vital, but it’s also becoming increasingly complex. However, smart data insight capabilities can help you navigate this daunting task with confidence.

Based on our class-leading diarization, our Speech Identity feature uses anonymized biometric techniques to identify speakers and securely store their data in a database for future reference. This can help detect and link possible cases of misconduct, such as unknown parties communicating through multiple channels, on conference calls, or unauthorized use of turrets.

The solution can also identify positive and negative experiences and trends of each speaker in the conversation and map the changes in sentiment to the individual topics.

Want to know more about how AI can supercharge and futureproof your compliance processes?

With Verint Financial Compliance, you get all these Communications Analytics capabilities and Insights in one place. You’ll be able to manage the entire workflow on an intuitive interface, which gives you a holistic, single-pane-of-glass view of all communications, including those from external resources.

This helps compliance officers gain a better understanding of each interaction and detect possible breaches of compliance more efficiently.