Case Study: Kvika Bank improves compliance with Crayon’s Microsoft Teams call recording solution

Kvika and Crayon take the call with automated compliance recording for Microsoft Teams

Kvika Bank, an Icelandic financial institution, faced the challenge of ensuring strict compliance with national financial regulations by manually recording all customer calls made through Microsoft Teams. Their reliance on employee-triggered recordings was inefficient and introduced significant risk of human error and compliance gaps. They partnered with Crayon and its Sensa team to find an automated solution.

Crayon developed a Managed Compliance Recording add-in for Microsoft Teams, built on Microsoft Azure and Verint technology, to automatically record all calls without user intervention. The solution ensured compliance, provided a resource for employee training and welfare, and shielded the bank from potential legal repercussions. Crayon continues to work with Kvika to enhance the system, exploring future integrations like AI-powered voice analytics.

Kvika Bank

Jóhannes Páll Friðriksson

Information Technology Team Leader