Case Study: Leading Bank in Asia achieves zero recording losses and real-time compliance with NICE Systems

Proactively enhancing compliance through automation

Our client is a leading bank headquartered in Singapore with more than 500 offices across Asia Pacific, Western Europe and North America. The bank needed to ensure comprehensive monitoring and evidence retention for call-center interactions, private-banking relationship managers and internal calls, but its legacy recording platform left agents unable to verify whether calls were being recorded. The bank therefore sought a technology refresh to achieve zero recording losses and provide real-time recording-status notifications via desktop (Cisco Jabber), Cisco IP phones and post-call email alerts.

The bank deployed NICE Engage and more than 3,500 licenses of NICE Compliance Center, using IntelliAgent for desktop alerts, the Connect API to power a visual indicator on Cisco IP phones, and automated post-call email notifications for any packet-loss events. The solution gives agents immediate visibility into recording health—especially valuable for remote workers—enabling rapid corrective action, strengthening compliance and evidence integrity, and is now being rolled out across the business for more efficient call recording and monitoring.