Case Study: Finansbank achieves reliable call recording across 680 branches with ZOOM International

Six hundred and eighty branches recorded in SRST mode!

Finansbank, a major retail bank in Turkey using Cisco UCCE for its contact center, needed a call recording system to meet legal obligations across its headquarters and 680 branches. ZOOM International’s CallREC was first deployed for about 800 sales extensions, but after a successful test, Finansbank expanded the project to cover roughly 9,000 users and record all employee calls, including in SRST mode if branch connections to the data center were lost.

ZOOM International implemented a distributed recording solution with local servers in all 680 branches, minimizing WAN traffic and ensuring reliable recording on customer-specified hardware. ZOOM also centralized UCCE data matching, call search, and access control, resulting in reliable recording across the network, centralized playback for all users, and supervisor search capability across about 235,000 daily recordings to help improve first contact resolution.

Finansbank

Bulent Kargin

Consulting Designer