KBC: A Long-term Relationship Built on Trust and Openness

KBC is a Belgian financial group that offers bank-insurance products and services for small and medium-sized enterprises in Belgium, Bulgaria, Czech Republic, Hungary, and Slovakia. To adhere to financial regulations such as MiFID, KBC records over a million calls per month.

KBC records over a million calls per month

Christoph Ruys, Product Owner at KBC, says: “Recording calls is a very sensitive matter, and we have to oblige with strict regulations. Recordings contain sensitive personal information about our customers, and if there is an information leak, we have a huge problem.” To maintain KBCs reputation and keep recordings safe, the Belgian financial group needed a recording partner they could trust. “Luware was an obvious choice because we already built a strong relationship with them and Verint in the Skype for Business world and had good experiences. Luware has all the right security measures in place so that our calls can’t get intercepted on Microsoft Teams.“

Security is at the heart of Luware Recording, which is based on Verint Financial Compliance. The solution is Microsoft certified and Luware is in the SOCII certification process, and all of Luware’s experienced Compliance Recording Engineers are certified as Verint Professionals. Yves Pauwels, Epic Owner of MS Teams at KBC says: “with the experienced and trustworthy Recording Team, we were able to create a robust compliance recording solution for Microsoft Teams. We appreciated the openness of Luware to discuss security questions and the willingness to find solutions for any concerns.” Christoph Ruys adds, “we massively profited from Luware’s close relationships with Verint and Microsoft as this helped us to tackle feature requests quickly.”

KBC and Luware’s long history meant that the migration to Teams was very smooth, as Luware was already familiar with KBC’s environment. End-users benefited from keeping the same intuitive user interface they already used with Skype for Business, which meant that no extra resources were required for training. “The project was a huge success,” says Christoph Ruys. “Now, other departments are asking us how we achieved such a smooth move to the cloud. The one thing I would recommend to anyone undertaking such a project is to start by documenting, qualifying, ranking, and prioritizing all identified risks. Then start by addressing the top 1-2 risks before systematically moving on to the others.”

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