Empowering Operational Excellence in a Regulated Environment with Luware Nimbus & Luware Recording
SIX streamlined call management and compliance recording with the help of both Luware Nimbus and Luware Recording. This resulted in greater efficiency, flexibility, and long-term compliance, showcasing the impact the right technology can have in highly regulated environments.
At a glance: SIX's success with Luware Nimbus & Luware Recording
| Customer |
Challenge |
Results |
| With more than 4,000 employees worldwide, SIX operates the infrastructure for the Swiss and Spanish financial centers, catering to a broad international client base. They provide services in the exchange, securities, financial information as well as the payments business. |
SIX faced inefficiencies due to manual, admin-driven user provisioning and reporting processes. After the migration from their old telephony solution to Skype for Business, integration issues with their existing recording system revealed the need for a certified solution. At the same time, Skype for Business had reached end-of-life, and strict legal requirements demanded secure retention of call recordings over a period of up to ten years.
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Increased efficiency as owners now manages memberships independently, and reporting is fully self-service. Compliance recordings were seamlessly migrated from on-premises to the cloud, while automation and simplified provisioning have significantly cut costs and saved time.
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| Monthly sessions (avg.) |
Migrated users |
Tickets raised a year (avg.) |
No. of services |
Staggered migration over |
| 117,678 |
1,380 Nimbus
281 Recording
|
8 |
609 |
1 year |
The challenge
SIX plays a foundational role in the financial infrastructure of two major financial markets. With services spanning securities, trading, financial information, and payments, SIX is mission-critical to countless institutions globally. The complexity of their operations is mirrored in their communications needs: secure, compliant, and highly efficient systems for managing internal and customer interactions.
Their existing telephony and call center setup with Alcatel was beginning to show its limitations. Manual processes for provisioning users to ring groups were cumbersome and inefficient, with reporting requiring dedicated admin resources, often delaying insights. After having migrated to Skype for Business, they encountered integrational difficulties with their existing call recording tool from NICE. Soon after, Skype for Business reached end of life in January 2024.
Moving on to Microsoft Teams, SIX quickly needed another solution capable of upholding their many legal requirements, one that was certified and reliable. Their goals were clear:
- Empower business units with more autonomy for increased efficiency
- Reduce operational IT overhead
- Migrate to a scalable, cloud-based recording system that meets legal and audit requirements
The solution
More efficiency with Luware Nimbus
Having worked with Luware for many years, SIX felt confident continuing to rely on their solutions for call routing and therefore adopted Luware Nimbus. In doing so, they leveraged the familiar architecture and functionality of the Luware tools they had previously used in their on-premises telephony setup, Luware TeamManager and LUCS.
One key feature of Luware Nimbus is the integration with Microsoft Teams, which enabled a major shift: Ring group owners can now manage access independently. This self-service approach significantly improved efficiency and flexibility.
Additionally, Luware Nimbus's built-in reporting console enabled real-time data analysis, eliminating bottlenecks caused by the previous reliance on system administrators for reporting tasks.
Ensuring data continuity and auditability with Luware Recording
When it came to compliance recording, SIX was already using the Verba Verint on-premises solution and wanted to continue doing so, which lead them to discover Luware Recording.
The logical upgrade path from Verba to Luware Recording was not the only reason for implementing the cloud-native compliance recording solution, however. The decision was also driven by the following key requirements:
- Ownership of data: It was integral that the new solution allowed SIX to control and encrypt their data themselves.
- Seamless integration with existing systems: SIX especially appreciated the out-of-the-box integration with Azure, enabling seamless connection with their existing entitlement provisioning system.
- A reliable archive: Being legally required to keep recorded calls for up to 10 years, SIX was looking for a hassle-free archiving system.
- Easy legacy migration: Notably of the on-premises Verba archive to the Luware Recording cloud archive, without any loss of data.
- Advanced search capabilities: SIX was looking to keep the search capabilities they had appreciated using Verba.
The onboarding for Luware Recording was perceived as well-prepared and collaborative, although SIX noted some unexpected complexity in setting up Blob Storage under tight security controls. These hurdles were overcome with Luware’s support, further reinforcing the strength of the partnership.
The results
With both Luware Nimbus and Luware Recording fully deployed, SIX has seen measurable improvements across operations, compliance, and user satisfaction.
- Autonomy & efficiency: Ring group owners now handle their own group memberships, reducing administrative overhead significantly while improving responsiveness.
- Insightful reporting: Real-time visibility into call metrics empowers teams to make smarter decisions, faster—without relying on IT.
- Compliance confidence: Luware Recording helps ensure all legal obligations are met, with secure, long-term storage and audit logging.
- A tailored contact center recording setup: More granular configurations and greater flexibility to meet specific business needs.
- Secure migration: Legacy recordings were migrated from Verba to the Luware Recording cloud archive, future-proofing the compliance infrastructure, with the capability of even searching for old calls in the Luware Recording platform.
- Collaboration at its best: Panarese describes the working relationship with Luware as “based on trust, and almost comradely”—a rare endorsement that speaks volumes.
While quantitative KPIs are still being collected post-migration, the qualitative benefits are already significant: streamlined workflows, better user experiences, and enhanced compliance postures.
Ready for future challenges
As SIX continues to evolve its infrastructure and move more services to the cloud, Luware Nimbus and Luware Recording are seen as strategic pillars in that transformation. There's growing confidence internally that with Luware as a partner, future upgrades and expansions will not only be manageable but beneficial.
Further integrations are being explored to increase automation and deepen AI-powered analytics capabilities, especially in the areas of workforce optimization, advanced compliance reporting, and overall improvement of business operations. With a scalable architecture in place, SIX is well-positioned to handle tomorrow’s challenges today.
