Brewin Dolphin Deploys Impact 360 Recording Software

Verint Systems announced that Brewin Dolphin, one of the U.K.’s largest independent private client investment managers, implemented the next-generation Impact 360 Recording software from Verint Witness Actionable Solutions.

Deployment of the new full-time recording solution serves as an extension to the company’s current use of Verint call recording technology, which was selected to support Brewin Dolphin’s front- and back-office operations across 39 regional offices.

Brewin Dolphin previously had approximately 500 Impact 360 Recording licenses in place. This implementation—secured by Verint partner Sabio—provides an additional 1,700 licenses, enabling full recording coverage for all Brewin Dolphin front- and back-office staff, irrespective of location.

“When you’re working with 130,000 different clients and managing significant funds, it’s essential to have records of all customer interactions, regardless of where and how the contact was made,” said Ian Spillett, Brewin Dolphin’s head of voice and data. “Working with Verint’s implementation partner, Sabio, we’ve been able to develop a true multi-site, full-time recording infrastructure using Impact 360 Recording. It provides the reliability and security we need to ensure our processes and management information meets the FSA’s Treating Customers Fairly obligations.”

“We wanted a recording approach that would provide complete compliance protection across our network of U.K. offices, and we were particularly impressed by the Impact 360 software based on our past experiences,” added Spillett. “Partnering with Verint in this way allows us to leverage a fully resilient solution that enables each of our regional offices to record at our central hub backed up by a regional disaster recovery center.”