Joe Norburn, CEO
Throughout the global finance industry, stakeholders are facing complex regulatory norms. For instance, compiling data to assess the build−up of systemic risk and identifying bad actors in financial markets has become a regulator’s key role. The amount of data that they receive and must evaluate is rather daunting. It requires significant resources and the ability to analyse high volumes of data to respond to market events promptly. To meet the regulators’ expectations, organisations must store, access, and process data on a scale that has never been anticipated before.
Well−positioned to address the needs of the finance industry and the regulators is Recordsure, a firm that helps regulated organisations improve compliance, customer care and culture. Recordsure utilises sophisticated AI technology that reviews customer interaction data with human−level intelligence and machine−powered capabilities. Refined over years of research, the London and Leeds based company has developed some of the world’s most advanced tools to collect, segment and analyse customer interaction data with precision. In short, Recordsure’s bespoke analytics and automation tools gather valuable data across all customer touchpoints, organise it at scale and draw ground−breaking insights to improve compliance and customer care in regulated environments. This solution is based on searching less and seeing more, taking the clients straight to the needle in the haystack and allowing organisations to invest their time in valuable activities rather than administrative chores.
Recordsure developed something genuinely remarkable, that isn't limited just to technology. The company combines regulatory expertise along with the technical know−how to develop leading−edge technologies specifically for the financial services domain. “We help financial services organisations understand and optimise their customer interactions using cutting−edge artificial intelligence, data analysis and conduct risk expertise,” says Joe Norburn, the CEO at Recordsure.
The company was founded by Joanne Smith in 2012 after she had witnessed the challenges faced by banks and financial services firms in the wake of the financial crisis. Firms were faced with the challenge of incomplete audit trails, no way to review customer interactions at scale and huge compliance risks.
Recordsure provides market-leading intelligent voice and document analytics solutions for regulated industries. Our supreme speech and document analytic tools use cutting-edge AI technologies to deliver regulatory compliance, manage risks and drive better customer outcomes
That was when Joanne realised that there was no effective solution to resolve these issues which drove her to develop Recordsure solution, to help financial organisations improve performance and culture by providing actionable insights from customer interactions on a scalable basis. Recordsure instrumented a highly effective, efficient and customer−centric AI−driven RegTech solution, underpinned by an understanding of clients’ difficulties to adapt to the latest trends and help them transform their business accordingly.
Illustrating the prowess of Recordsure’s solution, Joe Norburn shares an instance where the company worked in close partnership with a large Retail Bank that had a requirement to record and analyse all face−to−face conversations across the sale of a mortgage. The client engaged Recordsure to create a face−to−face recording solution of the highest possible quality and security standards with an analytical platform capable of processing their conversation data at scale. This highly intelligent solution was to flag risks, drive sales and improve staff training with the ultimate goal of delivering better customer outcomes across both telephony and face−to− face conversations.
Recordsure provided the client with a comprehensive and consistent method of monitoring the sales process and adviser conduct across all customer contact points. The integrated telephony−captured recordings and the face−to−face in−branch recordings via the Recordsure Capture App were analysed by Recordsure’s proprietary state−of−the−art speech analytics solution to give a holistic view of the mortgage sale process. Recordsure’s solution also facilitated training sessions supported by an interactive educational guide that took users on a journey to embrace the benefits of the offering. “All in all, the Recordsure Voice product benefited our client and enabled them to demonstrate their commitment to mortgage customers by improving advice standards, ensuring appropriate customer outcomes and improving the customer experience,” comments Joe Norburn.
Owing to many such success stories, Recordsure is recognised as one of the most prominent players in the RegTech market, serving a diverse range of clients across an array of industries. In partnership with sister company TCC, the company is now on a drive to redefine customer care and raise the bar for what regulators, organisations and consumers should expect as the new standard.