CASE STUDY
European Central Bank achieves compliance excellence and operational efficiency with Soft-ex’s UC Analyser
European Central Bank
About the ECB
The European Central Bank is the central component of the Eurosystem and the European System of Central Banks, as well as one of seven institutions of the European Union. It is one of the world’s most important central banks, with a balance sheet total of around €7 trillion.
The Challenge
Operating in a highly regulated industry like banking requires ECB to be audit-ready at all times, with a comprehensive incident response strategy in place to best prepare for market disruptions. However, its legacy systems lacked the ability to capture full audit trails of customer communications, leaving the team unable to access historical data in real-time to enable the bank to identify, collate and process call logs at pace. Inefficient reporting was also straining resources, as it was dependent on manual report generation.
A lack of real-time notifications of emergency calls left ECB with limited visibility over critical calls, meaning time-to-action was not as efficient and effective as it could be. This impacted intra-departmental communication and the institution’s ability to focus resource on other operational aspects.
The Solution
The European Central Bank, through our partner BT, deployed Soft-ex’s UC Analyser to enable real-time tracking and recording of all Microsoft Teams voice calls so that data can be accessed quickly to improve audit readiness and facilitate faster incident response. Automated Emergency Alert systems were implemented, providing ECB with the assurance of instant notifications when emergency calls were made. Soft-ex also removed ECB’s reliance on manual reporting and integrated automation via self-service reporting functionalities.
The Result
With Soft-ex, ECB became fully equipped to handle the regulatory requirements of the future, while gaining operational efficiency in the process.
Results included:
The ability to store and access up to 13 months of historical call data
Automated Emergency Alerts reduced risk and decreased time-to-action
Self-service reporting stripped back resources spent on manual reporting processes
UC Analyser has given us complete control over our voice communications. We now have the tools to ensure compliance, investigate incidents quickly, and enhance our operational efficiency.
