Williams de Broë, a UK wealth management firm, needed to implement mobile call recording to comply with new FCA regulations. They selected Cognia Cloud's mobile recording solution to meet the requirements. Cognia Cloud allowed Williams de Broë to remotely record mobile calls and texts across its seven regional offices without changing devices or airtime providers. The solution provided reliable recording regardless of user location and was easily managed through a secure web console.

1. Cognia Cloud
selected for
compliant mobile
recording
Casestudy
The company
Part of Investec plc, Williams de Broë is one of the UK's leading wealth
management firms managing over £7 billion assets under management.
Headquartered in London, it serves its clients via a national network of
regional offices.
About the FCA and
Dodd-Frank mobile
recording requirements
On 14th November 2011, the FSA’s
Policy Statement 10/17, “Taping of
Mobile Phones” came into force. As a
result, firms operating in the capital
markets—investment firms including
banks, stockbrokers, investment
managers, and financial and
commodity derivatives firms— must
record all transaction-related
communications that take place on
business-issued mobile phones. Prior
to then, only fixed-line voice calls have
had to be recorded.
Similar regulations are being adopted
across all major financial centers,
including the USA: under the statutory
provisions in the Dodd-Frank Act the
CFTC and SEC are writing rules which
require fixed-line and mobile calls to be
recorded by market participants.
Since March 2013 swap dealers and
major swap participants need to retain
their communications for a minimum of
one year. This includes recording their
cell phone conversations.
Leading wealth manager,
Williams de Broë implements
Cognia Cloud
Leading UK wealth management firm, Williams de Broë,
needed to meet new Financial Conduct Authority (FCA)
mobile call recording rules.
In a business that prides itself on personal service, it was vital they selected
a solution that ensured their staff were compliant wherever they were
without affecting user experience. It also had to be rapidly deployed across
multiple offices. They chose Cognia Cloud for its Mobile call recording
service.

2. About the
Cognia Cloud
Mobile recording is one of the
solutions available through the
Cognia Cloud, a secure, global
communication services
platform, transforming the cost
and ease with which
organizations can control,
capture and analyze voice and
other communications across
distributed workforces.
Already in use by over one
hundred financial institutions
and one of the world’s largest
mobile carriers, the Cognia
Cloud represents a paradigm
shift in compliant voice
communications.
Using the Cognia Cloud,
organizations small and
multinational alike, can comply
with industry requirements,
protect brand equity and
improve productivity—replacing
the high up-front capital and
support costs, and complex
rollouts of on-premise systems,
with flexible services aligned to
their business needs.
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v1.3 The requirement
In order to comply with FCA mobile call recording rules introduced in November
2011, the firm needed to extend their regulatory record keeping to capture mobile
voice and text conversations between clients and their investment and
relationship managers.
Head of IT, Simon Filby said: “In our business clients should be able to reach us at
their convenience, so mobiles are a key tool. Therefore it was important that we
met the new regulations without adversely affecting our users’ experience.”
Williams de Broë also wanted a solution that:
Was reliable and resilient
Required no user intervention to enable recording
Would continue to record irrespective of where staff were in the world or on
what network they roamed
Could be deployed remotely across Williams de Broë’s office network
Avoided the need to change from their preferred airtime provider
The solution
Having reviewed the options, the firm selected Cognia’s mobile recording
solution. “We worked initially with our air-time provider and also evaluated several
alternatives including conference-call based systems, but only Cognia ticked all
the boxes.” said Filby.
After a trial at their London HQ, Williams de Broë successfully rolled out mobile
recording to all their mobile users in seven regional offices.
The result
All calls, voicemails and text messages are now recorded and stored in the
Cognia secure, ISO27001-accredited compliant cloud. Recording can be easily
activated and deactivated, and communications searched and played back via a
single secure web-based console.
“What has impressed us most is Cognia’s support and expertise. Mobile
recording is new technology operating in a deceptively complex environment.
Whenever we have required support, highlighted a requirement or development
recommendation, they respond quickly and thoughtfully. We have learned a lot.”
About Cognia Cloud Mobile recording
Cloud Mobile is designed for organizations that must comply with CFTC, SEC,
FCA and EU record-keeping regulations, or wish to enforce risk or quality-
assurance policies.
An application-based solution that uses patented Inline Mobile Recording™
technology to route and capture call flows in the Cognia Cloud, Cloud Mobile is
ideal for enterprises that:
Have staff conducting business outside of their home country or network
Want to retain their existing airtime contracts and users’ cellphone
numbers
Need to deploy and manage recorded handsets remotely.
To find out more about Cognia’s suite of mobile-recording solutions visit:
http://www.cognia.com/services/mobile-call-recording
“It was important that we met the new regulations without
adversely affecting user experience—only Cognia ticked all
the boxes”
Head of IT, Simon Filby