Bank of East Asia to deploy secure voice recording
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PrintBank of East Asia to deploy secure voice recording
By Computerworld Hong Kong Staff | May 20, 2009
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The Bank of East Asia will soon implement a secure voice recording system to meet Hong Kong Monetary Authority's requirement for audio recording conversations during risk assessment and sales process of investment products.
Provided by PCCW, the new system will be implemented at all BEA branches and SupremeGold Centres starting May 4, ahead of the mandatory deadline set by the HKMA, said the IT company.
“This advanced system enables us to meet the regulatory requirement in respect of audio recording the conversations conducted during the process of risk assessment and sales of investment products, while offering a highly secured platform to protect the privacy of our customers’ data," said Tong Hon-shing, BEA’s general manager and head for Personal Banking Division.
PCCW said BEA has become the first bank in Hong Kong to have the most comprehensive and secure audio recording system in place.
During the risk assessment and actual sales process, customers will be alerted that their conversations with branch representatives will be recorded. To enhance transparency to customers, regular prompts and end-call acknowledgement are enabled to make customers aware of the recording process, said PCCW.
The recording system captures all customer conversations conducted during face-to-face meetings, and via fixed-lines or mobile phones. All call recordings are protected by encryption of top class standard, which can only be retrieved with an authorized key, said PCCW. Stored in a centralized database, all call records can be easily retrieved via a single web portal, PCCW added.
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