CASE STUDY
Following a migration to Skype for Business, SIX experienced further challenges, particularly around integration with its existing NICE call recording solution.
When Skype for Business reached end of life in January 2024, the organisation faced increasing urgency to modernise its telephony and recording capabilities. At the same time, SIX needed to continue meeting strict regulatory obligations requiring the secure retention of call recordings for up to ten years, without compromising accessibility or audit readiness.
To address these requirements, SIX deployed Luware Nimbus for contact centre functionality and call routing within Microsoft Teams, alongside Luware Recording, a cloud-native compliance recording platform designed for highly regulated industries.
Luware’ s product suite continues to help us stay compliant and audit-ready, giving us confidence that both internal and external requirements are consistently met.
The solution leverages Verint Financial Compliance and Intelligent Voice software to deliver secure, scalable and fully auditable recording capabilities. while also meeting evolving regulatory obligations. Recent market data highlights the scale of this challenge, with 77 % of executives reporting that regulatory burden has negatively impacted growth-driving activities while 85 % say compliance requirements have increased in complexity over the past three years.
As a result, firms must balance innovation with control, ensuring that modernisation initiatives do not compromise governance, auditability or security.
With more than 4,000 employees worldwide, SIX delivers critical financial market infrastructure services spanning trading, securities services, financial information and payments.
Over time, the organisation began encountering limitations within its existing telephony and call centre environment. Manual user provisioning processes proved time-consuming while reporting required dedicated administrative effort – often delaying access to operational insights and reducing responsiveness across teams.
Luware Nimbus replaced manual provisioning and reporting processes with intuitive selfservice workflows. Ring group owners are now able to manage memberships independently, significantly reducing reliance on central IT teams while improving agility and transparency. This shift has enhanced operational efficiency and enabled faster response to changing business needs.
In parallel, Luware Recording enabled SIX to migrate legacy recordings from its on-premises Verba archive into a secure cloud environment without data loss. The migration preserved advanced search functionality and ensured continuity of access to historical records.
At the same time, the solution strengthened long-term data ownership, encryption control and auditability, aligning with stringent regulatory expectations.
" SIX operates in a highly regulated environment, where meeting standards such as FINMA, FinfraG and PCI DSS is part of doing business," said Andrea Panarese, Senior System Engineer, SIX.
" Luware’ s product suite continues to help us stay compliant and audit-ready, giving us confidence that both internal and external requirements are consistently met."
Since deployment, SIX has improved operational efficiency, increased confidence in regulatory www. intelligentcio. com
INTELLIGENT CIO EUROPE
15