CASE STUDY
Since deployment, SIX has strengthened operational efficiency, increased confidence in meeting regulatory requirements and put in place a scalable, futureready approach to communications compliance. compliance and established a scalable, future-ready communications framework. The organisation is now better positioned to adapt to evolving regulatory demands while maintaining high service standards.
Reflecting on the rollout, Panarese highlighted the seamless integration of historical call recordings into the new Luware archive as one of the most significant achievements. This consolidation ensures uninterrupted access to legacy data and supports ongoing adherence to regulatory requirements. By maintaining a unified and compliant repository, SIX has strengthened operational continuity and reinforced its ability to meet supervisory expectations without disruption.
Communicating the benefits of the new solution internally was also a key success factor. By focusing on tangible improvements to daily workflows, particularly streamlined access to call recordings, employees quickly recognised the value of the platform. The intuitive playback portal allows users to retrieve both recent and historical recordings within a single environment, improving efficiency, transparency and user experience.
Looking ahead, SIX sees the partnership with Luware as a foundation for further innovation. Increased flexibility, enhanced data insights and expanded automation capabilities will enable the organisation to design more customer-centric service models.
From a technical perspective, implementing the solution required addressing several complex challenges. One of the primary considerations was aligning Luware Recording’ s cloud-native architecture with SIX’ s strict governance and security standards. This included careful design around data ownership, customer-managed encryption, auditability and advanced search functionality, as well as compliance with regulatory frameworks such as FINMA, FinfraG and PCI DSS.
Another key challenge involved migrating the existing Verba archive into the Luware Recording cloud environment. This process required preserving ten-year retention policies, maintaining data integrity and ensuring full searchability across all records. Drawing on deep expertise in regulated financial environments, Luware executed the migration in a structured and controlled manner, minimising risk and ensuring continuity.
In addition, Azure components such as Blob Storage required fine-tuning to operate within SIX’ s specific security policies. The integration connected seamlessly with SIX’ s existing entitlement provisioning systems, enabling consistent access control. Because Luware Recording is purpose-built for compliance in regulated industries, many governance requirements were inherently addressed within the platform’ s design.
The implementation itself was delivered through a clearly defined collaboration model between Luware and SIX. Luware Compliance Engineering led the technical delivery, including solution architecture, configuration and validation. Meanwhile, Luware Customer Success managed the overall customer journey, coordinating onboarding, stakeholder communication, user enablement and support through go-live and hypercare phases.
Joint governance structures ensured alignment throughout the project, with regular checkpoints to track progress, manage risks and maintain clarity of responsibilities.
This collaborative approach enabled a smooth deployment while ensuring that both technical and business objectives were met effectively.
Looking to the future, scalability and flexibility will remain central to the partnership. As communication demands evolve and new services are introduced, SIX will require an architecture capable of adapting quickly without compromising compliance. Luware is committed to embedding security, auditability and regulatory readiness into the foundation of the solution, ensuring that SIX remains prepared for ongoing change.
" Since deployment, SIX has strengthened operational efficiency, increased confidence in meeting regulatory requirements and put in place a scalable, future-ready approach to communications compliance," said Christian Jordan, Global Head of Sales, Luware. •
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