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From switchboard to AI - inside the voice overhaul at SIX

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Swiss-headquartered financial market infrastructure specialist SIX says its recent adoption of cloud, Teams and AI for voice has left it far better placed to meet the compliance and audit-readiness demands now expected of a major European financial services player - while also improving customer service.

Specifically, the organization has completed a group-wide replacement of on-prem and legacy systems with cloud-native call management and recording built on top of Microsoft Teams.

To do that, Zurich-headquartered SIX deployed Nimbus, a contact centre and call routing product from fellow Swiss supplier Luware that runs inside Microsoft Teams.

This is supplemented by Luware Recording, a cloud-native compliance recording solution certified for use in highly regulated industries and based on technology from Luware partner Verint, a specialist in AI-enhanced CX (Customer Experience) solutions.

The migration - which took a carefully planned 12 months - moved nearly 1,700 seats across 609 services onto the two new...

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