Financial Services · Managed platform (Verint)

Voice Recording Compliance

Trader turret and mobile call recording on Verint, configured for your rules and run by Moraph

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Overview

What you are buying

Moraph resells, implements and runs Verint's financial compliance recording platform for your trading floor. Verint captures turret, desk phone and mobile calls, timestamps and indexes them, and keeps them under your retention rules; Moraph configures it to the regulations that apply to you, watches that every in-scope line is actually being recorded, and handles changes, access reviews and service reporting. Your compliance team decides who is recorded, how long recordings are kept and who may listen to them.

The problem it solves

Firms that must record trading conversations usually discover gaps only when they go looking for a call: a new trader whose line was never added to the recording policy, a mobile device that was not enrolled, a turret upgrade that quietly stopped capture on one channel. Recording platforms need constant attention from people who understand both the telephony and the rules, and that work tends to fall between the telephony team, IT and compliance. When an examiner or a legal matter asks for a set of calls, retrieval, retention evidence and proof of completeness are assembled by hand.

  • Recording gaps on new joiners, moved desks or mobile devices go unnoticed until a call is needed
  • Retention rules and legal holds are set once and rarely checked against the regulations
  • Retrieval for examiners, investigations and disputes is slow and depends on a few people
  • Nobody owns the day-to-day health of the platform between telephony, IT and compliance

Who uses it

  • Compliance officers at broker-dealers, futures commission merchants, swap dealers and banks with trading desks
  • Trading floor supervisors who review calls as part of supervision
  • Legal and eDiscovery teams who retrieve and preserve recordings
  • Telephony and IT teams who run trader turrets, desk phones and mobile devices
  • Internal audit and examiners who test recordkeeping

Requirements it supports

SEC Rule 17a-4 (broker-dealer records preservation)FINRA Rule 3110 (Supervision) and Rule 3170 (Tape Recording of Registered Persons by Certain Firms)CFTC Regulation 1.35 (records of commodity interest and related cash or forward transactions, including oral communications)CFTC Regulation 23.202 (swap dealer daily trading records)FCA Handbook SYSC 10A (recording telephone conversations and electronic communications)MiFID II Article 16(7) (recording of telephone conversations relating to client orders)

The product supports these requirements; meeting them remains your organization’s responsibility.

Responsibilities

Who is responsible for what

Verint provides the recording platform, Moraph configures and runs it for you, and your organization decides what is recorded and who may listen.

AreaMoraphVerintYour organization
LicensingResells Verint licences and tracks renewals and usageSets licence terms and provides the licensed software or serviceAgrees the licence scope and accepts Verint's terms
Platform availabilityMonitors the platform and coordinates recovery with VerintProvides the platform under its own service commitmentsProvides the telephony, network and devices that feed recording
ConfigurationConfigures recording policies, retention, metadata and integrations to the agreed baselineMaintains the product and its documentationApproves the recording policy and retention rules
Recording coverageChecks coverage against your policy and reports gapsCaptures the sources connected to itTells Moraph who must be recorded and decides how gaps are handled
Identity and accessApplies approved roles and prepares access reviewsProvides the platform's access controlsApproves access, certifies reviews and runs your identity provider
Monitoring and alertsTriages capture and health alerts through to closureProvides health events and support for product faultsActs on telephony and device issues raised to you
Incident responseLeads platform incidents and reports their impact on recordingResolves product defects and its own service incidentsDecides on regulatory notification of any recording gap
ChangesApplies approved changes and tests capture afterwardPublishes product changes and release notesRaises and approves joiner, mover, leaver and policy changes
Updates and patchesTests and applies Verint updates in agreed windowsProduces updates and security fixesAgrees maintenance windows with the trading desks
User supportSupports reviewers, legal and administrators with the platformSupports Moraph on product questionsProvides first contact for traders and desk staff

See how it works

A short walkthrough

Illustrative screens of how Moraph runs the service, with fictional sample data. They are not screens of Verint itself, which belongs to its vendor.

  1. Step 1

    Onboarding the trading floor

    During implementation, each recording source is tracked from connection to verified capture.

    SourceDeskLines or devicesConnectedTest callsStatus
    Turret group ARates desk48 linesYes48 of 48 passedVerified
    Turret group BCredit desk36 linesYes33 of 36 passed3 lines failing
    Desk telephonySales62 extensionsYesIn progressTesting
    Mobile recordingRates and credit27 devicesPartlyNot startedEnrollment pending
    Archived recordingsAll desksLegacy systemPlannedn/aMigration scheduled
    During implementation, each recording source is tracked from connection to verified capture.

  2. Step 2

    Reviewing the configuration baseline

    The recording policy, retention and access settings are written down and checked against the live platform.

    Baseline v4 · Example Securities LLC (fictional)

    Recording populations
    4
    Retention rule (broker-dealer desks)
    Set by your record-retention schedule
    Retention rule (swap desk)
    Set by your record-retention schedule
    Legal holds active
    2
    Roles with playback
    3
    Last checked against live
    Fictional sample date

    Differences found

    • !One reviewer has playback outside their desk scope
    • Transcription enabled on sales desk, not in baseline
    • No difference in retention rules
    The recording policy, retention and access settings are written down and checked against the live platform.

  3. Step 3

    Triage of a capture alert

    When a line stops recording, Moraph's operations team works the alert to closure and tells compliance what was affected.

    Alert CA-0912 · Turret group B, 3 lines silent

    1. Silent channels detected on 3 linesVerint health event
    2. Alert opened and lines checkedMoraph operations
    3. Cause traced to a turret configuration changeMoraph and your telephony team
    4. Recording restored and verified by test callsMoraph operations
    5. Affected period reported to complianceMoraph service manager
    6. Gap reviewed and decision recordedCompliance officer
    When a line stops recording, Moraph's operations team works the alert to closure and tells compliance what was affected.

  4. Step 4

    A joiner change request

    A new trader's lines and mobile are added to recording before they start trading, with compliance approval.

    CR-2231 · Joiner: Trader 4471 (fictional), Credit desk

    Requested by
    Telephony administrator
    Lines
    Turret positions 3
    Mobile
    1 enrolled device
    Recording population
    Broker-dealer desks
    Playback scope
    Credit desk supervisor
    Approval
    Compliance officer

    Verification

    • Test call on each turret line
    • Test call on mobile device
    • User mapped to desk and metadata confirmed
    A new trader's lines and mobile are added to recording before they start trading, with compliance approval.

  5. Step 5

    Access review

    Everyone who can search, play back or export recordings is listed for compliance to certify.

    UserRoleScopeLast usedDecision
    Reviewer 1023Supervisory reviewerRates deskThis monthKeep
    Reviewer 1188Supervisory reviewerCredit and ratesThis monthReduce to credit
    Legal user 0457Legal and eDiscoveryMatter M-118Last quarterKeep
    Reviewer 0931Supervisory reviewerSalesNot usedRemove
    Auditor 0072Auditor (temporary)Sample periodThis monthExpires as set
    Everyone who can search, play back or export recordings is listed for compliance to certify.

  6. Step 6

    Monthly service review

    Each month Moraph walks your compliance and telephony leads through coverage, incidents, changes and risks.

    Monthly service review · Example Securities LLC (fictional)

    Lines in policy
    173
    Lines verified
    170
    Capture alerts
    6, all closed
    Incidents
    1
    Changes applied
    14
    Access review
    Due next month

    Actions agreed

    • !Complete mobile enrollment for 4 devices
    • Schedule Verint update in an agreed window
    • Confirm retention rule for the new swap desk
    Each month Moraph walks your compliance and telephony leads through coverage, incidents, changes and risks.

Workflows

The principal workflows

  1. Capture

    Verint records the turret, desk phone and mobile lines in your recording policy. Moraph connects each source, maps lines to people, and confirms that capture is working before a line is treated as in scope.

    • Your compliance team lists the people and lines that must be recorded
    • Moraph connects turret, telephony and mobile sources to Verint
    • Lines and devices are mapped to named users and desks
    • Test calls on each line confirm capture, timestamp and metadata
    • The line is marked as in scope and added to coverage monitoring

  2. Monitor

    Moraph's follow-the-sun operations team watches the platform's capture health and the coverage of your recording policy, and works each alert through to a recorded outcome.

    • Verint health events and capture failures raise alerts to Moraph
    • Coverage checks compare recorded users against your recording policy
    • Moraph triages each alert and contacts your telephony team where needed
    • Gaps in recording are reported to your compliance officer with the affected period
    • Each alert is closed with its cause and outcome in the service record

  3. Retrieve and preserve

    Authorized reviewers search recordings by user, line, time and call metadata and play them back in Verint. Legal holds suspend deletion for the recordings that a matter needs.

    • Reviewer searches by person, desk, line, date and time
    • Recordings are played back and review notes recorded where enabled
    • Legal places a hold on the recordings a matter needs
    • Exports are approved and logged before they leave the platform
    • Holds are released by legal when the matter closes

  4. Govern

    Changes to who is recorded, how long recordings are kept and who may listen go through a change request your compliance officer approves. Moraph reports on the service every month and supports periodic access reviews.

    • Joiners, movers and leavers raised as change requests
    • Retention and access changes approved by your compliance officer
    • Moraph applies approved changes and records the evidence
    • Access to playback reviewed periodically with your compliance team
    • Monthly service review covers coverage, incidents, changes and open risks

Roles and permissions

Who does what in the product

Each role below is a starting point. During implementation we set them up to match your teams, and every action anyone takes is recorded in the audit trail.

Compliance officer

Chief compliance officer, compliance manager, records and surveillance lead

Decides who must be recorded, how long recordings are kept and who may listen, and answers for the completeness of the records.

Sees

  • The recording policy and the coverage of every in-scope person and line
  • Gaps, incidents and their affected periods
  • Who can search, play back and export recordings
  • Service reports and the audit trail

Does

  • Approves the recording policy and changes to it
  • Approves retention rules for each recording population
  • Approves exports of recordings outside the platform
  • Certifies access reviews
  • Decides how a recording gap is handled and whether it must be reported
  • Attends the monthly service review

Cannot

  • Delete recordings before their retention period ends
  • Edit or delete entries in the audit trail
  • Approve an export they requested themselves without a second approver
Approvals
Approves recording policy, retention, access and export decisions; changes they request themselves need a second designated approver.
Notified about
Recording gaps, incidents affecting capture, export requests, access reviews coming due and change requests awaiting approval.

Supervisory reviewer

Desk supervisor, trading supervisor, surveillance analyst

Listens to calls from the desks they supervise as part of supervisory review and investigations.

Sees

  • Recordings for the people and desks in their supervisory scope
  • Call metadata and transcripts where licensed
  • Their own review notes and searches

Does

  • Searches recordings by person, desk, line and time
  • Plays back calls and reads transcripts
  • Records review notes where enabled
  • Requests an export or a hold through compliance or legal

Cannot

  • Play back recordings outside their supervisory scope
  • Export recordings or place legal holds
  • Change recording policy, retention or access
Approvals
Their scope is approved by the compliance officer, and any export they need is approved by compliance.
Notified about
Responses to their export or hold requests, and changes to their access.

Legal and eDiscovery

In-house counsel, litigation support, eDiscovery specialist

Retrieves and preserves recordings for disputes, investigations and regulatory requests.

Sees

  • Recordings within the matters they are assigned
  • Legal holds and their status
  • Exports made for their matters

Does

  • Searches for recordings relevant to a matter
  • Places and releases legal holds
  • Requests exports and records where they were sent
  • Raises change requests for hold scopes

Cannot

  • Change retention rules or the recording policy
  • Export without compliance approval
  • See recordings outside their assigned matters
Approvals
Exports are approved by the compliance officer; holds take effect without approval and are logged.
Notified about
Holds placed or released, exports approved or returned, and recordings under hold approaching their normal retention end.

Telephony and IT administrator

Trading floor telephony engineer, unified communications engineer, mobile device administrator

Runs the turrets, phones and mobile devices that Verint records, and keeps user and line records current.

Sees

  • Line, device and user mappings
  • Capture health alerts that need telephony action
  • Change requests they raised and their status

Does

  • Raises joiner, mover and leaver changes
  • Works with Moraph on capture alerts caused by telephony changes
  • Notifies Moraph before turret, phone or mobile changes
  • Manages platform users and roles under compliance approval

Cannot

  • Search or play back recordings
  • Change retention rules or legal holds
  • Grant themselves a reviewer role
Approvals
User and role changes that grant access to recordings are approved by the compliance officer.
Notified about
Capture alerts on lines or devices they manage, and changes completed by Moraph.

Moraph service engineer

Moraph managed platform engineer, operations engineer

Configures, monitors and maintains the Verint platform and its integrations on your behalf.

Sees

  • Platform configuration, health events and capture statistics
  • Coverage reports and change requests
  • Administrative logs for the platform

Does

  • Applies approved configuration and user changes
  • Triages capture and health alerts and follows them to closure
  • Runs test calls when lines are added or changed
  • Applies Verint updates in agreed windows after testing
  • Raises cases with Verint support and tracks them

Cannot

  • Listen to, read or export recording content without your explicit, time-bound authorization
  • Change retention, legal holds or the recording policy without approval
  • Delete recordings
Approvals
Configuration changes follow change requests approved by your compliance officer or IT, as the change type requires.
Notified about
Health and capture alerts, approved change requests and Verint advisories.

Moraph service manager

Moraph service delivery manager

Owns the service relationship, the service record and the monthly review with your team.

Sees

  • Service reports, incidents, changes and open risks
  • Licence and renewal information
  • Verint support cases and advisories

Does

  • Runs the monthly service review
  • Coordinates incidents that affect capture with your compliance and telephony leads
  • Tracks licences and renewals with Verint
  • Maintains the configuration baseline and service documentation

Cannot

  • Access recording content
  • Approve changes on your behalf
  • Change platform configuration directly
Approvals
None of their own; service changes are agreed with your compliance officer.
Notified about
Incidents, escalations, licence events and Verint advisories.

Auditor or examiner (read-only)

Internal auditor, external auditor, regulatory examiner (under temporary access)

Tests that required calls are recorded, retained and retrievable, without being able to change anything.

Sees

  • Recordings within the scope and dates granted
  • Recording policy, retention rules and legal holds
  • Coverage reports, incidents and service reports
  • The audit trail

Does

  • Searches and plays back recordings within scope
  • Reviews coverage evidence and incident records
  • Exports reports they have been given access to, with each export logged

Cannot

  • Export recordings
  • Change, hold or delete anything
  • Keep access after it expires
Approvals
Their access is approved by the compliance officer, with a scope and an end date.
Notified about
Nothing by default; access granted and expiring is confirmed to the person who approved it.

Permissions at a glance

ActionComplianceReviewerLegalIT adminMoraph eng.Svc managerAuditor
Search and play back recordingsFullOwn work onlyOwn work onlyNo accessNo accessNo accessView only
Record review notesFullOwn work onlyNo accessNo accessNo accessNo accessNo access
Export recordingsApprovesNo accessOwn work onlyNo accessNo accessNo accessNo access
Place and release legal holdsView onlyNo accessFullNo accessNo accessNo accessView only
Set recording policy and retentionApprovesNo accessView onlyNo accessNo accessView onlyView only
Add or remove recorded usersApprovesNo accessNo accessOwn work onlyFullView onlyNo access
Apply configuration changesApprovesNo accessNo accessApprovesFullView onlyNo access
Triage capture and health alertsView onlyNo accessNo accessView onlyFullView onlyNo access
Raise change requestsFullOwn work onlyOwn work onlyFullNo accessFullNo access
View service reportsView onlyNo accessNo accessView onlyView onlyFullView only
View audit trailView onlyNo accessView onlyNo accessView onlyView onlyView only
Manage users and rolesApprovesNo accessNo accessFullOwn work onlyNo accessNo access
  • Full
  • Own work only
  • Approves
  • View only
  • No access

How access is controlled

  • Moraph's engineers run the platform without listening to calls. Access to recording content by Moraph staff needs your explicit, time-bound authorization, and every use of it is logged.
  • Roles are set up with you during implementation and can be limited by desk, business line, region or matter, so a supervisor hears only the desks they supervise.
  • Exports of recordings need compliance approval, and nobody approves an export or a change they requested themselves.
  • Access reviews list everyone who can search, play back or export recordings, for your compliance officer to certify. Auditors and examiners get temporary read-only access with a scope and an end date.

Features

What it does

Turret, desk and mobile capture

Verint records the trader turrets, desk phones and enrolled mobile lines in your recording policy, with each call linked to the person and line.

Timestamps and call metadata

Verint stores each recording with its start and end time, line, user and call details, so calls can be found and placed in sequence.

Search and playback

Authorized users search by person, desk, line, date and time and play recordings back in Verint, with every playback logged.

Transcription

Where you license it, Verint transcribes recordings so reviewers can search and read calls as well as listen to them.

Retention rules

Retention periods are configured in Verint for each recording population to match your record-retention schedule, with deletion only at the end of the period.

Legal holds

Recordings needed for a matter are held from deletion until legal releases them, and every hold is recorded.

Coverage monitoring

Moraph compares who is being recorded with your recording policy and your joiner and leaver records, and reports gaps to your compliance officer.

Capture health alerts

Failed or silent channels, storage issues and integration errors raise alerts that Moraph's operations team triages and follows through.

Joiner, mover and leaver changes

New traders, desk moves and departures go through a change request, so recording starts and access ends on the dates your compliance team approves.

Access reviews

Moraph prepares lists of who can search, play back and export recordings, for your compliance officer to certify or correct.

Configuration baseline

Moraph keeps a documented baseline of recording policies, retention rules and access roles, and checks the live platform against it.

Monthly service review

A regular review of coverage, alerts, incidents, changes and open risks with your compliance and telephony leads.

Integrations

How it connects to your systems

Connects toHowWhat flows
Trader voice turretsTurret systems on your trading floor are connected to Verint for recording, with lines and handsets mapped to users.In: call audio and line, user and call metadata.
Desk and unified communications telephonyDesk phones and supported unified communications platforms are connected for recording where they are in your policy.In: call audio and call detail records.
Mobile recordingEnrolled mobile devices or carrier-based recording services supported by Verint are connected so business calls on mobiles are captured.In: mobile call audio and call metadata.
HR and directoryJoiner, mover and leaver records are compared with the recording policy so coverage follows staff changes.In: staff, role, desk and status changes.
Single sign-onUsers sign in through your identity provider (SAML or OpenID Connect), with roles following its groups where supported.In: user identity and group membership.
Archiving and surveillanceRecordings and metadata can be made available to your communications archive or surveillance tools, including Moraph's Trade Surveillance & Market Abuse Monitor.Out: recordings, transcripts and metadata, as approved.
Moraph service portalChange requests, incidents, alerts and service reports are tracked in Moraph's service portal and available through the Moraph Work API.Out: tickets, alerts, changes and service reports.

Each integration is confirmed in discovery and specified in the design. See how an engagement progresses.

Security and privacy

How your data is protected

Single sign-on

Your staff and Moraph's engineers sign in through identity providers with multi-factor authentication, so your access policies apply.

Role-based access

Who can search, play back and export recordings follows their role and scope; administering the platform is separate from listening to it.

No routine access to content

Moraph staff cannot listen to, read or export recordings without your explicit, time-bound authorization, and keys are handled on the same basis.

Complete audit trail

Searches, playbacks, exports, holds and configuration changes are logged with the person and time.

Data residency

Recordings stay in the hosting region agreed for your deployment; Moraph-hosted components run in the United States, United Kingdom or Australia.

Controlled changes

Configuration changes and Verint updates are tested before they are applied, and Moraph-built connectors pass its security testing gates and carry a software bill of materials.

Company-wide controls, independent audits (SOC 2 Type II and ISO/IEC 27001) and data residency are described in our Trust Center, where you can request the evidence pack.

Reporting

What you can report on

11 standard reports, grouped by who uses them. Each shows who it is for, how it can be broken down, how it is delivered and what it is used for. The data behind them is also available to your own reporting tools.

Service operations

Recording coverage

For compliance officer and telephony lead

Every person and line in the recording policy, whether recording is confirmed, and any gaps with their start and end.

Break down by
Desk, Business line, Source type, Coverage status
Delivered as
Live view; scheduled email; CSV export
Used for
Confirming that everyone who must be recorded is being recorded.

Capture alerts

For moraph operations, telephony lead

Capture and health alerts raised, their cause, who worked them and how they were closed.

Break down by
Alert type, Source, Status, Period
Delivered as
Live dashboard; CSV export
Used for
Following every capture problem to a recorded outcome.

Changes and requests

For compliance officer, IT, Moraph service manager

Change requests raised, approved, applied and verified, with joiner, mover and leaver changes listed separately.

Break down by
Change type, Requester, Approver, Status
Delivered as
Live view; CSV export
Used for
Showing that recording and access changes were approved and applied.

Incidents

For compliance officer and Moraph service manager

Incidents affecting the platform, the recording affected, the timeline and the root cause.

Break down by
Severity, Cause, Period, Verint case
Delivered as
Live view; PDF export
Used for
Deciding on follow-up and evidencing how incidents were handled.

Compliance

Retention and deletion

For compliance officer and records management

Retention rules by recording population and recordings deleted at the end of retention in a period.

Break down by
Population, Retention rule, Period
Delivered as
Live view; PDF and CSV export
Used for
Showing that recordings are kept for the required period and deleted only under the rules.

Legal holds

For legal and compliance

Active and released holds, who placed them, and the recordings each covers.

Break down by
Matter, Status, Placed by, Date range
Delivered as
Live view; CSV export
Used for
Keeping track of preserved recordings and releasing holds that are no longer needed.

Exports

For compliance officer

Each export of recordings, who requested and approved it, what it contained and where it was sent.

Break down by
Requester, Approver, Matter or purpose, Period
Delivered as
Live view; CSV export
Used for
Accounting for every recording that left the platform.

Audit and governance

Access review

For compliance officer

Everyone who can search, play back or export recordings, with their role, scope and last use.

Break down by
Role, Desk or scope, Last used, Review outcome
Delivered as
Scheduled; PDF and CSV export
Used for
Periodic certification of access to recordings.

Playback log

For compliance officer, internal audit

Who searched for and played back which recordings, and when.

Break down by
User, Recorded person or desk, Date range
Delivered as
On request; CSV export
Used for
Checking that recordings are used only for permitted purposes.

Configuration baseline check

For compliance officer, Moraph service manager

Differences between the live platform configuration and the approved baseline, and how each was resolved.

Break down by
Area, Difference, Resolution
Delivered as
PDF; included in the monthly service review
Used for
Showing that the platform still matches what compliance approved.

Monthly service review pack

For compliance and telephony leads

Coverage, alerts, incidents, changes, access review status, open risks and upcoming Verint updates for the period.

Break down by
Period, Topic
Delivered as
PDF
Used for
Overseeing the service and agreeing actions with Moraph.

Exports, access and evidence

  • Service reports come from Moraph's service record; recording, playback and hold reports come from Verint's own logs and are assembled by Moraph.
  • Reports can be exported to CSV, and summary and evidence reports to PDF, and scheduled to arrive by email for the people entitled to see them.
  • Reports respect each viewer's role: a supervisor sees their own desks, the compliance officer sees the whole program, and auditors get read-only access within their scope.
  • Tickets, alerts, changes and service reports are available through the Moraph Work API for your own reporting tools.
  • Running and exporting a report is itself recorded, so evidence produced for an examiner can be traced.

Deployment

Where and how it runs

Verint cloud, run by Moraph

Verint's hosted service, licensed through Moraph and configured and operated by Moraph's team.

In your environment

Verint installed in your data center or cloud account, with Moraph operating it under agreed remote access.

Co-managed

Your team keeps some administration, such as user changes, and Moraph runs monitoring, configuration and service reporting.

Security controls, independent audits and data residency are set out in our Trust Center. Engagement models and what drives a quotation are on Working with Moraph.

Implementation

What a rollout involves

The general phases are on Working with Moraph. For this product, they involve the following.

Recording policy

We work with your compliance team to list the people, desks and lines that must be recorded and the rules that apply to each, and agree retention by recording population.

Source integration

Turrets, desk telephony and mobile sources are connected to Verint. We need contacts from your telephony and mobile teams and access to their systems in agreed windows.

Configuration baseline

Recording policies, metadata, retention rules, roles and integrations are configured and written down as the baseline your compliance officer approves.

Capture verification

Test calls are made on each in-scope line and device, and the results are kept as evidence that capture works.

Migration of existing recordings

Where you are replacing a recording system, existing recordings and their metadata are migrated or kept accessible under their retention, by agreement.

Handover to service

Coverage monitoring, alerting, change requests and reporting start, and reviewers, legal and administrators are trained on their own tasks.

Limitations

What it does not do

Worth knowing before you evaluate it.

  • Moraph is not the vendor. Verint owns the platform, and Verint's own service commitments, roadmap and outages apply.
  • Licences are subject to Verint's terms, which you accept as part of the agreement.
  • Moraph can only monitor the lines and devices you tell us are in scope. Deciding who must be recorded is your compliance team's decision.
  • Recording depends on your telephony, network and mobile setup. Calls made on unenrolled devices or unapproved channels are not captured.
  • Moraph does not review calls for misconduct. Supervision and surveillance remain your responsibility, though recordings can feed tools that support them.
  • Transcription accuracy varies with audio quality, accents and trading jargon, and transcripts do not replace the recording.
  • Whether a recording gap must be reported to a regulator is your decision. Moraph reports the gap and its affected period to you.
  • Text, chat and email archiving is not included; see Communication Archiving.

Evaluation checklist

What to test in a demonstration or pilot

Questions worth putting to us, and to any other vendor you are considering.

  1. List the desks, lines and mobile devices you must record and ask how each would be connected and verified
  2. Ask to see a sample coverage report and how a gap is reported to compliance
  3. Walk through a joiner change from request to verified recording
  4. Review how Moraph staff are kept away from recording content and how exceptions are authorized
  5. Check the responsibilities table against your own operating model
  6. Retrieve and export a sample of recordings and review the approvals and logs it produces

Questions

Frequently asked questions

Who owns the recordings?

Your organization does. How recordings are returned to you or kept accessible at the end of the agreement is set out in the contract.

Can Moraph staff listen to our calls?

Not routinely. Moraph's engineers administer the platform without access to recording content, and any access to content needs your explicit, time-bound authorization and is logged.

We already have Verint. Can Moraph take over running it?

Yes. We review your current configuration against your recording policy, agree a baseline with you, and take over monitoring, changes and reporting. Licences can stay with you or move to Moraph, depending on your agreement with Verint.

How is it priced?

Verint licences are priced under Verint's terms, and Moraph's implementation and managed service are quoted separately, usually by the number of recorded users and sources. See Working with Moraph for what drives a quotation.

What happens if Verint has an outage?

Moraph raises and tracks the case with Verint, keeps your compliance team informed, and reports the period affected so you can decide on any follow-up. Verint's own service commitments apply to the platform.

Is there an accessibility conformance report?

Ask for one through the procurement request form at /how-to-buy/request, naming the service you are evaluating.

Next steps

Evaluate Voice Recording Compliance

Book a demonstration

See the product working with sample data, focused on your workflows.

Request a demonstration

Request a technical briefing

Architecture, integrations, security and hosting, with our engineers and your technical team.

Request a briefing

Factsheet

This page on two sides, to share with colleagues or add to your evaluation file.

Open the factsheet

Buying through a formal procurement? See How to buy for purchasing routes, accessibility conformance reports and company information. Documentation: Voice Recording Compliance guides on docs.moraph.com (getting started and security guides are public; setup, administration and integration guides are for client accounts). Support: Voice Recording Compliance support guide.

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