CASE STUDY: Automated Trading Desk

BY KEVIN LEVI

Weve implemented the NICE VoIP total recording system because of its reliability, flexibility and its compatibility with our new VoIP network environment, said Sean Dickson, network/VoIP engineer, Automated Trading Desk (ATD). Furthermore, NICE is the industry standard, so the choice was an easy one.  

TRANSACTION VERIFICATION FOR CUSTOMER SERVICE AND CORPORATE RISK MANAGEMENT
ATD recently made its foray into the institutional investor market and wanted to ensure it had a way to verify what was said and agreed upon during a discussion between a customer and a broker.

"As we continue to develop our business, we need to be able to access a past call if necessary to clear up any confusion that might arise between our agents and our customers with regard to a specific transaction," Dickson added. "With NICE VoIP, we have access to any call at any time. This helps us provide a superior level of service to our customers."

In fact, weve had several instances where a customer told us to sell, for example, and then called us back days later and claimed they meant to say buy. With NICE VoIP, we have the ability to pull that call and send it electronically to the customer to resolve the matter. This helps satisfy the concerns of the customer and mitigate any liability on our behalf.

CALL QUERYING PROVIDES BUSINESS INTELLIGENCE
One of the features our traders rely on is the call querying, he added. They can go back and look at calls at the end of day to see what time of day they received the highest number of calls or from which particular region most of them came in from. This business intelligence helps ATD brokers structure their workload to operate more efficiently and effectively.

Dickson continued, In this business, if you mess up, the customer leaves. There is no brand loyalty. If you mess up the customer will simply go somewhere else.  The NICE system allows us to go back and listen for possible reasons why we might have lost a customer, in the rare instance it happens, to ensure we make the necessary skills adjustments.

NO INTERRUPTIONS TO YOUR MISSION-CRITICAL PHONE SYSTEM
In our business the phone system is mission critical, he added.  Any downtime costs us money and productivity.

ATD operates in an ever-changing workspace environment with frequent telephone line moves, adds and changes. The company requires flexibility in its telephony network to allow for the many seat and line changes its forced to make. The NICE VoIP system integrated easily with ATDs IP network and allows the organization to make any necessary network changes without having to bring the phone system off-line. 

We like that the NICE system integrates well with our VoIP environment and that its technically set up in a very non-intrusive manner. This is very important to us.

ABOUT AUTOMATED TRADING DESK

• Pioneered the development and creation of systems and software for automated limit-order trading;

• Provide significant liquidity to the public markets by making limit-order placements on its own behalf, as well as for institutional clients;

• ATD's proprietary, expert system captures and analyzes vast amounts of market data, and then, through the use of algorithms, predicts very short-term price movements in individual stocks; and

• ATD accounts for over four percent of Nasdaq's total daily volume.

Kevin Levi is marketing manager of NICE Systems. NICE is a worldwide leader of multimedia digital recording solutions, applications and related professional services for business interaction management. NICE's products and solutions are used by 65 percent of Fortune 100 companies in 30,000 sites including contact centers, financial institutions, public safety sites, ATC (air traffic control) sites, CCTV (closed circuit television) security installations and government markets. For more information, visit the company's Web site.