SIX Swiss Exchange has overhauled its call management and compliance recording by moving to Luware’s cloud-based tools, which run natively on Microsoft Teams.

The Swiss market infrastructure group has adopted Luware Nimbus for call routing and contact centre functions, alongside Luware Recording for compliance recording. The move replaces a mix of legacy on-premises and hybrid telephony and recording systems, and consolidates more communications activity in Teams, which many regulated firms already use for internal collaboration.

The project combines Microsoft Teams telephony with Verint Financial Compliance and Intelligent Voice software. SIX also migrated historical recordings from an on-premises Verba archive to the cloud, retaining recordings securely for up to 10 years while preserving auditability.

Legacy constraints

SIX employs more than 4,000 people worldwide and operates services across trading, securities, financial information and payments. It previously ran an Alcatel-based telephony and call centre environment, before moving to Skype for Business.

Manual user provisioning became a bottleneck in the older set-up. Reporting also required dedicated administrative effort, slowing access to operational information. After the move to Skype for Business, SIX faced further issues, including integration challenges with its NICE call recording platform.

Skype for Business reaching end of life increased pressure to modernise telephony and recording while maintaining regulatory controls. In financial markets, voice communications form part of supervisory and investigative processes, driving requirements around retention, integrity, search and access controls.

Teams consolidation

Luware Nimbus now provides call routing and contact centre features within Teams. SIX has shifted tasks previously handled by central IT to self-service workflows for business users. Ring group owners can manage memberships directly, and reporting is available without relying on administrators to pull and distribute information.

Luware Recording provides the compliance recording layer. Built for Teams, it integrates with Verint’s Financial Compliance and Intelligent Voice products. The set-up reflects a broader industry move away from standalone recording systems tied tightly to specific PBX and unified communications platforms.

For large regulated organisations, compliance recording projects often run into two persistent challenges: long retention periods that complicate migrations, and maintaining a consistent audit trail when recordings move between storage systems.

In this case, SIX migrated legacy recordings from its Verba archive to the cloud. According to Luware, the approach preserved search functionality and maintained auditability. Encryption controls and data ownership were also built into the design-common procurement concerns for regulated organisations using cloud services.

Compliance context

SIX operates under Swiss and international regulatory frameworks, including FINMA requirements and rules under FinfraG. Payment security standards such as PCI DSS also apply to parts of the group’s operations.

Against that backdrop, senior decision-makers have weighed the burden of compliance against operational change. Luware-cited market data suggests 77% of executives say regulatory burden has negatively affected growth-driving activities, while 85% report that compliance requirements have become more complex over the past three years.

Projects that merge communications, contact centre workflows and compliance recording are also increasingly tied to productivity platforms. Teams has become a common consolidation point as firms reduce the number of user interfaces and the overhead of running parallel systems.

For SIX, replacing manual provisioning and reporting was a key operational change. The move also reduced reliance on older telephony platforms that can be difficult to integrate with modern compliance recording services, particularly during migrations triggered by end-of-life milestones.

Andrea Panarese, senior system engineer at SIX, described the regulatory setting and the rationale for the shift.

“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 at 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.”

Christian Jordan, global head of sales at Luware, linked the deployment to operational outcomes and scalability.

“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 at Luware. “We look forward to continuing to work together to ensure their communications meet the high standards required in such a highly regulated environment.”