From Capture to Confidence: How Kerv Is Transforming Compliance with Innovation at Its Core

Published 22/07/25 under:

Today, I sat down with Kyle Ansari, Kerv Collaboration and Compliance’s CTO, to discuss how our flagship Compliance Cloud solution integrates with the Guardian Assurance suite to provide a holistic approach to regulatory and business controls adherence in the era of increasingly tightened compliance.

Sit tight as whilst no-one explains the endless possibility of Kerv’s innovative solutions quite like Kyle, he got deep into the weeds of two of our most comprehensive products when we caught up earlier this week!

Anita: Kyle, thank you for sitting down with me – I know you’re notoriously busy! Any time I talk to you there’s a new idea being worked on or some new code being written to improve an existing product, so I will dive right in as I know your time is precious. Can you give us a recap of Compliance Cloud and what it aims to achieve for businesses?

Kyle: Sure! Compliance Cloud is Kerv’s flagship, cloud-based solution, hosted on Microsoft Azure, specifically designed to redefine how businesses handle compliance in the digital era. At its core, it provides secure and reliable recording, storage, and access to communication data across a wide array of channels, including voice, text, video, and screen share. It seamlessly integrates with existing Contact Centre, Trading System platforms, and Unified Communications (UC) platforms like Microsoft Teams, Zoom, and Cisco, as well as mobile systems – something which sets us apart in the market.

Our primary goal with Compliance Cloud is to ensure effortless alignment with complex regulatory requirements such as MiFID II, PSD2, GDPR, HIPAA, EMIR, and FINRA. It’s highly scalable, catering to organisations of varying sizes globally. We also offer advanced features like transcription services in over 30 languages, AI-powered sentiment analysis for unparalleled insights into conversations, and detailed reports and analytics. Furthermore, it’s delivered as a managed service, which means we provide the expertise and resources to keep organisations compliant, alleviating the burden on internal teams and ensuring continual updates and support.

Anita: That sounds incredibly comprehensive. You touched on the integration of diverse communication channels. How does Compliance Cloud achieve this holistic approach to record keeping, especially with the constant influx of new third-party messaging apps?

Kyle: That’s a crucial point, Anita. The integration of all communication modalities into a unified data recording framework is increasingly becoming a necessity in today’s fast-paced environment. Compliance Cloud is built to support this, capturing communications from platforms like Microsoft Teams, WhatsApp, Signal, as well as traditional trading floors, back-office operations, and contact centres.

This holistic approach offers so many benefits. To try and name the top few, we’re talking:

• Comprehensive Compliance: By capturing data across all modalities, institutions can demonstrate adherence to all internal and external business controls, significantly reducing the risk of penalties and reputational damage. As part of our innovation strategy we can also integrate other messaging records into our records management system to provide further compliance and surveillance coverage.
• Operational Efficiency: It eliminates the need for multiple, siloed recording systems, streamlining data management and retrieval processes, leading to quicker and more accurate audits.
• Richer Insights: It provides a more complete picture of interactions, invaluable for analytics, understanding client needs, and refining compliance strategies.
• Dispute Resolution: By capturing every piece of communication, whether an official meeting or just an informal chat, it provides irrefutable evidence for dispute resolution, protecting both the institution and its clients.
• Enhanced Data Security: A consolidated approach simplifies the implementation of encryption, access controls, and other security protocols, safeguarding sensitive information against unauthorised access and breaches.

Essentially, this unified data recording isn’t just a regulatory requirement; it’s a strategic asset for bolting compliance and enhancing operational efficiency.

Anita: That clarifies the broad scope of Compliance Cloud really well. Now, where does Guardian Assurance fit into this, and what specific problem does it solve for compliance teams?

Kyle: Guardian Assurance is a unique suite of products offered by Kerv, designed specifically to ensure complete and accurate call recording compliance. The core problem it addresses is the challenge of guaranteeing that all in-scope communications are captured and that recording systems are functioning correctly. Traditional recording solutions often leave compliance teams guessing whether all necessary communications are available to fulfil regulatory obligations.

Guardian Assurance offers a paradigm shift by moving organisations beyond reactive measures into a state of proactive assurance and transparency. It empowers compliance teams to maintain full control and readily demonstrate adherence to regulations by providing tangible evidence of recording completeness and system integrity, thereby mitigating the risk of costly penalties associated with missed recordings.

Anita: That’s a critical distinction – moving from reactive to proactive. Could you elaborate on the key components of Guardian Assurance and what each of them does to achieve this proactive assurance?

Kyle: Certainly. The Guardian Assurance Product Suite comprises three key, integrated elements:

In no particular order, we have CDR Assure: This component focuses on the critical question: “Is every in-scope call made, recorded?”.

It performs near real-time cross-comparison of call data against recording metadata, significantly reducing the risk of missing recorded calls and providing high confidence in capture completeness.

CDR Assure can ingest data from multiple communication modalities, including Verint, NICE, Teams, Zoom, BT, Movius, IPC, Cisco Webex, Cloud9, and Genesys, offering a unified view across diverse platforms.

It provides dashboards such as the Call Summary (total recorded/unrecorded calls), Calls by Platform/Date, a detailed “Not Recorded Report” for investigation, Business Optimisation views (modality/platform/product breakdown, call duration/volume analysis), and Compliance Investigation pages to track trends and retrieve evidence.

We had an instance where one of our customers, a financial institution faced an investigation where they couldn’t submit all required calls due to unrecorded interactions, highlighting the need for assurance that 100% of available audio evidence has been provided. CDR Reconciliation is also explicitly mentioned as a feature of Compliance Cloud that guarantees calls are recorded and flags issues.

Then we have Config Assure. This addresses the fundamental requirement: “Is every recording device and platform set up to record correctly?”. It continuously monitors the configuration of your recording platforms against a defined baseline (golden source).

It immediately triggers alerts upon detection of any unauthorised or accidental changes that could impact recording integrity, ensuring those organisations can act promptly.

A real-world scenario highlighted an institution unable to play back legacy calls due to an undetected configuration alteration, underscoring the benefit of immediate alerting if there is a change compared to a golden source. The Config Inspector provides an overview page displaying these alarms so that issue will never be one that our customers face.

The third element is Endpoint Assure. This proactively tackles the challenge: “Is every endpoint device recording and is the recording audible?”. It proactively tests recording endpoints daily to ensure they are ready before critical business activities or following system changes.

It efficiently measures audio quality by leveraging existing transcription infrastructure and using Word Error Rate (WER) comparison against a golden source. If a test fails, an automatic retry is triggered, and if it still fails, an alert is sent to the Pulse AI engine for technical analysis and support team notification.

The Guardian dashboards are unlike any others, in the industry – having everything in one place has so many advantages and makes monitoring a lot more fluid for compliance and operations teams. Endpoint Assure is no different – its intuitive dashboards provide a quick overview of test results, including failures and their reasons. Detailed views for failed devices allow for efficient analysis and resolution and users also receive automated email notifications upon test completion, summarising results and listing failed devices.

In fact – you should talk about our User Experience strategy with our UX Lead Miranda Ansell – and how fundamental it has been to our product journey. It sets us apart in the market, something that my team and I are constantly striving for with our continuous work to solve our customers challenges with new, innovative solutions.

Anita: How you can rattle that off in one go, absolutely baffles me but I guess that’s why you’re the brains behind our Compliance technology! And yes – I will absolutely catch up with Miranda about UX – I guess that’s my next blog sorted!

So, putting it all together, how do Compliance Cloud and Guardian Assurance work in tandem to provide a truly comprehensive compliance solution for financial institutions?

Kyle: The key lies in their integrated and synergistic approach. Compliance Cloud provides the overarching platform for capturing, storing, and managing all forms of communication data for regulatory adherence. It streamlines data capture across diverse modalities and offers powerful analytics and storage capabilities.

Guardian Assurance, on the other hand, acts as the rigorous verification and assurance layer that underpins Compliance Cloud’s recording capabilities. While Compliance Cloud captures the data, Guardian ensures that the foundational data captured is complete, accurate, and that the recording systems themselves are functioning perfectly and configured correctly.

They work together to bolster overall compliance, in a few ways. Firstly, ensuring data integrity. Compliance Cloud’s comprehensive recording is complemented by Guardian’s CDR Assure, which guarantees that every in-scope call made is indeed recorded, filling any potential gaps and providing confidence to regulators.

Secondly with its proactive system checks. Guardian’s Config Assure and Endpoint Assure continuously monitor and test the recording infrastructure and individual devices. This proactive approach ensures that the systems feeding data into Compliance Cloud are always correctly configured and operational, preventing missed recordings before they occur.

Then there’s what I like to think of as Unified Visibility and Control. Both solutions contribute to a unified dashboard experience, allowing compliance and operations teams to have a single pane of glass view across diverse communication platforms. This means that the valuable insights and data captured by Compliance Cloud are validated for their completeness and reliability by Guardian’s assurance mechanisms.

Finally through risk mitigation and efficiency: As a managed service, Compliance Cloud integrates the proactive monitoring and automated assurance provided by Guardian. This combined offering significantly mitigates legal and reputational risks associated with non-compliance by ensuring recording completeness and system integrity, allowing organisations to maintain adherence to stringent regulatory requirements confidently. It streamlines processes, moving away from time-consuming manual checks towards AI-driven proactive monitoring and automated assurance.

In essence, Compliance Cloud provides the robust engine for compliance record-keeping, while Guardian Assurance acts as the essential quality control and verification system, ensuring that engine is always running optimally and capturing everything it should. This unique integration provides unparalleled compliance visibility and confidence.

Anita: It’s fair to say that is THE most comprehensive answer to any question I’ve ever had, so I’m just glad this catch-up is being transcribed and I no longer have to rely on the touch typing skills that I learnt in the 90’s!

Thanks so much for agreeing to me quizzing you Kyle – hopefully we’ve answered a few questions in this Q&A session but if anyone has any more that we haven’t covered, they can drop the team a note. Just use the form on the top right of this page and we’ll be in touch!