Financial Services
Financial services
Technology that keeps customers served and regulators satisfied
Banks, lenders, insurers and wealth firms run on trust, and much of it is won or lost in a phone call, a chat or an outage. We help you choose contact centre, telephony, connectivity and security that stand up to scrutiny, from suppliers who understand regulated work.
The rules shaping your technology
What regulators expect, and what it means for your systems
Each of these changes lands on your contact centre, your suppliers or both. We make sure the technology you buy supports them.
Consumer Duty
Firms must evidence good customer outcomes, so recordings, quality scores and complaint data need to be easy to find and analyse.
DORA (EU)
If you operate in the EU, your technology suppliers, testing and incident reporting fall under the Digital Operational Resilience Act.
Operational resilience
Important business services must stay within impact tolerances, including when a supplier or network fails.
PCI DSS v4.0
Every future-dated requirement now applies, tightening how card details are taken and protected.
Sources: FCA, European Commission, PCI Security Standards Council. We advise on technology, not on legal or regulatory compliance.
Where we help
Built for regulated work, not bolted on
Compliant contact centres
Recording, quality monitoring, vulnerable customer flags and secure card payments designed in from day one.
Resilient calls and connectivity
Backup routes and failover, so one line or provider going down doesn’t take a service outside tolerance.
Security that stands up to audit
Layered protection, managed detection and the evidence your auditors ask for.
Cloud with proper due diligence
Data residency, exit plans and third-party risk checked before you sign, not after.
Telephony that records what matters
Cloud phone systems and Teams calling with recording and retention for regulated staff, and number moves planned around trading hours.
AI with guardrails
Agent assist, call summaries and automation, with the controls and audit trail your compliance team expects.
Who it matters to
Can we prove good outcomes?
Recording, analytics and reporting that make Consumer Duty evidence quick to pull together.
How do we serve customers faster without losing control?
Omnichannel service and AI assistance, with the checks regulated conversations need.
How do we meet resilience rules across dozens of suppliers?
Fewer, better-chosen suppliers, with failover and exit terms written into the contracts.
Are we overpaying for legacy contracts?
A like-for-like market comparison, and contracts lined up so you can renegotiate on your terms.
What it costs
Our advice costs you nothing. When you buy through us, the supplier pays us a fee, on the same basis for every supplier we shortlist, so no one can pay for a better recommendation. If the right answer is to stay where you are, we’ll tell you.
Why Quetzel
Our team has worked inside the vendors and integrators that supply banks and insurers, so we know which platforms are built for regulated work and which only say they are. We compare the whole market and stay involved long after go-live.
Questions we’re often asked
Do you work with FCA-regulated firms?
Yes. We work with regulated businesses and shortlist suppliers who already meet financial services standards.
Can you help us meet PCI DSS in the contact centre?
Yes. We source secure payment options that keep card details away from agents and out of your systems, which reduces the scope of your PCI work.
Will a cloud contact centre meet our call recording obligations?
It should, if it’s set up properly. We check retention, search, access controls and where recordings are stored before you commit.
How do you help with operational resilience?
We map which services depend on which suppliers, build in failover and make sure contracts include the incident and exit terms you need.
Do you favour any vendor?
No. We compare across the market and every shortlisted supplier pays us on the same basis.
Where to next
Keep exploring
Services for financial services
Contact centre software →Cyber security →Business connectivity →Cloud phone systems →
Marketplace
Committed to AWS, Microsoft or Google? Buy software through their marketplaces and count it towards what you’ve already agreed to spend.
How we work
From first conversation to go-live and beyond: 350+ vendors compared, contracts negotiated, and support after launch.
Other sectors