The shift from on-premises communication systems to cloud platforms has reshaped the role of compliance data. Alongside new challenges such as rapidly evolving tools, siloed responsibilities, and the need to demonstrate regulatory control, organisations now have an opportunity to transform compliance into a strategic asset. Luware Recording helps firms harness this potential while managing risk effectively.
Luware Recording focuses on supporting regulated organisations that want to operate on modern platforms while maintaining control over their obligations. Its technology also enables firms to use compliance data to spot operational inefficiencies, identify trends, and inform decisions that strengthen both risk posture and business performance.
As part of FinTech Global’s RegTech100, Alexander Grafetsberger, Chief Business Officer at Luware Recording, explains why compliance data now holds more value than ever.
Compliance data is evolving
Grafetsberger highlights that cloud platforms have not only changed how compliance data is collected, but also its purpose and strategic impact. Firms can now uncover patterns in behaviour and engagement that were previously invisible.
In the past, organisations stored compliance data primarily to satisfy regulations. “That’s changed,” Grafetsberger says.
“And this is driven by two things. First, the move to digital communication platforms means organisations suddenly have much richer datasets than before. It’s not just voice recording. It’s context, behaviour, engagement patterns, sentiment. Second, regulators have become far more data-driven themselves. They expect firms to demonstrate control, not just store evidence.”
The combination of richer data and smarter regulators allows compliance to go beyond itself. It provides actionable insight into how teams operate, where customers encounter friction, and which processes create unnecessary risk. “Firms want to understand conduct, customer experience, and risk trends, not just tick a box,” he says.
This mindset shift is already being applied in practice. A bank dealing with repeated policy breaches around a specific product was able to redesign its training and reduce errors by leveraging conversation data. “These insights allow compliance to feed directly into strategy, which is where the value really is.”
Additionally, organisations are increasingly recognising that compliance data can influence product development and innovation.
By analysing patterns in customer interactions, firms can identify service gaps or friction points that, if addressed, enhance both compliance and customer satisfaction.
Inside Luware Recording’s solution
Handling modern compliance data requires technology capable of scaling to high volumes while providing actionable insight. Luware Recording’s all-in-one compliance platform addresses this with automated capture, transcription, analytics, and explainable machine learning.
“Technology is the piece that makes all of this possible,” Grafetsberger says. “The volume of data is so enormous that no human can manually review it. So tools like automated capture, transcription, analytics, and supervised and explainable machine learning help structure that information and surface what actually matters.”
Luware Recording helps ensure all required interactions are captured, stored, and enriched for analysis. This creates a reliable base for additional tools like quality management, risk oversight, and operational analytics. “But without reliable capture and context at the base layer, nothing else works,” he adds.
It also helps firms adapt to frequent changes in cloud environments. Banks struggle to keep up because they no longer control the communication platform. Capture needs to keep pace with the cloud vendor’s change velocity,” Grafetsberger explains.
Luware Recording also addresses cultural misalignment. By helping business and compliance teams develop shared understanding and processes, firms can leverage compliance effectively. “Creating a shared language is hard,” he says. “But when it works, firms can turn compliance from a perceived burden into a competitive advantage.”
Another often overlooked benefit is the ability to benchmark performance across teams or regions. With structured compliance data, firms can identify high-performing units, replicate best practices, and ensure consistent standards globally.
Going beyond compliance
Luware Recording advocates treating compliance as more than a regulatory requirement. It can also improve operational resilience, efficiency, and insights that drive better decisions.
Grafetsberger calls this the beyond compliance approach. “It means treating compliance as a proactive capability that can be a revenue driver rather than a set of minimum obligations. The firms who go further than the bare minimum use compliance to strengthen culture, customer trust, and operational excellence,” he says.
The approach targets five areas: showing control beyond basic requirements, remaining resilient to platform change, understanding behaviour rather than just storing recordings, reducing risk by design, and using existing data to support business outcomes.
“It’s not about doing more work. It’s about building a system that works hard for you,” Grafetsberger explains.
Firms that implement this approach see tangible benefits including fewer repeated breaches, faster supervision cycles, improved training, and better customer interactions. One global institution moved from random sampling to full call coverage using structured data and automated alerts. “Same resources, much better coverage and insight,” he says.
“When you turn compliance into smarter decision-making, you end up improving both risk posture and business efficiency.”
Another emerging area is the use of alerts and dashboards. This allows managers to spot issues quickly and respond proactively, which further embeds compliance into daily operations.
Looking ahead
The value of compliance data depends on both technology and mindset. Organisations that see compliance as static risk management often miss opportunities to uncover trends, anticipate issues, and improve processes.
“When compliance teams are empowered to interpret the data in context, it can highlight emerging risks, operational bottlenecks, or training needs before they escalate,” Grafetsberger says.
Patterns in communication can reveal subtle risks. Repeated questions, hesitation, or deviations from procedures may indicate gaps in guidance or staff training. “It’s about looking at the data with a lens of curiosity and foresight rather than purely enforcement,” he explains.
Firms that use this insight can adapt processes more quickly, train employees more effectively, and improve the customer experience. Automated capture paired with behavioural analysis supports faster, more confident decision-making, and can turn compliance intelligence into a competitive edge.
This proactive approach also strengthens regulatory positioning. “If you can show that your systems are not just reactive but intelligent, you build credibility and reduce regulatory friction,” Grafetsberger says.
Cloud platforms have accelerated the availability of richer datasets, which allow compliance to become a strategic asset rather than a burden. Luware Recording helps firms capture and contextualise this information, linking compliance with operational and business outcomes.
Looking forward, the integration between compliance and business strategy will deepen. Predictive analytics, automated supervision, and improved collaboration between risk and business teams will continue to grow.
“Firms that embrace this shift early will run safer, more efficient operations,” Grafetsberger says. “Firms that don’t will struggle with both regulatory pressure and customer expectations.”
Copyright © 2018 RegTech Analyst
