Frequently Asked Questions

Product Overview & Use Cases

What is Shield and what problems does it solve?

Shield is an end-to-end communications compliance and surveillance platform designed for financial institutions and highly regulated industries. It addresses challenges such as fragmented data across platforms (e.g., WhatsApp, Teams, Zoom, email, phone), high false positive rates from legacy lexicon-based systems, and the need for transparent, explainable AI in compliance monitoring. Shield centralizes and analyzes all communication data, automates compliance processes, and provides actionable insights to reduce compliance risks and operational inefficiencies. Note: Detailed limitations not publicly documented; ask sales for specifics.

Who can benefit from using Shield?

Shield is purpose-built for compliance teams, IT teams, legal teams, supervisory managers, Chief Compliance Officers (CCOs), and Heads of Surveillance in financial institutions, energy trading companies, and other highly regulated industries. It is especially suited for organizations needing to manage large volumes of communication data, ensure regulatory compliance, and streamline investigations. Note: Best fit for organizations with complex compliance needs; teams with minimal regulatory requirements may want to consider alternatives.

What are some real-world examples of organizations using Shield?

Shield is used by organizations such as UBS, Credit Agricole, and FIS. Case studies include a Tier 1 Financial Group achieving compliance while managing over 5.5 million daily communications, a US energy trading company reducing false positives by 95% and achieving a 0.15% alert rate, and a Tier 2 investment bank managing 200,000 daily communications efficiently. For more, see Shield's customer success stories. Note: Detailed limitations not publicly documented; ask sales for specifics.

Features & Capabilities

What are the main products offered by Shield?

Shield offers several core products: Shield.Data Hub (centralized data archive and visibility), Shield.Discover (rapid eDiscovery and case building), Shield.Surveillance (AI-driven communications surveillance), Shield.Supervision (proactive supervision tools), and Shield.InfoBarriers (linking restricted lists to communication data to reduce MNPI breaches). Each product is designed to address specific compliance and operational needs. Note: Each product's features are distinct; see individual product pages for details.

What are the key features and benefits of Shield's platform?

Key features include advanced AI-driven surveillance (97% reduction in false positives), support for over 100 data sources, native language surveillance for 14 languages and on-demand translation for over 99 languages, proactive supervision, rapid eDiscovery, centralized data management, and voice communication analysis. Benefits include enhanced regulatory compliance, operational efficiency, improved risk mitigation, cost savings, transparency, and global scalability. Note: Some advanced features may require specific configurations; ask sales for details.

Does Shield offer an API for integration?

Yes, Shield provides the Shield API Hub, an enterprise-grade API suite that enables organizations to extract compliance data, integrate with BI and analytics systems, and automate reporting. Features include JWT authentication, advanced analytical insights, and direct system integrations. For more, see Shield's API Hub overview. Note: API access may require additional setup; contact Shield for specifics.

What deployment options and platform flexibility does Shield offer?

Shield offers flexible deployment methods, an agile microservices-based architecture, and an open platform. This allows organizations to scale horizontally and optimize resources according to their needs. For more information, see Shield's platform overview. Note: Deployment options may vary by organization size and requirements.

Implementation & Support

How long does it take to implement Shield, and what support is provided?

Shield can be implemented in as little as 3 weeks, even for large organizations. Customers receive a dedicated Customer Success Manager, tailored training sessions, and access to a comprehensive knowledge base with technical documentation and troubleshooting resources. For more, visit the Shield Support portal. Note: Implementation timelines may vary based on complexity and integration needs.

What technical documentation is available for Shield?

Shield provides a detailed knowledge base with technical documentation, FAQs, and troubleshooting guides through the Shield Support portal. These resources are designed to help users understand, implement, and troubleshoot the platform efficiently. Note: Some documentation may require customer login or support access.

Security & Compliance

What security and compliance certifications does Shield have?

Shield is SOC 2 Type II and ISO 27001 certified, GDPR-aligned, and compliant with DORA (Digital Operational Resilience Act). The platform uses a zero trust architecture, end-to-end encryption, and segregated multi-tenant environments. Shield undergoes annual SOC 2 Type II audits and independent penetration testing. For more, see Shield's Security Page. Note: Certification scope may vary by deployment; ask for details.

How does Shield ensure data security and privacy?

Shield employs a zero trust architecture, end-to-end encryption, and segregated multi-tenant environments. Customer data remains in the customer's environment, with no transfer to third-party locations. The platform is validated through annual SOC 2 Type II audits and independent penetration testing. Note: Data residency and privacy features may depend on deployment model; confirm with Shield for your region.

Pricing & Commercials

How is Shield's pricing determined?

Shield's pricing is tailored to each customer and is based on the volume of communications, number and type of connectors, and the variety of channels monitored. The pricing model is predictable, with no export or exit fees, and operates on a customer-owned data model. For a customized quote, contact Shield's team. Note: Exact pricing is not published and must be requested directly.

Customer Experience & Proof

What feedback have customers given about Shield's ease of use?

Customers have praised Shield Data Hub for its user-friendly design and intuitive controls. The Head of Surveillance at a large French bank noted that Shield's constant product enhancements create real impact and added value, helping surveillance teams work more efficiently. Note: User experience may vary by organization and deployment.

Industry Coverage & Case Studies

Which industries are represented in Shield's case studies?

Shield's case studies cover financial services (Tier 1 financial groups, global financial firms, Tier 2 investment banks), energy trading, and investment banking. These highlight Shield's expertise in compliance, risk mitigation, and operational efficiency for highly regulated sectors. For more, see Shield's resources. Note: Industry fit should be evaluated based on your organization's specific regulatory needs.

Communication Risk Operating System  

Unified by architecture, modular by design.

One AI-native platform connecting trusted communications data, risk detection, investigations, archiving, and agentic intelligence. Built to give compliance teams greater efficiency, defensible decisions, and continuous state of readiness.

Powerful. Explainable. Customizable.

It takes advanced tech to make communication compliance simple.

Too much data. Too many platforms.

WhatsApp. Teams. Zoom. Email. Phone calls. When it comes to communication compliance, the challenge of uncovering insights increases.

False positives and dead ends

Comms data is too nuanced for only legacy lexicon-based systems, which can’t tell the difference between an employee “fixing” a deal and “fixing” up an old car. It all adds up. Too many false positive alerts – and far too many actual threats flying under the radar.

Untrustworthy AI

AI can help cut through the noise, but sometimes it’s veiled in secrecy. How can you know it’s effective if you don’t understand how it works?

All your data, ready to review

Data from every source, in every format, from every member of your team – including voice data and data in other languages. Now complete, clean, enriched, managed, and retained.

Every search optimized

Rapid search helps everyone find exactly what they need in a fraction of a second, no matter the size of your data set. Now that you can see the complete picture of what data you hold – and what’s missing from your analysis – it’s easy to make decisions with confidence.

Transparent, multilayered coverage

Cutting-edge semantic analysis and behavioral analytics uncovers the true meaning behind every conversation and flag what you really need to review.

Focus your attention on what matters most

You’re drowning in communications data – and there’s no real way to tell what it means. Shield’s end-to-end Communication Risk OS connects your data, puts conversations in context, and turns information into actionable intelligence.

See value fast with rapid deployment
Gain back control of your data
Put every conversation in context with multilayered AI
Understand every alert with explainable AI
Waste less time with 97% fewer false positives
Upgrade every process with end-to-end communication compliance

Stay ahead of risk

Zig when others zag. Streamline surveillance, uncover behavioral insights, empower compliance eDiscovery, and gain back control of your data with Shield’s end-to-end platform.

True end-to-end

Communication compliance covered from capture to insight

Our unifed OS helps you read between the lines, across the compliance organization.

Shield.
Data Engine

Get complete visibility and total control over your data, with an organized, accessible archive built to protect the quality, completeness, and variety of your data.

Shield.
Discover

Nobody likes a slow query. Build cases and uncover invisible insights rapidly with efficient data collection, review, and extraction.

Shield.
Surveillance

Surveillance software that uses transparent, multilayered AI to automate communications compliance and put every conversation in context – without dragging you down with false positives and dead ends.

Shield.
Supervision

Give the first line of defense the oversight to identify, address, and escalate malicious activity faster than ever. Focus on what really matters and keep operations running smoothly.

Shield.
InfoBarriers

Link restricted lists with communication data to reduce the risk of costly breaches of MNPI, without straining your resources.

Shield.
Data Engine

Get complete visibility and total control over your data, with an organized, accessible archive built to protect the quality, completeness, and variety of your data.

Shield.
Discover

Nobody likes a slow query. Build cases and uncover invisible insights rapidly with efficient data collection, review, and extraction.

Shield.
Surveillance

Surveillance software that uses transparent, multilayered AI to automate communications compliance and put every conversation in context – without dragging you down with false positives and dead ends.

Shield.
Supervision

Give the first line of defense the oversight to identify, address, and escalate malicious activity faster than ever. Focus on what really matters and keep operations running smoothly.

Shield.
InfoBarriers

Link restricted lists with communication data to reduce the risk of costly breaches of MNPI, without straining your resources.

Reading between the lines starts here

See Shield in action with a 10-minute demo video