How a Global Professional Services Firm Simplified Data Management with Wilmac Continuity Replay
Written by Lada Kozachok, Marketing Specialist at Wilmac Technologies
Introduction: Building a Unified Global Data Strategy
As one of the world’s leading professional services firms, the client manages customer interactions across a vast global network. Through its subsidiaries, the company delivers services in more than 130 countries. Managing customer interaction data at this scale required a modern, consistent, and reliable approach.
In 2020, the client turned to Wilmac Technologies for a solution that could simplify how the company retained and accessed historical voice data. The partnership led to the implementation of Wilmac Continuity Replay, a platform designed to make legacy recordings accessible, compliant, and secure while supporting the company’s move toward a unified contact center infrastructure.
The Opportunity: Simplifying Global Contact Center Operations
The client’s contact centers operate globally and serve clients across multiple industries. As the company expanded through mergers and acquisitions, it inherited a patchwork of voice recording systems, each with unique configurations, retention requirements, and compliance obligations.
The company’s technology leaders recognized an opportunity to modernize this environment. By centralizing data management and consolidating live operations on a single cloud contact center platform, the client could improve compliance, reduce infrastructure costs, and enhance access to customer interaction history.
However, the transition required a way to manage enormous amounts of historical data while preserving long-term accessibility for legal, compliance, and customer service teams.
Inherited diverse legacy recording systems from acquisitions
Planned to unify data on one cloud platform for efficiency
Needed to manage and preserve large historical data sets
Challenges: Managing Billions of Legacy Recordings
At the time of engagement, the client was managing hundreds of millions of audio recordings across a wide range of systems, including NICE Engage, Verint, Vonage, Calabrio, and SmartPhone. Many of these systems were tied to acquired entities, each with their own technical and regulatory environments.
The challenge was multifaceted. The client needed to decrypt and normalize legacy recordings, store them securely in accessible formats, and decommission older infrastructures without disrupting ongoing operations. Complicating matters further were the different regional data privacy laws and retention rules that governed each business unit.
The initial project involved extracting more than 188 million NICE Engage files. Over time, that number would exceed one billion recordings as more systems were integrated into the unified data management framework.
Fragmented Systems
Managed hundreds of millions of recordings across diverse legacy platforms from multiple acquisitions, creating operational and compliance complexity
Data Migration & Security
Needed to decrypt, normalize, and securely store vast audio data while retiring outdated infrastructure without interrupting live operations
Regulatory & Scale Complexity
Navigated differing regional privacy laws and retention rules as data volume grew from 188 million to over 1 billion recordings
The Solution: Continuity Replay
Wilmac Technologies introduced Wilmac Continuity Replay, a proven solution designed to securely manage, store, and access legacy call recordings.
The solution’s flexibility allowed the client to structure environments based on region and regulatory need.
- Regional Architecture: Deployed Wilmac Continuity Replay instances across the U.S., EMEA, APAC, and LATAM for secure, searchable access to historical data.
- Data Normalization and Security: Decrypted and converted recordings into standard .wav files, reducing technical overhead and ensuring long-term compatibility.
- Integration with Five9: Linked directly to Five9 for seamless ingestion of new recordings, unifying historical and live data across regions.
- Scale and Delivery: Executed 15+ deployments and 10+ extraction projects, establishing a global foundation for the client’s voice data strategy.
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What This Means: Standardization and Compliance Across Regions
By adopting Wilmac Continuity Replay, the client gained complete control over historical and active contact center data. Legal, compliance, and business teams can access recordings instantly without relying on outdated servers or legacy systems.
The integration with Five9 ensures that all ongoing customer interactions are captured and retained under the same governance model, reinforcing the company’s data retention and compliance strategy.
This approach simplified global operations and created a standardized process that can be replicated for every new acquisition. It also positioned the company for the future, allowing teams to explore cloud migration options while maintaining seamless continuity and regulatory adherence.
The Result: Unified, Compliant, and Efficient Operations
Infrastructure Simplification:
Multiple outdated recording systems were decommissioned, reducing infrastructure costs and freeing internal IT resources.
Compliance Confidence:
By linking Wilmac Continuity Replay with Five9, the client established a continuous and compliant retention lifecycle for both legacy and live recordings.
Universal Accessibility:
Teams across regions now use a single, secure platform to find and play back legacy and ongoing recordings.
Platform Focus:
Contact center leadership can concentrate on optimizing Five9 as the global platform for live operations while Wilmac Continuity Replay ensures compliance and accessibility for all stored interactions.
Continuity Replay gave us a unified way to unlock and govern years of recordings without the drag of legacy systems. Our teams can find what they need in minutes, and we’ve reduced the complexity and cost of keeping multiple platforms alive.
Continued Partnership: A Model for Long-Term Collaboration
The partnership between the client and Wilmac Technologies continues to grow stronger. When new systems or acquisitions are introduced, the client turns to Wilmac for consultation, extraction services, and integration planning.
Weekly collaboration ensures every regional instance of Wilmac Continuity Replay continues to perform optimally. The teams are currently exploring a phased migration of Wilmac Continuity Replay to the cloud, a move that will further enhance scalability, availability, and long-term resilience.
