Large Insurance Provider Reclaims Historical Data in a Central Compliance Archive Alongside Five9 CX
Written by Grace Boesel, Marketing Specialist at Wilmac Technologies
Overview: An Encrypted, Outdated, and Siloed Nightmare
A leading nonprofit health insurance provider based in the Midwest faced a growing challenge: maintaining access to years of historical contact center data stored within outdated, siloed systems. The organization, which has served families and employers since 1975, prides itself on improving community health outcomes and now supports nearly 1.5 million members through partnerships with dozens of regional healthcare systems.
As their contact center strategy evolved over the years, they sought a future-ready CX platform and ultimately selected Five9 CCaaS. However, migrating onto the platform meant addressing decades of legacy data tied to systems like Cisco and Avaya. They needed a central compliance archive to pair with Five9 in order to retire those environments while retaining access to every critical call recording and interaction file.
Challenge: High Costs and Operational Burden
Before modernization, the organization’s data landscape was fragmented and costly to maintain. Historical recordings were stored in encrypted Verint formats, scattered across Cisco and Avaya architecture, and were largely inaccessible without expensive retrieval processes. Compliance teams and auditors often faced delays when retrieving information from cold storage, creating operational burden and potential compliance risks.
“Our team needed a solution that could help us retire legacy platforms, retain access to all historical data, and support the future vision for our contact center” said a senior IT leader at the organization.
Solution: Wilmac Continuity Replay
To achieve a seamless transition onto Five9, the organization partnered with Wilmac Technologies and implemented Wilmac Continuity Replay, a vendor-neutral compliance archive. This platform provided a secure, centralized location for all data – both near real-time and historical – without the need to maintain outdated systems. Wilmac Continuity Replay was chosen for its ability to:
- Unlock encrypted Verint formats, making historical recordings readily accessible .
- Enable full retirement of legacy Cisco and Avaya systems, eliminating expensive maintenance contracts.
- Improve audit and compliance readiness with efficient data retrieval.
- Centralize millions of Verint 15.2 files into a single compliant repository for long-term access.
- Integrate with Five9 CX to unify historical and real-time recorders.
Ready to Strengthen Your Data Strategy? Evaluate how Wilmac Continuity Replay can enhance your compliance and data management.
Outcomes: CCaaS Meets Central Compliance Archive
With the combination of Wilmac Continuity Replay and Five9, the nonprofit successfully retrieved 28.5 million historical files and consolidated them into one central compliance archive.
This initiative allowed the organization to:
Decommission its legacy Cisco and Avaya environments
Reduce costs tied to Verint maintenance and storage
Strengthen compliance and data retention strategies
Focus resources and innovation on initiatives powered by Five9
Today, their contact center operates more efficiently, with confidence that every piece of historical data is preserved, accessible, and compliant. This system supports both operational continuity and a stronger foundation for the future.