Continuity Replay vs. Theta Lake: Own Your Customer Interaction Data
Written by Grace Boesel, Marketing Specialist at Wilmac Tech
Understand the possible issues that can arise
Compare Wilmac & Theta Lake
What are the risks of inaction?
The Stakes: Why Your Compliance Strategy Is Broken
Over the past 70 years, we’ve seen many customers start with a challenge and end up with it solved by one of our experts. In many of these customers, we’ve seen four common challenges. Check them out before you move on:
Missed AI Insights on Current & Historical Data
Your customer data is an AI goldmine between details of conversations and solved challenges.
Siloed Data and Disconnect Between Legacy Systems and/or Cloud
Old on-prem systems that still run are disparate from current CCaaS functionality, meaning possible miscommunication.
Compliance for Retention Regulations
Policies from HIPAA, FINRA, GDPR, PIPEDA and others are constantly changing, and your organization needs to keep up with that.
High Costs of Managing Multiple Vendor Solutions
Vendors like NICE, Genesys, Verint, and Cisco are known for their high costs associated with keeping data in an older system or extracting it.
Lack of Transparency in How Data is Stored and Retrieved
Older systems don’t run audits on interaction history, meaning gaps in customer data.
Leading financial institutions solved these. Read our white paper >>
Legacy Customer Interaction Data Extraction: Continuity Replay vs Theta Lake
If your customer interaction data meets any of these challenges, Continuity Replay might be your answer. Created in 2015 from customer requests, this cloud platform converts your data into an accessible format and stores it in a browser-based UI for search, replay, and AI insights.
This means your data is centralized, vendor-agnostic, and backed by a solid partnership with Wilmac Tech, who has been in the industry for nearly 70 years.
Theta Lake was founded in 2017, and their Unified Search and Archiving tool is a cloud compliance platform focused on capturing and supervising modern collaboration tools like Zoom, Teams, and Webex.
It excels at real-time content monitoring and AI-driven policy enforcement but is not designed for large-scale ingestion or replay of legacy call recordings, limiting its utility in long-term interaction data management. This platform works similarly to Continuity Replay to respond quickly and accurately to compliance, discovery, and investigation.
We’ve never met a legacy file format we couldn’t extract and convert. Check out our legacy extraction hub to learn more.
Deep Dive: Key Features Analysis
| Feature | Wilmac Technologies Continuity Replay | Theta Lake Unified Search & Replay |
| Legacy Recording Support | Built for large-scale ingestion and conversion of legacy systems | Not purpose-built for legacy ingestion of conversion |
| Playback | Native playback for audio and screen recordings | Playback for UC content only; legacy playback requires full ingestion |
| Retention & Legal Hold | Granular retention controls, editable retention dates, Legal hold | Basic retention tied to platform policies |
| Ingestion Flexibility | Vendor-neutral, supports NICE, Verint, Genesys, Five9 for new & old recordings. | Requires reprocessing through proprietary indexing pipeline |
| Operational Use | Designed for QA, investigations, performance reviews, and compliance | Primarily focused on compliance review |
| Screen Recording Integration | Supported and synced with audio playback | Not supported, although video integration is |
| Chain of Custody | Built-in audit trail, record history, and Legal hold status | Limited support for legacy chain of custody |
| Scalability | Proven at enterprise scale (millions to billions of records) | Optimized for modern collaboration platforms |
| Total Cost of Ownership | Lower over time due to reduced IT lift and reuse of legacy assets | Potentially higher due to required reprocessing and migration |
| Conversion of Proprietary Data | Proven to convert legacy proprietary recording codecs like NICE, AVAYA, Odiogo… | Unknown abilities |
| Budget Impact & Cost | Lower cost over time | One time high cost |
How Convera Transformed 219 Million Call Recordings into a Unified, Cloud-Based Compliance Strategy
Convera, a leading global payments company, needed to modernize how it managed over 219 million call recordings spread across NICE, Zoom, and Amazon Connect.
With regulatory mandates in place, their infrastructure had become costly, fragmented, and difficult to navigate not just for compliance, but for any strategic analysis.
In partnership with Wilmac, Convera deployed Continuity Replay, migrating its interaction data to a centralized, cloud-based archive in AWS.
The results:
- 219 million recordings migrated
- 50% reduction in infrastructure costs
- 4 month timeline from start to cloud archive
- Seamless global access for legal, compliance, and operations teams
Now, Convera is positioned not only for compliance, but also to harness their data for long-term AI initiatives and global operational insight.
Why Continuity Replay Wins
While Theta Lake is not designed for large-scale ingestion, conversion, or management of legacy call recordings from systems like NICE, Verint, or Genesys, Continuity Replay is. It natively replays proprietary or encrypted historical recordings without full migration to the platform. However, some objections we hear include:
Objection: “Theta Lake fits our compliance needs”
Rebuttal: “Continuity Replay covers compliance and goes further with QA, investigations, and more.”
Objection: “We only need UC compliance”
Rebuttal: “Continuity Replay does that AND gives you full access to legacy and hybrid data.”
Objection: “We already use Theta Lake with Teams/Zoom.”
Rebuttal: “Continuity Replay supports those too, plus legacy systems and full playback of old data.”
Objection: “Theta Lake has strong AI compliance tools.”
Rebuttal: “So does Continuity Replay. Plus, it’s built for long-term retention, playback, and auditing and can go even further for AI insights.”
Objection: “Theta Lake is cheaper upfront.”
Rebuttal: “Continuity Replay avoids costly reprocessing and has lower long-term ownership costs.”
Ultimately, Continuity Replay through Wilmac Technologies is:
Your Built-in Response to Customer Needs
Managed Implementation, Not Just Technology
Working With Your Existing Tech, Not Against It
A Partnership
The Risk of Inaction: What Your Data Can Do
If you came to this page not already seeking a compliance archiving solution, let this be your sign of how crucial having one is.
To put it simply, without a platform to search and replay interactions, control audit logs, and export files when needed for audits or legal issues, you put you and your organization at risk for:
Loss of Insights on Interaction Data
Your customer data is an AI goldmine between details of conversations and solved challenges.
Noncompliance with Retention Periods
Policies from HIPAA, FINRA, GDPR, PIPEDA and others are constantly changing, and your organization needs to keep up with that.
Cold Storage Costs & Inaccessibility
Old on-prem systems that still run are disparate from current CCaaS functionality, meaning possible miscommunication.
Let’s Modernize Your Compliance Strategy
Wilmac’s Continuity Replay is built for you. From the first conversation, our experts will be with you the entire time and ensure that your data ends up where it’s meant to be: in your hands.
