Why Wilmac: Innovation and Collaboration Through Our Partner Program
August 15th, 2024
Written by Grace Boesel
As business and technology evolve, one consistency stands out: partnerships.
Wilmac’s Partner Evolution: Valued-Added Reseller and Software Vendor
At Wilmac Technologies, our partnerships run two ways: as a value-added-reseller (VAR) and as a software vendor.
In 1992, we began selling and supporting Workforce Optimization solutions as a VAR for NICE in their different verticals: public safety (NICE Inform), financial compliance (NTR and NICE Compass), and contact center (NICE Engage).
This exposure to various solutions, industries, and people gave us the expertise to establish ourselves as a trusted advisor in the space, which continues to be a large part of our business today.
In 2015, our customers in financial compliance came to us with a challenge surrounding the accessibility of their call recordings that were locked in the platforms we had sold to them. We took it as an opportunity to develop our own software, and Continuity Replay came to be.
Fast forward to today, and we continue to partner with industry-leaders like NICE, Verint, Five9, and Calabrio as a VAR. Beyond that, though, we have built our own Wilmac Technologies partner program, designed for organizations to sell our Continuity Replay Cloud solution.
This blog will dive into greater detail of how we view partnerships as a catalyst to our business growth, and what members of our own partner program can expect in adding Continuity Replay Cloud to their portfolio.
The Importance of Strategic Partnerships
The biggest reason to partner in B2B SaaS? Surely the mutual benefits experienced, but it goes much deeper than that.
Three of the biggest outcomes of partnerships that we’ve witnessed are new markets, innovation, and growth.
New People, New Markets
Strategic partnerships open doors to new people and new markets. By collaborating with us, our partners can utilize Continuity Replay Cloud to enhance their sales strategies, introducing this innovative solution to their existing customer base. This approach takes advantage of the fact that many organizations are still unaware of the powerful capabilities offered by Continuity Replay Cloud.
Enhancing Innovation
Through our partnerships, we combine our expertise with that of our partners to foster innovation. These collaborations result in cutting-edge solutions that address the ever-evolving needs of our clients.
Many organizations that would benefit from using Continuity Replay Cloud and are facing the challenges we see every day have no idea that a solution like that exists, opening the opportunity for partners to use our niche solution as a differentiator.
As a customer and partner-led solution, members of Wilmac’s partner program can influence the roadmap of Continuity Replay Cloud’s development, customizing it for their customers and accommodating their needs.
By sharing knowledge, resources, and customer feedback, we drive advancements that neither company could achieve alone.
Mutual Growth and Success
At Wilmac Technologies, we believe that genuine partnerships are rooted in mutual growth and shared success. By joining forces, we can offer customers a solution that addresses challenges often overlooked, turning afterthoughts into opportunities. With Continuity Replay Cloud, you’ll not only highlight these critical issues but also enjoy the benefits of larger deal sizes, thanks to its unmatched ability to outmaneuver competitors.
Our partner program is crafted to ensure a balanced and equitable relationship, where both Wilmac and our partners thrive. We collaborate closely to achieve shared objectives, creating win-win scenarios that drive long-term success.
How You Can Address Your Customer’s Data Management Challenges
Let’s dive deeper into the problem Continuity Replay Cloud solves and different use cases.
What is Continuity Replay Cloud?
Continuity Replay Cloud is a cloud-based solution for omnichannel archiving and records management, tailored for industries with data retention requirements.
Simply put, Continuity Replay Cloud can ingest customer interaction data from any telephony, contact center, or data storage platform, no matter the vendor or format, and stores it in a cloud-based repository for customers to leverage for compliance, search and replay, and data security.
When we say, ‘customer interactions,’ we’re talking about call recordings, emails, webchat, video conferences, screen recordings, SMS text messages, and other forms of communication that go on in call centers and trading floors.
During the extraction process, this data is pulled from the platform it resides on and is converted into an accessible open .wav format. This allows the customer to have complete control over their data.
For a full list of vendors that we have experience extracting data from, including both legacy and production platforms, click here.
Who is Continuity Replay Cloud built for?
Continuity Replay Cloud is tailored to highly regulated industries like banking, financial services, healthcare, and insurance to help them comply with the strict data retention requirements they’re subject to. From one year to an infinite amount, we’ve found organizations that are dealing with millions, even billions of customer interactions and are required to keep that data benefit the most from using Continuity Replay Cloud.
Common Use Cases
In many cases, the problem that Continuity Replay Cloud solves comes to light late in the game, meaning that customers aren’t thinking about that data until it’s almost too late.
Moving to a New Platform
When organizations are transitioning to a new telephony, call center, or data storage platform, they don’t always consider the data that resides on their old platform. They maintain the legacy system strictly for compliance, wasting time, money, and resources.
Multiple Disparate Data Systems
Organizations that acquire others also acquire their data. Instead of maintaining a variety of siloed data systems, they can streamline compliance, housing all customer interactions in a central location.
Migrating to CCaaS
Many organizations are moving their call centers to the cloud. Continuity Replay Cloud can extract their data off their legacy system once (see first use case), but it can also integrate with and extract data from their CCaaS platform regularly for data consolidation.
Infrastructure Spend and Risk Attached to Legacy Voice Files
Converting call recordings into an open format and storing them in Continuity Replay Cloud allows the end user to decommission legacy systems, migrate their data safely off an on-premises system, search and replay them when necessary, and manage the retention periods associated with their call recording data.
In one scenario, Wilmac Technologies and C1 worked together to provide a large insurance organization with the solution to their data management needs. Acting with reference to the use cases listed above, the partnership resulted in success and the customer now has full access to their customer interaction data while avoiding financial risk.
How did we do it? Read the full partner success story here >>
Benefits of Using Continuity Replay Cloud for Your Customer
Continuity Replay Cloud simplifies data management, offering customers a range of valuable benefits:
Centralized Data Access
Consolidate all customer interaction data in one location.
Seamless Data Integration
Effortlessly merge data from multiple systems into a unified platform.
Enhanced Compliance
Streamline compliance processes with built-in automatic features.
Legacy System Elimination
Decommission outdated applications and infrastructure, reducing costs and complexity.
Benefits of Using Continuity Replay Cloud for You, the Partner
By partnering with us and leveraging Continuity Replay Cloud, you will reap significant benefits along with your customers. Here’s what you stand to gain:
Larger Deal Sizes and Higher Margins
Capture more value with increased deal sizes, leading to greater quota relief and higher commissions.
Competitive Edge
Gain a distinct advantage in the market with a solution that sets you apart from the competition.
Unified Data Management
Access all retrieval and archive management through a single, streamlined interface.
Complete Market Dominance
Fully displace competitors by offering a comprehensive solution that meets all customer needs.
“Wilmac Technologies is our go-to partner for anything related to Continuity Replay and Enterprise Information Archiving. Their team is extremely responsive and willing to work very hard toward a solution for our customers’ needs. We have been very successful during our long-term partnership with Wilmac Technologies with a positive upward trajectory based on our many collaborative successes.”
Chuck Branum
Business Development Manager, C1
“We are really pleased to be working with Wilmac Technologies. Our customers are constantly dealing with difficult and complex situations so they can comply with their data retention requirements. A partner like Wilmac Technologies simplifies how our customers leverage their customer interaction data further to better serve their customers while also remaining compliant.”
Brian Bitsky
Senior Director Partnerships, Five9
Key Partners
With 20 partners and growing, Wilmac Technologies collaborates with several of the most respected industry names including Five9, C1, Waterfield Technologies, and NWN Carousel.
Our partnerships span across various sectors, bringing diverse expertise and innovative solutions to our clients.
How to Become a Partner
If your customers are encountering the challenges mentioned above, rest assured that a solution—and a dedicated organization—are ready to support you. Strategic partnerships are key to driving business growth and success. Joining our partner program is simple and tailored to meet your specific needs. Just complete this brief form or contact Jim Giblin directly to learn more.
Whether you’re interested in our partner program or need assistance with a specific customer challenge, don’t hesitate to reach out. Our partner team will respond promptly to collaborate and find the best solution together.
In Closing
More to Come; Join Now and Grow with Us!
Wilmac Technologies is committed to continuous growth and innovation through strategic partnerships. Join us now and be part of a future where collaboration drives success. Together, we can achieve more and provide unparalleled solutions to our clients.
