A Future-Proof Strategy for Data Compliance: How a Large State Government Agency Reclaimed Control of Its Interaction Data
Written by Grace Boesel, Marketing Specialist at Wilmac Technologies
The Opportunity: Siloed Customer Interactions
When a large state government agency responsible for public health and social services began its migration to the cloud, it encountered a roadblock familiar to many in highly regulated industries: legacy systems that were expensive to maintain and impossible to navigate, with years of data locked in proprietary formats resulting in a lack of data compliance.
This agency’s challenge was brought to Wilmac’s attention through our longstanding partner, C1, in October 2024. We were already familiar with the agency’s environment, having supported a successful Verint migration project back in 2022. This time, however, the issue had grown more complex: the agency had transitioned call recording to a Genesys Cloud deployment with no practical way to search or replay the recordings. Therefore, millions of files were stored as static WAVs with no metadata, no user interface, and no control.
The Challenges: Unusable Data and Soaring Costs
Although the agency had previously used a version of Genesys and retained legacy Verint infrastructure, neither system was equipped to meet their current data compliance and operational needs. Why?
> 13.5 million call recordings stored in Genesys were inaccessible due to proprietary encryption
> 196 million files resided in an aging Verint system that had been decommissioned yet still required ongoing maintenance to retain data
> The Verint system alone cost $600,000 annually to support
Without a centralized solution, data compliance risks were large, and operational leaders were growing frustrated with the lack of visibility and control.
Data Stuck in Legacy Systems
Verint & Genesys
Strict Retention Regulations
5+ years
Locked in Proprietary Format
Genesys
Siloed Data Across Systems
Verint & Genesys
High Cost of Data Cold Storage
Verint Data
Details of the Situation:
Previous Systems
Genesys & Verint
210 Million Files
196m Verint, 13.5m Genesys
2 Separate File Formats
Verint, Opus
Data Compliance Challenges
Siloed, multiple formats, encryption barriers, retention mandates, costs
The Solution: Data Compliance in One Single Source of Truth
Through C1, Wilmac stepped in to deliver Wilmac Continuity Replay, a vendor-agnostic platform designed to centralize and enable secure access to call recordings across multiple systems.
This allowed the state government agency to:
- Gain full search and replay capabilities for both Genesys and Verint files which were previously unavailable due to format and encryption
- Retire old Verint infrastructure without losing access to critical historical data
- Implement retention management policies aligned with HIPAA and internal mandates.
- Save nearly $600,000 in platform maintenance over three years, freeing up resources for further modernization
- Achieve full data compliance, keeping up with government regulations
The Outcome: Data Compliance, Control, and Long-Term Value
The project gave the agency visibility to over 210 million interaction files, enabling them to meet data compliance requirements without the overhead of legacy technology. Wilmac Continuity Replay empowered operational teams with:
> A user-friendly, searchable interface that makes data access seamless
> Flexible architecture that aligned and assisted with their migration strategy to Genesys Cloud
> A scalable, secure foundation for future transformation initiatives
By adopting a vendor-agnostic strategy and working with a partner committed to people-first technology, the agency turned a costly liability into a secure, compliant, and accessible data environment.
Key Achievements & Business Impact
Total System Decommission
Successfully retired both Verint and Genesys systems, moving the files to Wilmac Continuity Replay.
Access to 210 Million Files
The large state government agency now has full, central access to all Verint and Genesys recordings in Wilmac Continuity Replay.
$600k in Cost Savings
With their data in Wilmac Continuity Replay, the agency no longer maintains their costly Verint legacy system.
Ready to Uncover the Value Locked in Your Legacy Systems?
How to know if Wilmac Continuity Replay is the solution for you? Take our compatibility survey today to see how you match.
