Written by Grace Boesel, Marketing Specialist at Wilmac Technologies
This financial services organization faced siloed interaction data and significant compliance risk. How could they move forward in developing a seamless, future-proof data strategy?
Overview: A Global Leader at an Operational Crossroads
A global financial services corporation, serving millions of customers across continents, faced a pivotal moment. As part of a strategic divestion from another large financial firm, this organization was required to fully decommission shared legacy customer interaction systems. The transition not only involved technology, but essential operations data that needed absolute compliance with global data retention and security regulations; essentially an interaction data transformation.
This wasn’t a situation for a one-size-fits-all vendor. The leading financial services organization needed a trusted partner. That’s why they came directly to Wilmac.
The Opportunity: Urgency Meets Expertise
With the divesture underway, the financial services organization confronted the urgent need to extract, secure, and migrate vast amounts of sensitive customer interaction data from legacy NICE Engage and Genesys PureConnect platforms, without compromising on compliance or risking data loss. The organization’s success hinged on its ability to move quickly, ensure regulatory integrity, and achieve operational continuity without disruption and in compliance with retention regulations of 5-7 years for both platforms.
Wilmac was brought in to lead this compliance strategy alignment with a solution to play in seamlessly with their existing strategy and assist in an interaction data transformation.
Challenges: Complex Data at Scale
The obstacles were significant. The organization’s customer interaction data was locked in two major legacy systems:
The files were not only siloed and inaccessible but also stored in outdated formats that made retrieval and compliance reporting costly and inefficient.
The financial services organization also faced rising costs simply to maintain access to these recordings, with legacy vendors charging premium fees for storage and retrieval. The increasing pressure to meet global retention requirements only added urgency to this already complex challenge.
The Solution: Wilmac Continuity Replay
Wilmac deployed its purpose-built solution, Wilmac Continuity Replay, to provide an interaction data transform for the organization, and unify recording infrastructure into a secure and compliant archive.
Continuity Replay centralized and archived all 283 million recordings into a single secure platform. Every file was decrypted from its original format and re-encrypted to meet the latest compliance standards, ensuring data was not just migrated, but fully compliant. The solution provided seamless access to recordings, significantly reduced storage costs, and eliminated dependency on legacy systems.
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Continued Partnership
This financial services institution’s interaction data transformation strategy alignment with Wilmac didn’t end with this extraction. There are now multiple ongoing initiatives between Wilmac and the organization, exploring new opportunities to elevate customer interaction technologies. Continuity Replay is now their central repository for legacy and near real-time recordings.
Key Achievements & Business Impact
40–50% Cost Reduction
By eliminating legacy system dependencies and optimizing data storage.
Audit-Ready and Future-Proof
The organization now benefits from immediate, secure access to historical interaction data for regulatory inquiries, audits, and internal review.
Total System Decommission
Successfully retired both NICE Engage and Genesys PureConnect platforms, moving the files to Continuity Replay in near real-time.
Outcomes: Secure, Compliant, Centralized
With Wilmac’s support, the financial services organization:
All previously siloed recordings are now available through one secure and searchable platform.
All files are stored in accordance with the organization’s stringent retention policies and industry regulations.
End-to-end encryption ensures sensitive data remains fully protected, accessible only to authorized personnel.
