How a Large Insurance Organization Migrated from a Legacy System to Cloud-Based Compliance and Data Management

August 15th, 2024

Written by Garry White, Enterprise Information Archiving Sales Director

C1 (formerly ConvergeOne), a strategic partner of Wilmac Technologies, brought this insurance organization’s situation to our attention in 2022. The organization faced stringent data retention requirements for their call recording data and faced looming financial penalties.

Recognizing the urgency, Wilmac introduced Continuity Replay, delivering a seamless data transfer and conversion of millions of call recordings. This pivotal intervention not only resolved the insurance organization’s challenges but also created a thriving partnership.

The Opportunity

This large insurance organization is a global leader in financial and investment management services, serving over 18 million customers worldwide. Efficient call recording data management is a critical component of their operations and given their vast customer base and extensive experience, maintaining accurate and accessible call records is essential for ensuring compliance, delivering exceptional customer service, and supporting their long-term growth objectives.

With millions of voice data files on a Verint legacy system under a 10-year retention period, the insurance organization faced a pivotal decision: maintain their legacy system and risk fines for non-compliance or implement an alternative solution to safeguard their call recordings.

In response, the large insurance organization engaged C1 because they were moving their customer interaction data to AWS but had a very large Verint legacy estate to maintain with call recordings in data centers they needed to exit. C1 engaged Wilmac Technologies to help decommission the Verint system.

The Challenges

Challenge 1: Transitioning Data Management Systems

The insurance organization was moving from Verint 15.1 to a Contact Center as a Service (CCaaS) platform with C1.

The call recordings had a 10-year retention period and the Verint platform was installed in a data center that the organization needed to exit within 12 months to avoid severe financial penalties.

On the Verint system, their call recordings were locked in a proprietary format, meaning they either had to go to Verint for a bulk export or maintain their Verint system for compliance, severely costing them money and resources.

Challenge 2: Managing Multiple Data Sets

This insurance organization had acquired several insurance companies, necessitating a solution to manage multiple sets of data on both NICE Perform and NICE Engage systems. Acquiring several insurance companies involved acquiring all their customer interaction data, subject to retention.

With four recent acquisitions, they needed a vendor-agnostic platform to handle diverse data formats. the insurance organization had multiple data sets and if they didn’t find a solution to consolidate, they would face costly consequences with allocating resources to maintain the acquired systems.

Verint 15.1

The system the insurance organization was moving off of with C1.

NICE Perform & NICE Engage

The systems this organization had acquired and needed to decommission.

60 Million

The number of files

Verint 15.1 Proprietary wav

The file format

The Solution

Upon C1’s recommendation, the insurance organization engaged Wilmac Technologies who then implemented Continuity Replay. The organization opted for Wilmac over Verint’s bulk export, impressed by Wilmac’s proven track record, credible references, and a compelling proof of concept.

Continuity Replay provided the insurance organization with seamless access to their call recordings from Verint 15.1, NICE Perform, and NICE Engage. This enabled the organization to decommission their Verint platform, resulting in substantial cost savings.

Furthermore, Continuity Replay facilitated the consolidation of data sets from the acquired NICE Perform and NICE Engage platforms by the insurance organization. By decommissioning these additional platforms, the large insurance organization achieved even greater financial savings.

The Outcomes

With Continuity Replay, Wilmac was able to successfully extract and convert all data files, on all three platforms, and maintain them securely in an AWS environment. As a long-term solution, those files can be maintained with the control over who can access them.

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Data Extraction & Conversion

Securely accessed and extracted all Verint 15.1, NICE Perform, and NICE Engage data files. All 60 million files will remain secure in Continuity Replay, where the insurance organization can control access and status of the data.

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Guaranteed Compliance

All customer interaction data was retained, ensuring compliance with current and future regulations. Each individual system, including all the acquired data sets, met their requirements and is now accessible to the insurance organization at any time.

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Retention Strategy Alignment

The timely data extraction allowed the insurance organization to comply with their data retention strategy and successfully exit the data center. This allows for great financial savings and no more looming penalties.

Achievements & Key Benefits from Wilmac’s & C1’s Partnership

One Time Bulk Transfer

All 60 million files were extracted from Verint 15.1, NICE Perform, and NICE Engage maintaining compliance with their 10-year retention period.

Cost Savings

The insurance organization saved thousands of dollars with all the data sets extracted off legacy platforms.

Compliance Management & Organization

With Continuity Replay, the organization enjoys automated compliance features such as legal hold, audit logging, and retention purge.

Continued Partnership

Thanks to the successful collaboration between C1 and Wilmac Technologies, this large insurance organization has successfully exited their data center, moved away from Verint, and now enjoys full access to all their voice data files.

This thriving partnership is ongoing as the insurance organization acquires additional organizations and data sets, increasing the call recordings being stored in Continuity Replay and guaranteeing compliance with varying retention requirements.

These initiatives will further solidify this organization’s data management capabilities and strengthen their commitment to excellence and compliance.

Looking for secure and unified data management? Let’s talk! >>

“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 at C1

About C1

C1 is a global technology solution provider elevating connected human experiences, transforming the industry by creating connected experiences. More than 6,000 customers use C1 every day to help them build meaningful connections through innovative and secure experiences. C1 and Wilmac Technologies have been successfully partnered for over three years.