Limited Native Retention
Modern CCaaS platforms surface recordings for a short window before cold-storing them or dropping them from the UI. Compliance teams need years of instant-access history — Continuity Replay closes that gap.
Data Integration
Amazon Connect Data Integration
About Amazon Connect
Using Amazon Connect (AzC) and subject to retention requirements? Your customer interaction data could be at risk, and Wilmac can put you in full control of it.
Risks of Keeping Your Data in Native Amazon Connect Storage
- Contact Trace Records (CTRs) disappear from the Amazon Connect UI after 24 months, leaving you exposed during audits or investigations.
- You can only query an 8-week window and download a maximum of 3,000 records at a time, making reporting and historical analysis slow and incomplete.
- Customer interaction data in S3 may meet retention rules, but finding specific records is slow and difficult during audits.
- Building your own reporting layer in OpenSearch, Redshift, or Athena is costly, complex, and still incomplete.
How Wilmac Helps
Amazon Connect keeps your data in S3, but without the tools to make it easily usable. Wilmac Continuity Replay gives you that missing layer.
- Combine historical data from legacy platforms with real-time AzC data in a single, searchable archive.
- Quickly locate and retrieve specific records without UI limits or manual exports.
- Retain recordings, transcripts, and CTRs beyond AzC’s 24-month surface limit, with the reporting structure regulators expect.
With Wilmac Continuity Replay, you don’t lose control of your data or depend on Amazon Connect’s constraints. You get a platform designed for compliance and usability.
What Happens to Your Amazon Connect Data?
You retain full control of your data. Nothing moves out of AWS. With Wilmac Continuity Replay, your recordings, transcripts, and CTRs stay in S3, but gain a powerful compliance and management layer on top.
Wilmac Continuity Replay integrates seamlessly with Amazon Connect and is already hosted in AWS, creating a unified strategy for managing both legacy and real-time data.
The result: one platform, one pane of glass, and complete confidence in your compliance posture.
Why Add Wilmac
Where native Amazon Connect falls short.
Modern platforms are built for real-time operations — not for the long-term retention, deep search, and cross-platform archive strategy compliance teams actually need.
Search & Retrieval Constraints
Native search was built for daily operations, not audits. Time windows are narrow, result caps are low, and cross-channel search is often unavailable when investigations need it most.
Vendor Lock-In
Your recordings are only as portable as your CCaaS vendor allows. Continuity Replay stores your data in an open format you own — even as your platform strategy evolves.
Compliance Exposure
Regulators don't care that your platform's native retention has a limit. Continuity Replay closes the gap between what your vendor stores and what your compliance obligations require.
The Wilmac Approach
Access. Enrich. Retain.
Three steps to layer Continuity Replay onto Amazon Connect — without disrupting your current setup.
Access
We connect to your platform via API — nothing moves out of your cloud, and native workflows keep running exactly as they do today.
Enrich
Recordings become searchable, transcribable, AI-ready in a unified archive that spans past and current systems.
Retain
Your data stays retained for as long as regulators require — with encryption you control and open formats that outlast any single vendor.
Recommended Companion
Wilmac Continuity Replay.
To close the gaps in Amazon Connect, Wilmac Continuity Replay is the platform we most often recommend layering alongside. A vendor-neutral compliance archive with advanced search, replay, and AI-ready open formats.
Explore Wilmac Continuity Replay →- Vendor-neutral archive
- Advanced search & replay
- AI-ready open formats
- Automated retention policies
- Customer-managed encryption
Integration Support
Let's layer a modern archive
onto Amazon Connect.
Talk to a Wilmac integration expert about connecting Amazon Connect to Continuity Replay so your recordings stay retained, searchable, and AI-ready for as long as regulators require.