How a Global Energy & Utilities Organization Took Back Control of Its Customer Interaction Data and Achieved PCI Compliance
Written by Grace Boesel
Case Study, Enterprise Information Archiving
Introduction: The Struggle for Data Control
For years, this energy & utilities organization was sitting on a 45-million-file problem—millions of customer interaction recordings trapped in an outdated NICE Engage system. Their compliance risks were growing, data access was limited, and operational efficiency was suffering.
With four years of critical recordings scattered across legacy infrastructure, this organization faced two pressing challenges:
1. PCI Compliance Risks – Their reliance on pause-and-resume controls for call recordings led to breaches due to human error. This put them at risk of violating stringent compliance regulations.
2. Limited Data Access & Vendor Lock-in – Their own data was difficult to retrieve, making quality assurance (QA), litigation support, and analytics nearly impossible.
To move forward, this organization needed a cloud-based solution that would put them back in control—one that would secure compliance, provide on-demand access, and eliminate vendor dependency.
Phase 1: Solving the PCI Compliance & Legacy System Issues
The Problem: A Compliance Nightmare & Inaccessible Data
The energy & utilities organization’s on-premise NICE Engage system was no longer meeting its needs:
PCI compliance breaches – the organization used pause-and-resume controls to protect customer payment data, but since these controls relied on manual processes, human error was inevitable. If an agent forgot to pause a recording or restarted too late, sensitive financial data was captured and stored—violating PCI regulations.
Slow, limited access to data – With millions of files stuck in NICE Engage, retrieving and analyzing call recordings was frustratingly slow and inefficient.
Costly infrastructure maintenance – Maintaining legacy servers was expensive, yet decommissioning NICE Engage required a complex data extraction process.
The Solution: A Secure & Compliant Cloud Transition with Wilmac
The energy & utilities organization turned to Wilmac (through C1) to migrate off NICE Engage and move its entire archive to Continuity Replay, ensuring both PCI compliance and unrestricted access.
Decommissioned NICE Engage – Wilmac extracted all 45 million files and securely transitioned them to a modern, flexible cloud storage system.
Secured PCI compliance – Third-party redaction tools now remove sensitive payment data, eliminating human error and ensuring full compliance.
Unrestricted access & security – With granular user permissions, employees can only access the exact recordings they need—preventing unnecessary data exposure.
Flexible migration timeline – Wilmac executed the migration on the customer’s schedule, ensuring the transition didn’t disrupt operations.
The Impact: Compliance, Control, and Cost Savings
By eliminating NICE Engage and moving to Wilmac’s Continuity Replay data management platform, the energy & utilities organization took back control of its data:
Guaranteed PCI Compliance
No more reliance on pause-and-resume. Sensitive payment data is now automatically redacted.
Full Data Access & Retrieval
No more delays. They now have on-demand access to any call recording, instantly.
Lower Operational Costs
By removing legacy infrastructure, the organization reduced compliance risk and IT overhead.
But the organization’s transformation didn’t stop there. Once they gained control over their data, they saw an even bigger opportunity—freeing themselves from another vendor lock-in.
Phase 2: Unlocking Analytics & Eliminating Vendor Dependency
The Problem: A Costly, Inefficient Analytics Vendor
With NICE Engage gone, the energy & utilities organization needs a way to maximize the value of its call recordings. However, their existing analytics vendor is becoming inoperable, forcing them to:
Rely on an expensive, rigid system that required heavy development work for any custom analytics.
Continue paying high vendor costs despite slow processing speeds.
Lack the flexibility to run insights on their own terms.
Instead of staying locked into a costly, inefficient analytics provider, the energy & utilities organization & Wilmac are working to the opportunity to leverage Wilmac’s expertise and create a customized analytics platform within Continuity Replay.
The Solution: Building a Better, More Flexible Analytics Platform
Wilmac’s solution offers the energy & utilities organization everything their previous vendor couldn’t:
Faster insights – they can now run analytics directly on their stored recordings, without relying on an external provider.
More cost-effective – Wilmac’s platform eliminates unnecessary development costs and vendor fees.
Greater flexibility – Instead of being locked into one analytics system, they now have the power to choose how they analyze their data.
The Ongoing Impact: A Future-Proof Partnership
With Wilmac, this customer isn’t just solving yesterday’s problems—they’re future-proofing their data strategy:
Analytics on Their Terms
No more vendor lock-in. They control their own data and insights.
Scalability for the Future
As the organization’s needs evolve, Wilmac’s Continuity solution can scale with them.
A Long-Term Partnership
With millions of customer interactions each year, the energy & utilities organization knows that Wilmac will continue to optimize, secure, and streamline their data strategy.
Why Data Control & PCI Compliance Matter More Than Ever
This organization’s transformation highlights a critical truth—if your data is trapped in legacy systems, burdened by compliance risks, or controlled by external vendors, it’s not really your data.
By partnering with Wilmac, the customer has:
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- Regained complete control over its customer interaction data.
- Ensured PCI compliance by eliminating human error in call recordings.
- Freed itself from vendor lock-in, allowing for more cost-effective, flexible analytics.
And this is just the beginning.
Your organization could be facing the same challenges—are you ready to take back control? Let’s talk about how Wilmac can secure your compliance, free your data, and unlock its full potential.
