Unlocking 3 Billion Interactions: How a Leading North American Financial Institution Centralized Compliance and Cut Costs
Written by Lada Kozachok, Marketing Specialist at Wilmac Technologies
Can a bank retire legacy systems without losing access to critical data?
Introduction: A Financial Institution Confronts Data Risk with Centralized, Secure Access
In this case study, we will explore how one of North America’s leading financial institutions serving over 26 million customers with a broad portfolio of banking and investment services transformed its approach to interaction data management.
Operating in a highly regulated environment, the organization was responsible for retaining large volumes of voice and digital communications across legacy platforms, with requirements extending up to 10 years. Fragmented systems and manual processes created risk, cost, and complexity.
Wilmac Technologies partnered with the institution to deploy Continuity Replay an enterprise-grade platform that delivers secure, centralized access to interaction data, ensures long-term compliance, and simplifies operations while reducing overall costs.
The Opportunity: One Platform for Governance, Growth, & Efficiency
This major retail and commercial bank recognized that the growing complexity of its communications environment combined with rising regulatory pressure required a strategic shift in how interaction data was governed. As operations expanded across multiple lines of business, each with its own technology stack and compliance obligations, the opportunity became clear:
Unify data from Verint, Genesys, and NICE platforms into one accessible archive & retire aged platforms.
Enhance compliance readiness across geographies and regulations.
Enable future initiatives, including advanced analytics and AI.
Challenges: Fragmented Data, Rising Risk, and Mounting Costs
Despite the opportunity, the path forward wasn’t simple. The organization faced several critical challenges:
3 Billion+ Recordings Across Platforms
Audio and digital interaction data was stored in proprietary formats within NICE, Genesys, and Verint systems none of which communicated with each other.
Compliance Pressures
Regulations such as PCI-DSS, and GDPR demanded granular access control, encryption, and long-term data retention.
Siloed Modalities
Voice, chat, and other digital interactions were housed separately, slowing down retrieval for audits and internal reviews.
High Storage & Maintenance Costs
Maintaining legacy platforms purely for data access strained IT budgets and resources.
Privacy & Security Concerns
With growing analytics initiatives, protecting personally identifiable information (PII) became paramount.
The Solution: Continuity Replay
Major retail and commercial bank selected Continuity Replay to consolidate and modernize its interaction data infrastructure.
Wilmac Technologies deployed the solution across the enterprise, leveraging its ability to extract, convert, and normalize data across Verint, Genesys, and NICE platforms.
Key components of the solution included:
- Cross-Platform Data Extraction: All legacy recordings regardless of origin were ingested into a single system.
- Centralized Archive: A secure, unified environment was created for voice and chat interactions, accessible by role or business unit.
- Access Controls & Compliance Features: Fine-grained permissions and audit logging ensured compliance with evolving regulatory demands.
- Data Lifecycle Management: Retention policies were standardized and automated, minimizing risk and manual effort.
- AI & Analytics Enablement: With data now normalized and searchable, the foundation was set for future insights and automation.
Check out our recent event with TD Bank, where we sat down and talked about how they’re using the Continuity Replay platform.
What This Means: Key Achievements and Business Impact
Since implementation, the organization has realized measurable improvements across multiple areas:
- Decommissioned 3 Legacy Systems — reducing costs and freeing up IT resources
- Centralized Over 3 Billion Recordings — eliminating fragmentation and accelerating access
- Improved Compliance Confidence — with centralized oversight and audit-ready data
- Reduced Risk of Data Breach or Loss — thanks to secure storage and encryption controls
- Enabled Future-Looking Initiatives — including AI model development and advanced analytics
The Result: Centralization & Cost Savings
Today, this Tier 1 bank manages its historical and ongoing interaction data with clarity, speed, and control.
What was once a scattered, costly, and risky data landscape is now a secure, centralized resource that empowers every part of the business from compliance to customer service to strategic innovation.
By choosing Continuity Replay and partnering with Wilmac Technologies, the organization has not only resolved its legacy data challenges it’s built a foundation for the future.
Continued Partnership: Building a Future-Ready Framework for Interaction Data Management
The success of the Continuity Replay implementation marked the beginning not the end of Wilmac’s collaboration with this bank.
From the outset, both teams embraced a hands-on, communicative approach that extended well beyond the technical deployment. Together, they’ve continued to evolve the solution in response to changing regulatory requirements, internal governance priorities, and technological shifts.
Continuity has helped us operationalize and centralize everything—we’re no longer spread across multiple systems. And Wilmac’s team has actually listened. We’re actively working together to evolve the platform and tackle what’s next.
Wilmac remains a trusted advisor as the organization refines its data retention policies, builds out access protocols, and explores opportunities to integrate interaction data into broader business intelligence initiatives.
The teams work closely to ensure privacy and security are upheld as analytics and AI become more central to organization’s long-term strategy. This ongoing partnership has transformed interaction data from a compliance obligation into a strategic asset backed by a flexible, future-ready infrastructure.
