Wilmac’s What, How, Why Series: Continuity Automated
September 28th, 2022 | Last Updated August 12th, 2025
Written by Emily Miller, Director of Marketing
At Wilmac, we believe customer interaction technology must put people first. That belief powers everything we do, including how we manage, secure, and extract value from customer interaction data across cloud and legacy environments.
One essential solution in our Enterprise Voice Archiving suite is Continuity Automated. Designed to empower organizations with seamless access to their customer interaction data, Continuity Automated is the tool that unlocks your data’s full potential without tying you to only a single vendor.
Let’s break down what it is, how it works, and why it matters now more than ever.
What Is Continuity Automated?
Continuity Automated is a flexible connector to Continuity Replay – a secure, cloud-based solution that centralizes, archives, and manages customer interaction data from multiple recording systems. Continuity Automated works alongside and prepares your customer interaction data for downstream ingestion by third-party platforms of your choice. That means whether you’re working with a CX analytics engine, an AI transcription tool, or a compliance dashboard, you can choose what works best for you.
Most vendors store your recordings in proprietary formats, effectively locking you into their ecosystem. Continuity Automated breaks that cycle. It gives you the freedom to leverage your existing customer interaction data across platforms without compromising compliance, security, or accessibility.
This means that whether your customer interaction data originates from legacy on-premise systems or modern cloud contact centers, Continuity Automated ensures it can be delivered where you need it, when you need it, in the format your tools require.
Whether you’re trying to avoid a costly vendor extraction fee or simply need more advanced insights than your current platform can deliver, Continuity Automated helps you take back control.
Connect your interaction data with the third-party platform of your choice. Learn more >>
How Does Continuity Automated Work?
Continuity Automated acts as the bridge between your archived interactions in Continuity Replay and the advanced applications that can transform them into actionable intelligence, supporting both legacy (on-premise) and production (cloud-based) environments. That’s key, because most organizations today are operating somewhere in between.
For legacy systems, Continuity Automated runs on-premises and extracts customer interaction data stored in proprietary formats. For modern contact centers running on CCaaS platforms, it operates in the cloud to automatically convert and connect new recordings to the analytics tools that can drive your strategy forward.
Here’s a high-level look at the process:
During setup, Wilmac engineers evaluate your audio files for file type, encoding, and encryption. If encrypted, we securely access your platform’s key management system.
Continuity Automated continuously monitors your voice archive and detects when new files appear.
It decrypts and converts each audio file into a standard format like .wav, then packages it with normalized metadata.
Finally, the data is delivered via API or secure temporary storage to the third-party tool of your choice.
This is about unlocking value, not replacing systems. Continuity Automated enables you to modernize how you use data while still leveraging your existing infrastructure.
Why Continuity Automated Matters to Your Organization
In 2022, enterprises focused on archiving for compliance. In 2025, archiving is just the foundation. The real opportunity lies in activating that data.
Today’s organizations are sitting on mountains of untapped customer interaction data. Whether you’re in healthcare, banking, insurance, or any highly regulated industry, your ability to deliver fast, intelligent service depends on what you can do with that data. But proprietary formats, data silos, and vendor constraints keep that data locked away.
Continuity Automated eliminates those roadblocks.
AI-Driven Insights
Feed interaction data into AI to detect trends, predict outcomes, and personalize experiences in real time.
Operational Intelligence
Use your data to improve efficiency, quality assurance, and agent coaching without adding workload.
Future-Proofing
Maintain compliance while building an AI-ready infrastructure that adapts to changing regulations and business needs.
Continuity Automated + Continuity Replay: A Complete Solution
Continuity Automated is even more powerful when used alongside Continuity Replay. Continuity Replay ensures your customer interaction data is centralized, indexed, and searchable, while Continuity Automated makes sure that data is portable and ready for analysis. Together, they give you full control over how, where, and why your data is used.
This combination is essential for any organization looking to apply AI, business intelligence, or advanced speech analytics tools without falling into the trap of vendor lock-in.
Customer interaction data is one of your most valuable assets. Let’s make sure you can actually use it.
