Wilmac’s What, How, Why Series: Continuity Automated
September 28th, 2022 | Last Updated July 2nd, 2025
Written by Mark Huber, Director of Operations
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 that 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.
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.
Continuity Replay and Automated together? Learn more >>
How Does It Work?
Continuity Automated supports 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 It Matters to Your Organization
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.
Consider this success story: a leading automotive manufacturer wanted to use a CX platform for customer satisfaction analytics. But their call recordings weren’t compatible with the platform and their recording vendor charged a premium to extract the data. That’s when Wilmac stepped in. We implemented Continuity Automated, enabling seamless integration at a fraction of the cost.
Now, they’re not just archiving data, they’re using it.
Want to see Continuity Automated in action? Reach out today >>
Continuity Automated + Continuity Replay: A Complete Solution
Continuity Automated is even more powerful when used alongside Continuity Replay. Replay ensures your customer interaction data is centralized, indexed, and searchable, while 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, BI, 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.
