Take Control of Your Interaction Data
from NiCE CXone
Using NICE CXone and subject to strict retention requirements? Your customer interaction data could be at risk. Wilmac puts you in full control of it.
Why Native NiCE CXone Storage Isn’t Enough
Lifecycle Limits
NiCE CXone stores interaction files in active storage only for the period set by lifecycle rules. After that, files move to long term storage where retrieval requires extra steps and added cost.
Access Delays
Archived recordings are not immediately searchable. To access them you must request retrieval to active storage, slowing audits, investigations, and analytics.
Compliance Gaps
Default data retention, for example 90 days for analytics records and 24 months for general data, may fall short of multi-year regulatory requirements unless extended with additional services.
Complex Management
Managing encryption keys, long term storage tiers, and custom storage or retrieval jobs adds operational complexity and risk if not configured correctly.
How Wilmac Helps
NiCE CXone provides strong native storage but without the tools to keep historical and real time data fully compliant and instantly usable. Wilmac Continuity Replay delivers that missing layer.
- Combine historical recordings and NiCE CXone interactions into a single searchable archive
- Locate and retrieve specific records without waiting for long term storage retrieval jobs
- Retain call recordings, transcripts, and analytics data far beyond NiCE CXone’s default limits while meeting regulatory and AI readiness standards
With Wilmac Continuity Replay you do not lose control of your data or depend on NiCE CXone’s lifecycle constraints. You gain a purpose-built compliance and management platform.
What Happens to Your NiCE CXone Data?
You stay in control. Wilmac Continuity Replay works alongside NICE CXone, leaving recordings and interaction files where they are, protected by CXone’s encryption and key management, while adding the searchability, retention, and reporting structure regulators expect.
The result: one platform, one pane of glass, and complete confidence in your compliance posture.