Continuity Automated
Maximize the potential of your customer interaction data with Continuity Automated, a flexible solution for extracting, converting, and integrating your data with the third-party tools that power your insights and strategy.
Automate
Easily schedule regular exports of files from Continuity Replay daily, weekly, or monthly.
Leverage
Don’t limit yourself to your recording vendor’s toolset.
Analyze
Elicit insights from your interactions and use to improve your business operations.
How can I make my data usable? What can Automated do? >>
Is something blocking you from an external data tool?
You're Subject to Retention Regulations
You’re required to retain customer interactions for years, but:
- Keeping up with compliance rules like GDPR, Dodd-Frank, and HIPAA is overwhelming.
- Storage costs keep rising, even for data you rarely access.
- Retrieving records for audits is slow and resource-intensive.
Continuity Replay ensures compliance while cutting costs and makes your customer interaction data instantly accessible.
Your Data is Stuck in Legacy Systems
You want to move on from your outdated recording, telephony, and call center platforms, but:
- Critical interaction data is still stuck in those systems.
- Maintaining and integrating them is expensive and inefficient.
- Every data request is a hassle, slowing down your team.
Continuity Replay extracts, converts, and centralizes legacy data so you can finally move forward.
Your Data is Locked in Proprietary & Encrypted Formats
Your data should be YOURS, but instead:
- It’s locked in a vendor-specific format, making migrations costly and difficult.
- Decryption and conversion costs are high.
- Your team wastes hours tracking down the right formats for audits or analysis.
Continuity Replay unlocks your data, so you have full control on your own terms.
Your Data is Scattered Across Siloed Systems
You can’t make informed decisions when data is spread across:
- Multiple platforms that don’t communicate with each other.
- Separate teams and departments, each using their own storage systems.
- Disjointed compliance processes, creating unnecessary risk.
Continuity Replay unifies all customer interactions (calls, emails, chats, and more) into one searchable, compliant platform.
Extracting Your Data from CCaaS Cold Storage Costs You a Fortune
Your CCaaS provider (NICE CXone, Genesys, Five9) offers long-term storage, but at what cost?
- You’re paying premium prices just to store inactive data.
- Accessing historical recordings takes too long, delaying audits and compliance requests.
- Your data is tied to a single provider, aka Vendor Lock-In, making migrations and AI integration harder.
Continuity Replay extracts and archives your data efficiently, cutting costs and giving you full control.
You Want to Leverage Your Customer Interactions with AI
Your customer data is archived and searchable, but are you using it to improve your customer experience?
- Customer calls and chats can be used for memory & improvement of individual and general CX.
- All your data in one central platform means you can use it for your organization’s AI strategy.
- Your data carries powerful value, serving as a way to improve your strategy for the long run.
Continuity Replay gives you full control of your customer interactions in an accessible format, setting it up seamlessly for AI.
Why Would I Want Continuity Automated?
Analytics
Analyze the quality of customer interactions, gain a deeper understanding of customer experiences, and assess agent performance.
Business Intelligence
Extract valuable insights and support data-driven decision making by using a BI tool to visualize the insights garnered from your call recordings.
Surveillance
Monitor and analyze your call recordings to maintain compliance, minimize risk, and ensure employees are following proper procedures.
Reporting
Generate insightful, informative, and customizable reports for your call recording data.
Transcription
Convert spoken conversations into written text for record-keeping, compliance, quality, and search purposes.
Where Wilmac Technologies Specializes
Banking
You need a secure, compliant solution to store and retrieve call recordings, customer communications, and transaction data for audits, fraud investigations, and regulatory requirements like Dodd-Frank and SOX.
Financial Services
You need instant access to client interactions across voice, email, and chat to ensure SEC and FINRA compliance while reducing costly long-term data storage fees.
Insurance
You need a centralized archive for policyholder calls, claims documentation, and underwriting records to meet NAIC and state-mandated retention requirements.
Healthcare
You need a secure, HIPAA-compliant archive for patient interactions, telehealth communications, and provider calls to streamline compliance and improve operational efficiency.
Energy & Utilities
You need a cost-effective way to manage and retain customer interactions for compliance with FERC, NERC, and state utility commissions, while preparing for audits and disputes.