Continuity Replay
Are your call recordings locked in a proprietary format? Continuity Replay converts your communications data into an accessible format and stores it in a browser-based user interface for search and replay.
Extract
Pull proprietary and encrypted data from your legacy or production platform and ingest it into Continuity Replay.
Archive
Securely store your call recordings, webchats, emails, videos, and associated metadata in a single pane of glass.
Search & Replay
Easily locate files to produce for compliance, quality, or analytical purposes using customizable search criteria.
Accessing YOUR data shouldn’t be complicated. Let’s talk! >>
What is Continuity Replay?
Cloud-based
As a SaaS product, Continuity Replay is a resilient, highly available, and scalable application.
Omnichannel
Access your call recordings, emails, webchats, and video interactions with customers.
Vendor Agnostic
Convert proprietary data into an open format and decrypt files from both legacy and on-prem call recording vendors.
Data Archival
Consolidate and store your communications data in an accessible, but secure portal to successfully comply with retention periods.
The Benefits of Having a Cloud-Based Data Archival Solution
Centralize your archived data
Move data from different storage locations into one portal to manage the costs more effectively.
Decommission your legacy environment & reduce support costs
No need or reliance to maintain any legacy applications or databases.
Encryption at every point
with customer-managed keys. We secure your data, we don’t lock it down.
Minimize risk attached to legacy files
Easily manage and automate the retention periods associated with your call recording data.
API-first
with built-in connectors to production systems – cloud-based or otherwise.
Reduce cloud storage costs & reliance on vendors
Data from your cloud contact center platform can be managed and archived instead of being stored within vendor-provisioned storage.
Simplify user access
and reduce the amount of time taken in replay requests with customizable search and replay criteria.
Future-proofed platform
As your recording systems change, your archival solution does not need to.
Continuity Replay Features
Search & Replay
Locate and instantly replay your recorded omnichannel conversations directly in our application. Export your metadata side-by-side with your raw communication data.
Extraction
Pull communications data out of your legacy and/or production system, no matter the proprietary file format or encryption, and convert it into an accessible file format.
Audit Trail
Comprehensive audit trail of all user activity allows you to filter activity by user, time range, or activity type. Export your audit trail.
User Management
Role-based access controls and permissions allow you to restrict access to data based on user roles and privileges.
Encryption at Rest
Prevent attackers from accessing unencrypted data by ensuring the data is encrypted when on disk.
Retention Purge
Fully customize and automate your retention schedule that defines when keeping certain records is no longer needed.
Bulk Export
Download many files out of the system so you can respond to audits quickly and efficiently.
Quality / Health Check
Ensure that your application is functioning properly and providing the best possible experience for your users.
PII Text & Audio Redaction
Automatically remove sensitive personally identifiable information from your transcription results.
Phonetic Index Phrase Searching
Every word is analyzed separately and transcribed into phonemes for search.
E-Discovery
Use electronic discovery to identify, collect, and produce electronically stored information.
Speech-to-Text Transcription
Receive an editable, verbatim transcript of your call recording.
Common Use Cases
Decommission Legacy Recording Systems
Extract your recordings off your on-prem system without paying a hefty fee for bulk export.
Consolidate Siloed Data Systems
Manage your recordings from your on-prem and production platforms in a single pane of glass.
Where Wilmac Technologies Specializes
Transitioning call recording vendors
Companies moving from one vendor to another must be able to archive and access the call recordings they are required to retain.
Multiple call recording vendor environments
Companies with multiple recording environments (through mergers & acquisitions or multiple modalities) want to simplify their call recording storage.
Long-term retention requirements
Lengthy retention periods or multiple retention periods can make data storage and accessibility extremely complicated.
Production, or cloud-based, environment
Have full control of where your call recording data is stored, how long it’s stored, and how you can access it by extracting it regularly from your CCaaS platform.
Third-Party application integration
Since the call recordings are now in an open format, you can integrate with other third-party applications like analytics, transcription, and reporting.
“What a great solution! We finally found a fit for many of our customers to hold onto their legacy data and audio, encrypted or not. Continuity Replay is a very competitive solution – we no longer have to rely on Workforce Engagement Management (WEM) vendors and their extraction services. Continuity Replay is flexible and adaptable, regardless of what the customers’ needs may be. Our customers love it!”
Chuck Branum
Business Development Manager at C1
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Contact
Rochester Headquarters
100 Chestnut St, Suite 1004
Rochester, NY 14604
New York City
345 7th Ave, Ste. 404,
New York, NY 10001
Toronto
5955 Airport Rd, Ste. 140,
Mississauga, Ontario L4V 1R9
