Wilmac Continuity Replay:
Archiving Software for CCaaS
Turn your historical and current customer interaction data into a future-proof resource. Wilmac Continuity Replay is a contact center data continuity platform that converts your proprietary data into a searchable, secure, browser-based archive, ready for compliance checks, audits, and AI-driven insights.
Extract
Pull proprietary and encrypted data from your legacy or production platform and centralize it into one secure contact center data platform.
Archive
Securely store your call recordings, webchats, emails, videos, and associated metadata in a unified vendor neutral recording archive.
Search & Replay
Utilize advanced search and playback features for instant access to specific interactions.
It’s YOUR data. Time to get you back in control. Book your demo >>
Are You Struggling with These Customer Interaction Data Challenges?
Managing your customer interaction data like call recordings, emails, webchats, text messages, screen recordings, and more should be simple, secure, and cost-effective. But too often, it’s fragmented across outdated systems, locked behind vendor restrictions, and tied to skyrocketing storage costs.
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.
Wilmac Continuity Replay ensures compliance while cutting costs and makes your customer interaction data instantly accessible.
Your Data is in a Proprietary & Encrypted Format, Locked Up in Legacy Systems
You want to move on from your outdated recording, telephony, and call center platforms, and OWN your data but: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.
- 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.
Wilmac Continuity Replay extracts, converts, and unlocks legacy data so you can finally move forward.
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.
Wilmac Continuity Replay unifies all customer interactions (calls, emails, chats, and more) into one searchable, compliant platform.
You Want to Leverage Your Customer Interactions with AI, but Data is in Cold Storage
Your customer data is archived with your CCaaS provider (NICE CXone, Genesys, Five9), but are you using it to improve your customer experience, or just spending thousands?
- 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.
- 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.
Wilmac Continuity Replay gives you full control of your customer interactions in an accessible format, setting it up seamlessly for AI.
What is your interaction data diagnosis? Use the compatibility calculator >>
What Wilmac Continuity Replay Solves For
Connect & Consolidate Your Data
Bring all your customer interaction data, past and present, into one secure platform.
CCaaS Connectors, Legacy Extraction, & Extraction Dashboard
- Extract legacy recordings from platforms like Cisco, Avaya, and NICE
- Regularly ingest from CCaaS platforms like Amazon Connect, Zoom, NICE CXone, Genesys Cloud, and Five9
- Track ingestion progress and source status with a real-time dashboard
Search, Replay, & Understand Your Interactions
Get fast, intuitive access to the exact interactions you need.
Search & Replay, Transcoding, Transcription, & Interactions Dashboard
- Use advanced search tools to filter by date, user, modality, or metadata
- Replay recordings instantly, regardless of file type, with built-in transcoding
- View transcriptions side-by-side with voice recordings for greater insight
- Use the interactions dashboard to quickly surface and organize what matters
Control Access & Protect Sensitive Data
Ensure the right people have access. No more, no less.
SSO, User Management/RBAC, External Share (Views), & Encryption
- Enable secure login with SSO (Okta, Azure AD, etc.)
- Assign user roles and permissions with role-based access control (RBAC)
- Share specific interactions internally and externally using permissioned Views
- Protect data end-to-end with encryption and customer-managed keys
It’s more than a search and replay tool. Explore the full list >>
The Simpler Way to Archive & Manage Your Customer Interaction Data
Centralize Your Customer Interaction Data
Ingest data from any telephony, contact center, or storage platform to eliminate silos and reduce costs.
Cut Costs & Reduce Vendor Dependence
Manage, archive, and regularly pull production data to reduce costs and reliance on vendor-provisioned storage.
Security, without Lock-In
Your data stays encrypted at every stage, even in transit, with your own customer-managed keys.
Future-Proof Your Data
As your recording systems change, your archival solution does not need to. With data accessible, doors are unlocked for pulling deeper value out of interactions with AI.
Unlock Third-Party AI Integrations
Convert your data into an open format, enabling AI, analytics, transcription, and reporting tools.
Stay Compliant without the Hassle
Built for regulated industries with strict retention rules: banking, financial services, healthcare, and insurance.
Minimize Compliance Risks
Automate retention periods and ensure seamless access for audits and legal holds.
Simplify Search and Replay
Quickly find and retrieve data with customizable search and playback tools.
Decommission Legacy Systems for Good
Extract and store recordings without maintaining outdated applications or databases.
Archive Every Interaction
Store and access calls, emails, chats, IMs, video, screen shares, SMS, and social media interactions—all in one place.
Wilmac Continuity Replay in Action
Featured Customers
How Wilmac Continuity Replay Helps Across Industries
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.
What are my retention regulations? See your industry >>
Wilmac Continuity Replay FAQs
Does Wilmac Continuity Reply archiving solution support regulatory compliance programs?
Yes, Wilmac Continuity Replay supports compliance rules like GDPR, Dodd-Frank, FINRA, HIPAA, and more.
Can Wilmac archive old recordings from NICE, Verint, or other legacy systems?
Yes, Wilmac Continuity Replay brings together historical (old) recordings into the same platform as current CCaaS recordings, unifying your data.
How long do I need to retain archived call recordings?
Your retention period depends on your industry. Please refer to our retention period article: https://wilmactech.com/enterprise-information-archiving/call-recording-retention-and-retrieval/
Where is my archived data stored in Wilmac Continuity Replay?
Wilmac Continuity Replay runs on AWS, with security protocols in place. We promise that you have full control of YOUR data, and we cannot access it. Please reach out to us for more details.
Does Wilmac Continuity Replay integrate with our existing systems?
It most likely does! We integrate with most CCaaS including NiCE, Five9, Genesys, Zoom, and Webex, but please reach out if you don’t see yours listed.
Can I perform advanced searches across all interactions?
Yes, Wilmac Continuity Replay is built for advanced search and replay. All audio files can be integrated with transcription, or have it generated on demand to make it searchable