What is it?
Wilmac Continuity Replay is a secure, vendor-neutral compliance archive for customer interaction data that accelerates an organization’s transition to Verint Cloud. It consolidates historical and real-time recordings into a single, centralized source of truth.
How does it work?
Wilmac Continuity Replay connects to both legacy and modern recording platforms to capture and centralize customer interaction data. Once configured, it ingests and normalizes voice, chat, SMS, video, and screen recordings from over 30 formats, including NICE, Calabrio, Red Box, and CCaaS platforms like Five9, NICE CXone, Genesys, Amazon Connect, and Zoom. The solution provides a secure, web-based interface for unified search, replay, and retention management, ensuring uninterrupted compliance and visibility across historical and real-time interactions.
What is required to work?
Wilmac Continuity Replay integrates with existing Verint environments and compatible CCaaS or legacy recording systems. It requires access to the organization’s call recording storage or APIs to ingest and centralize interaction data.
Supporting Links
One-Pager: Continuity Replay Solution Profile
One-Pager: Continuity Replay Use Cases
Blog: Wilmac’s What, How, Why Series: Continuity Replay
White Paper: Achieving Successful Call Recording Management through a Single Pane of Glass
Blog: How Does Continuity Replay Fit into CCaaS?
What are the benefits of using it?
- Accelerates migration to Verint Cloud without losing access to legacy recordings.
- Extends Verint investments with continued access to historical and real-time data in one unified platform.
- Reduces cost and risk by eliminating reliance on outdated, siloed systems.
- Simplifies access and management of customer interaction data.