Case Study

How a Tier 1 Financial Institution Enhanced Interaction Data Capabilities, Empowering Them

June 16, 2025 · Grace Boesel

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How a Tier 1 Financial Institution Enhanced Interaction Data Capabilities, Empowering Them

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Written by Grace Boesel, Marketing Specialist at Wilmac Technologies

This Tier 1 financial institution faced growing compliance pressure and mounting costs. Now, they have all 6 billion files in one single source of truth, future-proof and ready for AI.

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Introduction: A Financial Services Leader Faced with Mounting Risks

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A global financial services leader needed enhanced interaction data capabilities to meet both operational demands and legal obligations. With an indefinite retention policy on 6 billion files across NICE Engage, NIM, Verint, and other platforms, they faced rising costs, mounting compliance risks, and operational inefficiencies.

Recognizing that siloed data was blocking strategic initiatives, especially around AI and analytics, this financial institution came to Wilmac for a transformational solution. We led the extraction, conversion, and consolidation of all 6 billion files and their associated databases. In doing so, we returned full control of their data to where it belonged: in their hands. Now, they enjoy real-time enhanced interaction data capabilities, with them being pulled whenever needed, demonstrating compliance with customer experience.

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The Opportunity: Chaos Meets Control

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This centralization was more than a compliance need; it unlocked the foundation for enterprise-wide AI enablement.

With structured, accessible data, the tier 1 financial institution would be able to drive intelligent automation, sentiment analysis, and insight generation at scale. With a clean data environment in place, the organization confidently initiated its transition to a Five9 CCaaS platform, positioning themselves for future-ready customer interaction capabilities when Wilmac introduced their solution.

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High Level Situation: Disparity Across Channels

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The Solution: Continuity Replay

Wilmac deployed Continuity Replay, a solution tailored for large-scale data consolidation and compliance assurance. This solution enabled:

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Decommissioned legacy NICE Engage, NIM, and Verint systems
Maintained compliance with GDPR, FINRA, and other regulations
Unlocked data that was inaccessible due to proprietary & encrypted NMF formats
Broke down silos between legacy systems, centralizing data
Opened opportunity for AI insights

With their customer interaction data in Continuity Replay, the global financial institution now works with Wilmac to identify how to maximize its value and provide a seamless customer experience with all their data, old and new, in one place.

Other leading financial institutions are also using Continuity Replay for enhanced interaction data capabilities. Check out our recent event with TD Bank, where we sat down and talked about how they’re using the platform.

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How do leading financial institutions solve these challenges? Read our new white paper>>

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What This Means: How AI Insights Bring Out the Value of Data

The global financial organization now has a central hub for all their customer records; past, present, and future. Recognizing that Continuity Replay would be their means of achieving their AI initiatives and all their customer data in one place, they can utilize internal and third-party AI analytics tools to bring out insights with enhanced interaction data capabilities.

Some financial institutions have already begun to use their customer interaction data in this way, and tech and finance leader Wells Fargo speaks about how their mission is to create tools that solve customer problems, making their lives easier.

Wells Fargo’s head of Strategy, Digital, Innovation, and Enterprise Payments, Arther Williams, explains how being able to learn and apply what is known about customers to the problems that actively need to be solved is the future for banking (Wells Fargo, 2024). The banking industry must shift its mindset, according to Williams, to understand that banking and technology are at an intersection and will always be connected.

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The Result: Centralization & Cost Savings

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6 Billion Centralized Files

Eliminating silos, unlocking data, and saving millions in costs with Continuity Replay.

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Decommissioned NICE Engage, VIM, Verint…

Avoiding significant penalties tied to end-of-life systems.

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AI Readiness

Converting data out of proprietary formats unlocked this critical capability.

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With their interaction data now structured, consolidated, and fully accessible, this financial institution can leverage the full capabilities of their data to stay ahead of regulatory demands and elevate internal intelligence.

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Continued Partnership: Secure, Compliant, Centralized

Wilmac and this global leader continue to work together, as the bank pursues AI and analytics capabilities with their data, to improve customer experience. Continuity Replay regularly pulls real-time interactions from Five9 CCaaS to ensure that past and present data is centralized at all times.

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We’re always here to chat. Schedule a free demo today >>

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