Case Study

Convera’s Data Management Transformation with Wilmac Technologies

July 29, 2024 · Garry White

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Convera’s Data Management Transformation with Wilmac Technologies

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July 29th, 2024

Written by Garry White, Enterprise Information Archiving Sales Director

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Wilmac Technologies and Convera have been working together since 2022, aiding the global commercial fintech organization in developing and solidifying their data management strategy.

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The Opportunity

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With a global financial network spanning over 140 currencies across 200 countries and territories, Convera is trusted by more than 26,000 customers to move money seamlessly across borders. As experts in foreign exchange, risk, and compliance, Convera ensures secure and efficient transactions, empowering businesses worldwide.

With years of customer interaction data, specifically call recordings, residing on a NICE Engage system, Convera was working to determine a path forward to comply with data retention requirements while also moving to Amazon Connect and Zoom.

Convera’s call recordings on NICE Engage required a 10-year retention period, crucial for compliance. As Convera sought to access and manage these recordings, they recognized the need for a vendor that could offer more dedicated support in handling complex data extraction and migration in a cost-effective manner. This exploration led Convera to consider options that aligned better with their evolving compliance and data management requirements.

Convera also wanted to future-proofing their data management strategy, in anticipation of the customer interaction data that would come from their new Amazon Connect and Zoom solutions.

NICE Engage

The system Convera was moving off of to Amazon Connect & Zoom

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219 Million

The number of audio files Convera needed to extract from their NICE Engage system

Amazon & Zoom

The platforms Convera was transitioning to

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The Solution

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Wilmac provided Convera with a robust data management and archiving solution using Continuity Replay in their AWS environment:

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Data Transfer & Decryption

An AWS Snowball was used for secure data transfer. Wilmac decrypted the files and transferred them to AWS Data Center. Convera’s data was then moved into their S3 Bucket within AWS.

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Continuity Replay

Wilmac’s Continuity Replay solution was built on AWS EC2 to ensure seamless data management. Wilmac continues to support Convera’s ongoing needs for archiving and compliance retention strategy development.

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Future Integrations

Wilmac Technologies is working with Convera to integrate their Zoom and Amazon Connect platforms with Continuity Replay for ongoing ingestion of their call recordings.

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Outcomes

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Convera has seen the following successes through their partnership with Wilmac:

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Centralized Data Management

All Convera’s call recording data from the NICE Engage platform is centralized in one location, simplifying access and management for compliance. Convera is also ingesting their Zoom and Amazon Connect customer interaction data into Continuity Replay for a streamlined data management platform.

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Cost Savings

In comparison to NICE’s original proposal for a data extraction from Convera’s NICE Engage platform, working with Wilmac Technologies helped Convera achieve a 50% cost reduction that could be allocated to other parts of the business for more effective use.

Efficient Data Migration

Convera engaged Wilmac Technologies during the divesture and had to act quickly to get up and running in their allotted timeframe. From the point of Convera and Wilmac’s introduction to the successful data migration, it was about six months.

Future-Proof Compliance & Archiving Strategy

Wilmac Technologies worked closely with Convera’s Network team to develop a comprehensive strategy for data archiving and compliance retention, which has led to Wilmac’s continued involvement in helping Convera achieve unified data management.

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Achievements & Key Benefits from Wilmac’s Partnership with Convera

Successful Data Access

Ensured compliance and met the data retention requirements.

Immediate Savings

Reduced costs significantly and achieved a rapid turnaround.

Enhanced Management

Improved ability to manage and archive call recordings efficiently.

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Continued Partnership

Wilmac Technologies remains a trusted partner for Convera by continually supporting the development of their archiving and compliance retention strategy, as well as providing a replay system capable of ingesting data from various platforms.

As Convera continues to develop as a financial services organization, Wilmac can assist them with their data management strategy, consolidating their customer interaction data from legacy and production platforms into a unified access portal.

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Looking for a unified data management solution? Let’s talk! >>

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“The consulting Wilmac offered us early on in the process shined a light on the issues we had with our data management. Garry brought up great questions that helped guide me on where the data could reside. He helped us walk through that process in great detail… I really like how Continuity Replay helps us manage the call recordings. Being able to place single audio files or a group of files on legal hold and then setting the dates and the durations to keep the files before purging makes it easy to guarantee compliance.”

Patrick Riley
Network Architect at Convera

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