Case Study

How a Global Energy & Utilities Organization Took Back Control of Its Customer Interaction Data and Achieved PCI Compliance

February 7, 2025 · Emily Miller

[et_pb_section fb_built=”1″ admin_label=”Hero” _builder_version=”4.27.4″ use_background_color_gradient=”on” background_color_gradient_type=”circular” background_color_gradient_direction_radial=”top left” background_color_gradient_stops=”#0a0a0a 0%|rgba(107,107,107,0.7) 100%” background_color_gradient_overlays_image=”on” background_color_gradient_start=”rgba(40,40,40,0.79)” background_color_gradient_end=”rgba(40,40,40,0.86)” background_image=”https://dev.wilmactech.com/wp-content/uploads/2025/02/pexels-photo-exelon.webp” custom_margin=”||||false” custom_padding=”4vw||4vw||true|false” collapsed=”on” global_colors_info=”{}”][et_pb_row use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.21.0″ width=”100%” max_width=”80%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”||||||||” header_font=”Rubik|700|||||||” header_font_size=”64px” header_line_height=”1.1em” background_layout=”dark” custom_margin=”||0px|” custom_padding=”|||16px” text_font_size_tablet=”14px” text_font_size_last_edited=”off|desktop” header_font_size_tablet=”44px” header_font_size_phone=”32px” header_font_size_last_edited=”on|phone” text_text_shadow_style=”preset2″ text_text_shadow_blur_strength=”0.3em” text_text_shadow_color=”#000000″ border_color_all=”#4fa947″ border_width_left=”10px” global_colors_info=”{}”]

How a Global Energy & Utilities Organization Took Back Control of Its Customer Interaction Data and Achieved PCI Compliance

[/et_pb_text][et_pb_text _builder_version=”4.27.4″ text_font=”Rubik||||||||” text_font_size=”22px” text_line_height=”1.3em” header_font=”||||||||” background_layout=”dark” max_width=”800px” custom_margin=”|||” custom_padding=”20px||20px||true” text_font_size_tablet=”18px” text_font_size_phone=”” text_font_size_last_edited=”on|phone” text_text_shadow_style=”preset2″ global_colors_info=”{}”]

Written by Grace Boesel

Case Study, Enterprise Information Archiving

[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Projects” module_id=”more” _builder_version=”4.25.1″ use_background_color_gradient=”on” background_color_gradient_stops=”rgba(255,255,255,0.97) 0%|rgba(255,255,255,0.88) 100%” background_color_gradient_overlays_image=”on” background_enable_image=”off” custom_padding=”57px||38px|||” collapsed=”on” global_colors_info=”{}”][et_pb_row _builder_version=”4.21.0″ max_width=”1600px” custom_padding=”8px||26px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”||||||||” text_text_color=”#ffffff” header_font=”||||||||” header_2_font=”Rubik|700|||||||” header_2_text_align=”left” header_2_text_color=”#4fa947″ header_2_font_size=”42px” header_2_line_height=”1.2em” text_orientation=”center” module_alignment=”center” custom_margin=”||25px|||” custom_padding=”|||” header_2_font_size_tablet=”” header_2_font_size_phone=”36px” header_2_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”]

Introduction: The Struggle for Data Control

[/et_pb_text][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#474747″ text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

For years, this energy & utilities organization was sitting on a 45-million-file problem—millions of customer interaction recordings trapped in an outdated NICE Engage system. Their compliance risks were growing, data access was limited, and operational efficiency was suffering.

With four years of critical recordings scattered across legacy infrastructure, this organization faced two pressing challenges:

[/et_pb_text][et_pb_text _builder_version=”4.27.5″ text_font=”Open Sans|600|||||||” text_text_color=”#474747″ text_line_height=”1.3em” custom_padding=”|250px||0px||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

1. PCI Compliance Risks – Their reliance on pause-and-resume controls for call recordings led to breaches due to human error. This put them at risk of violating stringent compliance regulations.

2. Limited Data Access & Vendor Lock-in – Their own data was difficult to retrieve, making quality assurance (QA), litigation support, and analytics nearly impossible.

To move forward, this organization needed a cloud-based solution that would put them back in control—one that would secure compliance, provide on-demand access, and eliminate vendor dependency.

[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.21.0″ _module_preset=”default” background_color=”#142549″ use_background_color_gradient=”on” background_color_gradient_stops=”rgba(20,37,73,0.84) 0%|rgba(21,48,80,0.9) 100%” background_color_gradient_overlays_image=”on” background_image=”https://dev.wilmactech.com/wp-content/uploads/2023/07/2.jpg” custom_padding=”28px||35px|||” collapsed=”on” global_colors_info=”{}”][et_pb_row admin_label=”Row” _builder_version=”4.21.0″ max_width=”1600px” custom_padding=”32px||34px|||” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”||||||||” text_text_color=”#ffffff” header_font=”||||||||” header_2_font=”Rubik|700|||||||” header_2_text_align=”left” header_2_text_color=”#ffffff” header_2_font_size=”42px” header_2_line_height=”1.2em” text_orientation=”center” module_alignment=”center” custom_margin=”||25px|||” custom_padding=”|||” header_2_font_size_tablet=”” header_2_font_size_phone=”36px” header_2_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”]

Phase 1: Solving the PCI Compliance & Legacy System Issues

[/et_pb_text][et_pb_text _builder_version=”4.27.4″ text_font=”Ubuntu||||||||” text_text_color=”#2a2a2a” text_font_size=”15px” text_line_height=”1.6em” header_2_font=”Rubik|600|on||||||” header_2_text_align=”center” header_2_text_color=”#ffffff” header_5_font=”Ubuntu|300|on||||||” header_5_text_align=”left” header_5_font_size=”31px” header_5_line_height=”1.3em” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”0.1%|2%|0.1%|0%|true|false” border_color_all=”#f26722″ global_colors_info=”{}”]

The Problem: A Compliance Nightmare & Inaccessible Data

[/et_pb_text][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

The energy & utilities organization’s on-premise NICE Engage system was no longer meeting its needs:

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

PCI compliance breaches – the organization used pause-and-resume controls to protect customer payment data, but since these controls relied on manual processes, human error was inevitable. If an agent forgot to pause a recording or restarted too late, sensitive financial data was captured and stored—violating PCI regulations.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Slow, limited access to data – With millions of files stuck in NICE Engage, retrieving and analyzing call recordings was frustratingly slow and inefficient.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||divi||400″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Costly infrastructure maintenance – Maintaining legacy servers was expensive, yet decommissioning NICE Engage required a complex data extraction process.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row admin_label=”Row” _builder_version=”4.21.0″ max_width=”1600px” custom_padding=”32px||34px|||” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”Ubuntu||||||||” text_text_color=”#2a2a2a” text_font_size=”15px” text_line_height=”1.6em” header_2_font=”Rubik|600|on||||||” header_2_text_align=”center” header_2_text_color=”#ffffff” header_5_font=”Ubuntu|300|on||||||” header_5_text_align=”left” header_5_font_size=”31px” header_5_line_height=”1.3em” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”0.1%|2%|0.1%|0%|true|false” border_color_all=”#f26722″ global_colors_info=”{}”]

The Solution: A Secure & Compliant Cloud Transition with Wilmac

The energy & utilities organization turned to Wilmac (through C1) to migrate off NICE Engage and move its entire archive to Continuity Replay, ensuring both PCI compliance and unrestricted access.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||divi||400″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Decommissioned NICE Engage – Wilmac extracted all 45 million files and securely transitioned them to a modern, flexible cloud storage system.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Secured PCI compliance – Third-party redaction tools now remove sensitive payment data, eliminating human error and ensuring full compliance.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Unrestricted access & security – With granular user permissions, employees can only access the exact recordings they need—preventing unnecessary data exposure.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Flexible migration timeline – Wilmac executed the migration on the customer’s schedule, ensuring the transition didn’t disrupt operations.

[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Projects” module_id=”more” _builder_version=”4.21.0″ use_background_color_gradient=”on” background_color_gradient_stops=”rgba(255,255,255,0.97) 0%|rgba(255,255,255,0.88) 100%” background_color_gradient_overlays_image=”on” background_image=”https://dev.wilmactech.com/wp-content/uploads/2023/05/data-center-with-server-racks-corridor-room-3d-render-digital-data-cloud-technology-scaled.jpg” custom_padding=”37px||31px|||” collapsed=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.21.0″ max_width=”1600px” custom_padding=”27px||18px|||” global_colors_info=”%91%93″][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”||||||||” header_font=”||||||||” header_2_font=”Rubik|700|||||||” header_2_text_color=”#142549″ header_2_font_size=”42px” header_2_line_height=”1.2em” text_orientation=”center” module_alignment=”center” custom_margin=”||25px|||” custom_padding=”|||” header_2_font_size_tablet=”” header_2_font_size_phone=”36px” header_2_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”]

The Impact: Compliance, Control, and Cost Savings

[/et_pb_text][et_pb_divider color=”#4fa947″ divider_position=”center” divider_weight=”5px” _builder_version=”4.21.0″ max_width=”100px” module_alignment=”center” locked=”off” global_colors_info=”{}”][/et_pb_divider][et_pb_text _builder_version=”4.27.4″ text_font=”Ubuntu||||||||” text_text_color=”#2a2a2a” text_font_size=”15px” text_line_height=”1.6em” header_5_font=”Ubuntu|300|on||||||” header_5_text_align=”center” header_5_font_size=”31px” header_5_line_height=”1.3em” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”0.1%|2%|0.1%|2%|true|true” border_color_all=”#f26722″ global_colors_info=”{}”]

By eliminating NICE Engage and moving to Wilmac’s Continuity Replay data management platform, the energy & utilities organization took back control of its data:

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.21.0″ _module_preset=”default” max_width=”1600px” custom_padding=”24px||21px|||” global_colors_info=”%91%93″][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Guaranteed PCI Compliance” use_icon=”on” font_icon=”||divi||400″ icon_color=”#4fa947″ icon_placement=”left” image_icon_width=”74px” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ header_font=”Rubik||on||||||” body_font=”Open Sans||||||||” body_font_size=”22px” global_colors_info=”{}”]

No more reliance on pause-and-resume. Sensitive payment data is now automatically redacted.

[/et_pb_blurb][/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Full Data Access & Retrieval ” use_icon=”on” font_icon=”||divi||400″ icon_color=”#4fa947″ icon_placement=”left” image_icon_width=”74px” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ header_font=”Rubik||on||||||” body_font=”Open Sans||||||||” body_font_size=”22px” global_colors_info=”{}”]

No more delays. They now have on-demand access to any call recording, instantly.

[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” max_width=”1600px” module_alignment=”center” custom_padding=”24px||21px|||” global_colors_info=”%91%93″][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Lower Operational Costs” use_icon=”on” font_icon=”||fa||900″ icon_color=”#4fa947″ icon_placement=”left” image_icon_width=”74px” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ header_font=”Rubik||on||||||” body_font=”Open Sans||||||||” body_font_size=”22px” global_colors_info=”{}”]

By removing legacy infrastructure, the organization reduced compliance risk and IT overhead.

[/et_pb_blurb][et_pb_text _builder_version=”4.27.4″ text_font=”Ubuntu||||||||” text_text_color=”#2a2a2a” text_font_size=”15px” text_line_height=”1.6em” header_font=”||||||||” header_5_font=”Rubik|500|||||||” header_5_text_align=”center” header_5_font_size=”31px” header_5_line_height=”1.3em” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”0.1%|2%|0.1%|2%|true|true” border_color_all=”#f26722″ global_colors_info=”{}”]

But the organization’s transformation didn’t stop there. Once they gained control over their data, they saw an even bigger opportunity—freeing themselves from another vendor lock-in.

Phase 2: Unlocking Analytics & Eliminating Vendor Dependency

The Problem: A Costly, Inefficient Analytics Vendor

With NICE Engage gone, the energy & utilities organization needs a way to maximize the value of its call recordings. However, their existing analytics vendor is becoming inoperable, forcing them to:

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” header_3_font=”Rubik||||||||” header_3_text_color=”#ffffff” custom_padding=”|114px||||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Rely on an expensive, rigid system that required heavy development work for any custom analytics.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” header_3_font=”Rubik||||||||” header_3_text_color=”#ffffff” custom_padding=”|175px||||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Continue paying high vendor costs despite slow processing speeds.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||divi||400″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” header_3_font=”Rubik||||||||” header_3_text_color=”#ffffff” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Lack the flexibility to run insights on their own terms.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row admin_label=”Row” _builder_version=”4.21.0″ max_width=”1600px” custom_padding=”32px||34px|||” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” header_3_font=”Rubik||||||||” header_3_text_color=”#ffffff” custom_margin=”||96px|||” custom_padding=”|||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Instead of staying locked into a costly, inefficient analytics provider, the energy & utilities organization & Wilmac are working to the opportunity to leverage Wilmac’s expertise and create a customized analytics platform within Continuity Replay.

The Solution: Building a Better, More Flexible Analytics Platform

Wilmac’s solution offers the energy & utilities organization everything their previous vendor couldn’t:

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” header_3_font=”Rubik||||||||” header_3_text_color=”#ffffff” custom_padding=”|114px||||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Faster insights – they can now run analytics directly on their stored recordings, without relying on an external provider.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”||fa||900″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” header_3_font=”Rubik||||||||” header_3_text_color=”#ffffff” custom_padding=”|114px||||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

More cost-effective – Wilmac’s platform eliminates unnecessary development costs and vendor fees.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_icon font_icon=”f||divi||400″ icon_color=”#4fa947″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_icon][/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#ffffff” text_line_height=”1.3em” header_3_font=”Rubik||||||||” header_3_text_color=”#ffffff” custom_padding=”|114px||||” custom_padding_tablet=”|40px||40px||true” custom_padding_last_edited=”off|desktop” global_colors_info=”{}”]

Greater flexibility – Instead of being locked into one analytics system, they now have the power to choose how they analyze their data.

The Ongoing Impact: A Future-Proof Partnership

With Wilmac, this customer isn’t just solving yesterday’s problems—they’re future-proofing their data strategy:

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.21.0″ _module_preset=”default” max_width=”1600px” custom_padding=”24px||21px|||” global_colors_info=”%91%93″][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Analytics on Their Terms” use_icon=”on” font_icon=”||fa||900″ icon_color=”#4fa947″ icon_placement=”left” image_icon_width=”74px” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ header_font=”Rubik||on||||||” body_font=”Open Sans||||||||” body_font_size=”22px” global_colors_info=”{}”]

No more vendor lock-in. They control their own data and insights.

[/et_pb_blurb][/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Scalability for the Future ” use_icon=”on” font_icon=”||fa||900″ icon_color=”#4fa947″ icon_placement=”left” image_icon_width=”74px” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ header_font=”Rubik||on||||||” body_font=”Open Sans||||||||” body_font_size=”22px” global_colors_info=”{}”]

As the organization’s needs evolve, Wilmac’s Continuity solution can scale with them.

[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” max_width=”1600px” module_alignment=”center” custom_padding=”24px||21px|||” global_colors_info=”%91%93″][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”A Long-Term Partnership” use_icon=”on” font_icon=”||fa||400″ icon_color=”#4fa947″ icon_placement=”left” image_icon_width=”74px” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ header_font=”Rubik||on||||||” body_font=”Open Sans||||||||” body_font_size=”22px” global_colors_info=”{}”]

With millions of customer interactions each year, the energy & utilities organization knows that Wilmac will continue to optimize, secure, and streamline their data strategy.

[/et_pb_blurb][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ use_custom_gutter=”on” gutter_width=”1″ specialty=”on” background_color_2=”#f7f7f7″ padding_top_2=”60px” admin_label=”About Us” module_class=” et_pb_specialty_fullwidth” _builder_version=”4.21.0″ use_background_color_gradient=”on” background_color_gradient_type=”circular” background_color_gradient_direction_radial=”top left” background_color_gradient_stops=”rgba(12,12,12,0.4) 0%|rgba(12,12,12,0) 100%” background_color_gradient_overlays_image=”on” background_color_gradient_start=”rgba(12,12,12,0.4)” background_color_gradient_end=”rgba(12,12,12,0)” background_image=”https://dev.wilmactech.com/wp-content/uploads/2023/05/paralyzed-asian-receptionist-working-call-center-helpdesk-disability-friendly-office-female-operator-wheelchair-user-with-impairment-giving-assistance-customer-service-helpline.jpg” background_size=”contain” background_position=”center_left” background_horizontal_offset=”-5%” inner_width=”100%” inner_width_tablet=”100%” inner_width_phone=”100%” inner_width_last_edited=”on|desktop” inner_max_width=”100%” inner_max_width_tablet=”100%” inner_max_width_phone=”100%” inner_max_width_last_edited=”on|desktop” custom_margin=”|||” custom_padding=”0px|0px|0px|0px|true|false” make_fullwidth=”on” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_divider show_divider=”off” _builder_version=”4.21.0″ height=”240px” global_colors_info=”{}”][/et_pb_divider][/et_pb_column][et_pb_column type=”2_3″ specialty_columns=”2″ _builder_version=”4.16″ background_color=”#f7f7f7″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_row_inner custom_padding_last_edited=”on|tablet” _builder_version=”4.16″ custom_margin=”|||” custom_padding=”|8vw|25px|8vw|false|false” custom_padding_tablet=”|40px||40px||true” custom_padding_phone=”” global_colors_info=”{}”][et_pb_column_inner saved_specialty_column_type=”2_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”||||||||” header_font=”||||||||” header_2_font=”Rubik|700|||||||” header_2_font_size=”42px” header_2_line_height=”1.2em” header_3_font=”Rubik|700|||||||” header_3_text_color=”#4fa947″ header_3_line_height=”1.3em” module_alignment=”center” custom_margin=”||35px|||” custom_padding=”|||” header_2_font_size_tablet=”” header_2_font_size_phone=”36px” header_2_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”]

Why Data Control & PCI Compliance Matter More Than Ever

This organization’s transformation highlights a critical truth—if your data is trapped in legacy systems, burdened by compliance risks, or controlled by external vendors, it’s not really your data.

[/et_pb_text][et_pb_divider color=”#4fa947″ divider_position=”center” divider_weight=”5px” _builder_version=”4.21.0″ max_width=”50px” global_colors_info=”{}”][/et_pb_divider][/et_pb_column_inner][/et_pb_row_inner][et_pb_row_inner use_custom_gutter=”on” custom_padding_last_edited=”on|tablet” _builder_version=”4.21.0″ module_alignment=”center” custom_margin=”|||” custom_padding=”28px|8vw|8vh|8vw|false|true” custom_padding_tablet=”|40px||40px||true” custom_padding_phone=”” global_colors_info=”{}”][et_pb_column_inner saved_specialty_column_type=”2_3″ _builder_version=”4.16″ custom_padding=”|||” custom_padding_tablet=”|0px||” custom_padding_last_edited=”off|desktop” global_colors_info=”{}” padding_tablet=”|0px||” padding_last_edited=”off|desktop” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”Open Sans|600|||||||” text_text_color=”#474747″ text_line_height=”1.8em” custom_margin=”||30px|||” custom_padding=”|||” locked=”off” global_colors_info=”{}”]

By partnering with Wilmac, the customer has:

- Regained complete control over its customer interaction data.
- Ensured PCI compliance by eliminating human error in call recordings.
- Freed itself from vendor lock-in, allowing for more cost-effective, flexible analytics.

[/et_pb_text][et_pb_button button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjY1MzcifX0=@” url_new_window=”on” button_text=”Read More Compliance Success Stories” _builder_version=”4.27.6″ custom_button=”on” button_text_size=”14px” button_text_color=”#000000″ button_border_width=”4px” button_border_color=”#4fa947″ button_border_radius=”0px” button_letter_spacing=”4px” button_font=”Rubik|700||on|||||” button_icon=”$||divi||400″ custom_margin=”|||” custom_padding=”12px|30px|12px|30px|true|true” hover_enabled=”0″ button_text_color_hover=”#ffffff” button_border_color_hover=”#2a2a2a” button_bg_color_hover=”#2a2a2a” global_colors_info=”{}” button_text_size__hover_enabled=”off” button_one_text_size__hover_enabled=”off” button_two_text_size__hover_enabled=”off” button_text_color__hover_enabled=”on” button_text_color__hover=”#ffffff” button_one_text_color__hover_enabled=”off” button_two_text_color__hover_enabled=”off” button_border_width__hover_enabled=”off” button_one_border_width__hover_enabled=”off” button_two_border_width__hover_enabled=”off” button_border_color__hover_enabled=”on|hover” button_border_color__hover=”#98c34c” button_one_border_color__hover_enabled=”off” button_two_border_color__hover_enabled=”off” button_border_radius__hover_enabled=”off” button_one_border_radius__hover_enabled=”off” button_two_border_radius__hover_enabled=”off” button_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover_enabled=”off” button_bg_color__hover_enabled=”on” button_bg_color__hover=”#2a2a2a” button_one_bg_color__hover_enabled=”off” button_two_bg_color__hover_enabled=”off” _dynamic_attributes=”button_url” sticky_enabled=”0″][/et_pb_button][/et_pb_column_inner][/et_pb_row_inner][/et_pb_column][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.25.1″ _module_preset=”default” background_color=”#142549″ use_background_color_gradient=”on” background_color_gradient_stops=”rgba(20,37,73,0.84) 0%|rgba(21,48,80,0.9) 100%” background_color_gradient_overlays_image=”on” background_image=”https://dev.wilmactech.com/wp-content/uploads/2024/03/pexels-polina-zimmerman-3746958-scaled.webp” custom_padding=”28px||35px|||” collapsed=”on” global_colors_info=”{}”][et_pb_row admin_label=”Row” _builder_version=”4.21.0″ max_width=”1600px” custom_padding=”32px||34px|||” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ text_font=”||||||||” text_text_color=”#ffffff” header_font=”||||||||” header_2_font=”Rubik|700|||||||” header_2_text_align=”left” header_2_text_color=”#ffffff” header_2_font_size=”42px” header_2_line_height=”1.2em” text_orientation=”center” module_alignment=”center” custom_margin=”||25px|||” custom_padding=”|||” header_2_font_size_tablet=”” header_2_font_size_phone=”36px” header_2_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”]

And this is just the beginning.

Your organization could be facing the same challenges—are you ready to take back control? Let’s talk about how Wilmac can secure your compliance, free your data, and unlock its full potential.

[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ admin_label=” Get a Quote” _builder_version=”4.21.0″ background_enable_pattern_style=”on” background_pattern_style=”diagonal-stripes-2″ background_pattern_color=”rgba(0,0,0,0.06)” custom_padding=”20px|0px|20px|0px|true|false” animation_style=”slide” animation_direction=”top” animation_intensity_slide=”10%” box_shadow_style=”preset3″ box_shadow_vertical=”10px” box_shadow_blur=”105px” box_shadow_spread=”0px” box_shadow_color=”rgba(0,0,0,0.12)” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.21.0″ background_enable_color=”off” max_width=”80%” module_alignment=”center” custom_margin=”|||” global_colors_info=”%91%93″][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.4″ header_font=”||||||||” header_2_font=”Rubik|700|||||||” header_2_font_size=”42px” header_2_line_height=”1.2em” text_orientation=”center” header_2_font_size_tablet=”” header_2_font_size_phone=”36px” header_2_font_size_last_edited=”on|phone” global_colors_info=”{}”]

See Continuity Replay in action. Watch the process>>

[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]