Life Insurance
Migrating multiple legacy recordings into a single repository
Nice NIM, Nice InContact, Calabrio, VoiceMaxx, Cistera, Racal Wordnet, Mercom Audiolog, Continuity Replay
Migrating off legacy systems, Consolidating voice data platforms
One of the world’s largest life insurance companies acquired another life insurance company and assumed responsibility for the policies and voice recordings of the newly acquired company. The major issue was that the acquired insurer used four different file-based recording systems – Calabrio, VoiceMaxx, Cistera, and Nice InContact.
This was the third project between XOVOX and this client. Earlier projects involved extracting customer recordings trapped in Racal Wordnet and Mercom Audiolog media (DDS tapes and DVD-RAMs).
In addition, the client had an on-premise NICE NIM recorder which was planned for imminent shutdown. Thus, a decision was made to aggregate all of the legacy audio into a single repository for search and replay of recordings across all business units. XOVOX designed a solution using XPAND and XTRACT to make this happen.
XTRACT converted all of the legacy recordings from NICE, Calabrio, VoiceMaxx and Cistera systems in bulk to WAV format, along with corresponding per-call metadata. The metadata from these multiple systems was also converted to a unified format.
XPAND then migrated the data to a new on-site Wilmac Continuity Replay installation with a browser-based search interface. A simple query now allows the user to specify dates, inbound/outbound phone numbers, duration, or any combination of multiple metadata fields. Call recordings that meet the criteria are returned within seconds.
XOVOX built a solution that migrated recordings from multiple crufty, cumbersome, and obsolete legacy platforms into a highly responsive search and replay system. Client personnel now have a single location to find all of their legacy audio.