Legacy migration consists of moving your recording data from one place to another in order to be able to access it beyond what the system allows.
Many organisations will have call recordings spanning decades and accessibility isn’t that simple. So under what circumstances would an organisation need to consider call data migration?
In all scenarios, call data stored in old systems will be at risk unless it’s migrated into a solution that safeguards its integrity as well as makes it easily accessible for the entirety of its retention period.
With Regulations now requiring banks, insurance companies, financial advisers and many others to record every call, keeping up-to-date archives stretching back for extended periods of time, financial services organisations have never been under more pressure to protect and keep tight control of their data.
Operating systems and manufacturers will generally give customers a year’s notice before retiring a system as it can be a lengthy process to migrate from one solution to another or put systems in place to protect data.
Organisations should aim to start this process in a timely fashion, as not only do they need to get the right solution, but they also need to ensure it is compatible with their current recording infrastructure.
Moreover, it’s important the migration takes place before the system reaches end-of-life as having an operating system that is no longer supported on the network can pose serious security risks.
Migrating data takes time. It’s not as easy as deploying a solution and clicking a button. There are a number of important steps that require consideration:
A Tier One Bank with a large live and legacy multivendor recording estate, which included both NICE and Red Box systems, was in need of a solution that would allow them to manage, replay and administer calls as well as ensuring they were able to retain calls for as long as regulations required and access that data as and when needed.
Moreover, they wanted to be able to use analytics to run searches against the calls in order to gain useful business insight. However, most applications were unable to read the call data as the systems were incompatible.
Having a large legacy estate also meant that they were paying large support costs to the manufacturer in order to maintain their systems, making this extremely expensive in the long run.
Wordwatch is a vendor agnostic solution designed to extract call data from any recording systems (regardless of location, age or vendor) so it can be used in other applications – for example, analytics engines and trade reconstruction tools.
Its key benefits are:
Wordwatch maintains the integrity of original recordings and ensures full visibility through integrated management and rapid data retrieval. It works by sitting on top of your existing recording infrastructure and safely extracting call data from multiple sources at once, streamlining retrieval and replay. As an agnostic, multi-vendor solution, it is compatible with all the major recording systems, legacy and live, cloud and on-premise, mobile and landline.
Wordwatch maintains the original format and file structure of all of your call metadata when it ports existing files into the new platform, guaranteeing it remains accessible and avoids the risk of corruption during transfer.
At the same time, the sophisticated search facilities can retrieve recordings for playback or extract specific information from any source in rapid time, solving the problem of having all your recordings stored in separate silos.
All data is presented in a single, easy-to-use portal, achieving complete visibility across your call systems via a central interface.
Overall, Wordwatch enables improved call data management across large and complex estates whilst also reducing costs. The safe transfer of all recordings and metadata into a unified portal means support for legacy systems is no longer needed, while your investments are protected should you wish to add new capture systems in the future
To find out more about Wordwatch and our other market-leading solutions, please get in touch with the Business Systems UK team today.
Publish Date: July 22, 2019
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