The Wilmac Wire

Wilmac Technologies
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Where the drivers behind customer interaction technology, AI, and community innovation share how they’re shaping what’s next.

  1. 23h ago

    Kevin Surace | What’s Changed in AI, the Power Players, & Enabling Rochester to Build

    Kevin Surace has a rule: use AI five times an hour. Not five times a day, five times an HOUR, whether he's building a spreadsheet, drafting a keynote deck, or writing a Broadway musical. He says 99% of people he talks to are nowhere close, and that one of their competitors already is. In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell welcome back Kevin Surace — AI pioneer, inventor of the modern virtual assistant, and Chairman/CTO of Advanced.ai — for a wide-ranging conversation on the model wars between OpenAI, Anthropic, and Google, why coding jobs are shifting instead of disappearing, and how his company Token is stopping AI-driven identity hacks with biometrics. Here's what you'll hear about: Kevin's "five times an hour" rule, and why most people are already behindInside the model wars: OpenAI, Anthropic, Gemini, and why Kevin calls foundation models a coming commodityWhy security awareness training barely moves the needle — and the biometric fix his company Token is building insteadThe real reason coding jobs aren't disappearing, and why nobody cares how you got the result anymoreThe Joy Success Cycle, Kevin's new book dropping September 1, and his one-complaint-a-day ruleWhether Rochester is actually building a real AI startup ecosystem Episode Breakdown: 0:00 Welcome back, Kevin Surace 2:09 Introducing Kevin's background 3:56 Icebreaker: This or That 6:40 The model wars: OpenAI, Anthropic, Gemini, and the "commodity model" debate 12:53 Kevin's path into virtual assistants and General Magic 27:09 How Nvidia stumbled into the AI chip business 31:05 Kevin's "five times an hour" AI rule 35:44 Claude Design and the disappearing "interim step" 41:23 Why coding jobs are changing, not disappearing 45:30 The Joy Success Cycle and the one-complaint-a-day rule 52:44 Is Rochester building a real AI startup ecosystem? 58:33 Token, biometric security, and stopping AI-driven hacks 1:04:05 Where to find Kevin, and his new book Connect with Kevin on LinkedIn Listen to more episodes of The Wilmac Wire: Spotify | Apple Podcasts | YouTube | iHeart | Riverside

  2. Jul 23

    Adam Timm | The Healthy Dispatcher, 911 Culture Reform, & the Wellness Crisis

    Adam Timm spent over ten years at LAPD earning a nickname he didn't know about until years later: "Angry Adam." A near-firing forced him into a six-week mindfulness class — and what he learned became a program that cut sick time at his center by 45%, and eventually a company, three books, and a career telling 911 leaders the thing they don't want to hear: the best CAD system, consoles, or AI transcription tool won't fix a broken culture. In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell talk with Timm — founder of The Healthy Dispatcher — about the real cost of culture, why 70% of 911 calls aren't emergencies, and where AI actually fits into the future of the call floor. Here's what you'll hear about: The six-week class that turned "Angry Adam" aroundThe real cost case for culture: turnover, liability, complianceWhy "wellness program" is often a misnomerAI's growing role in non-emergency call handlingThe push to get telecommunicators recognized as first responders Episode Breakdown 0:00 Welcome and introducing Adam Timm 0:55 Icebreaker 6:31 How Adam became a 911 dispatcher at LAPD 12:15 "Angry Adam" and the class that changed everything 26:35 Founding The Healthy Dispatcher 32:04 Wellness as a misnomer 37:20 "Just a dispatcher": public perception and reclassification 41:25 The financial case for investing in culture 45:05 Where tech can — and can't — help 48:47 AI and the future of non-emergency calls 51:49 Adam's message and where to find him Connect with Adam on LinkedIn Listen to more episodes of The Wilmac Wire: Spotify | Apple Podcasts | YouTube | iHeart | Riverside

  3. Jul 16

    Live from NENA 2026

    In this special live episode of The Wilmac Wire, host Emily McNulty takes listeners to the floor of NENA 2026 in Columbus, Ohio, for a series of conversations recorded live from the Wilmac booth. Featuring leaders, innovators, and advocates from across the 911 community, the episode captures the energy, collaboration, and momentum of one of the industry's biggest events. Emily catches up with both returning podcast guests and new voices, covering topics including telecommunicator wellness, Next Generation 911, AI and innovation, workforce management, leadership, and collaboration across the industry. From national advocacy to emerging technologies, each guest shares their perspective on the challenges and opportunities shaping the future of emergency communications. Episode Breakdown: 0:00 Welcome from NENA 2026 1:38 Melanie Jones on leadership and wellness 2:58 Ivan Whitaker on innovation and conference takeaways 4:21 Roxanne Van Gundy on her vision as NENA President 5:41 Katie Decker on building the NENA community 7:23 Julie Grosert and Tracy Pemberton on international collaboration through British APCO 9:01 Nick LaMontia reflects on national leadership 12:06 Sam Hawkins on supporting the 911 community 14:19 Hailey Gunther shares her first NENA experience Connect with the speakers: Emily McNulty: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Melanie Jones: https://www.linkedin.com/in/melanieneal911/ Ivan Whitaker: https://www.linkedin.com/in/ivan-whitaker-mba-pmp-62a17316/ Roxanne "Roxy" Van Gundy: https://www.linkedin.com/in/roxanne-van-gundy-enp-cmcp-rpl-cpe-055b2a125/ Katie Decker: https://www.linkedin.com/in/katie-decker-enp-855995252/ Julie Grosert: https://www.linkedin.com/in/julie-grosert-5a9947b3/ Tracy Pemberton: https://www.linkedin.com/in/tracy-pemberton-2887b75a/ Nick LaMontia: https://www.linkedin.com/in/nickolas-lamontia-enp-2623558/ Sam Hawkins: https://www.linkedin.com/in/samantha-hawkins-cmcp-2a045b3b/ Hailey Gunther: https://www.linkedin.com/in/haileygunther/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=806af834f2df4942

  4. Jul 9

    Independence Day Break | Chatting with Monroe County Executive Adam Bello

    In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell revisit their conversation with Monroe County Executive Adam Bello, highlighting the leadership, collaboration, and community investment that continue to shape Rochester and Monroe County. Adam reflects on his journey into public service, from an internship in Washington, D.C. during the events of September 11 to serving as Irondequoit Town Supervisor, Monroe County Clerk, and now County Executive. He shares how those experiences shaped his leadership philosophy and why bringing people together has been central to navigating challenges, including leading Monroe County through the COVID-19 pandemic. The conversation also explores Monroe County's approach to public safety, workforce development, and economic growth. Adam discusses innovative programs supporting youth intervention, investments in emergency communications, and the importance of collaboration between local governments, businesses, and community organizations to strengthen the region. Emily, Steve, and Adam also dive into Rochester's future, discussing why the region is well positioned for growth through advanced manufacturing, AI, higher education, and quality of life. The episode closes with Adam's advice on leadership, taking risks, and embracing opportunities for personal and professional growth. Here’s what you’ll hear about: • Adam's journey into public service • Leading Monroe County through the COVID-19 pandemic • Building partnerships across local government • Youth intervention and public safety initiatives • The future of emergency communications and 911 • Workforce development and economic growth • Rochester's strengths in AI, optics, and manufacturing • Leadership lessons on taking risks and serving others • What's next for Monroe County Episode Breakdown: 0:00 Welcome and Independence Day introduction 2:19 Meet Monroe County Executive Adam Bello 7:27 Adam's path into public service 14:52 Leading Monroe County through COVID-19 20:14 The role of county government 28:52 Public safety and youth intervention programs 35:13 Technology and the future of emergency communications 39:18 Rochester's economic development and workforce strategy 49:18 Leadership lessons and career advice 51:58 What's next for Monroe County Connect with the speakers: Emily McNulty: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=7d55c7ee048d4fecv

  5. Jul 2

    Independence Day Break | Celebrating Roxy Van Gundy's NENA Inauguration

    In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell revisit one of Season 3's most impactful conversations with Roxanne "Roxy" Van Gundy, Director of Lyon County Emergency Communications Center and newly inaugurated President of NENA, in celebration of her leadership and contributions to the 911 community. With more than 20 years in public safety, Roxy shares her journey from dispatcher to 911 center director and national leader, reflecting on the experiences that shaped her approach to leadership, culture, and employee wellness. She discusses why creating people-first organizations, empowering teams, and fostering curiosity are essential to building stronger emergency communications centers. The conversation also explores some of the biggest issues facing public safety today, including the 911 SAVES Act, Next Generation 911 funding, dispatcher recruitment and retention, and the growing need to recognize telecommunicators as first responders. Roxy explains why advocacy at both the state and federal level is critical to the future of the profession. Emily, Steve, and Roxy also discuss how emerging technologies like AI can support telecommunicators by reducing administrative workloads, improving training, and enhancing wellness without replacing the human element that remains at the heart of emergency response. The episode closes with a look at the future of emergency communications and the leadership needed to move the industry forward. Here’s what you’ll hear about: • Roxy's journey from dispatcher to NENA President • Building a people-first culture in 911 • Leadership lessons from more than 20 years in public safety • The 911 SAVES Act and first responder recognition • Next Generation 911 funding and advocacy efforts • Dispatcher recruitment, retention, and wellness • Using AI to support telecommunicators and training • Technology modernization in emergency communications • The future of leadership in public safety Episode Breakdown: 0:00 Welcome and Independence Day introduction 3:02 Meet Roxy Van Gundy 7:05 Roxy's career journey into public safety 12:47 Her path to NENA leadership 16:43 Leading Lyon County Emergency Communications 20:19 Building culture and supporting employee wellness 23:19 The 911 SAVES Act and federal advocacy 35:20 AI in emergency communications 39:28 Building a new communications center 42:22 NENA priorities and the future of 911 49:08 AI, training, and closing thoughts Connect with the speakers: Emily McNulty: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Roxanne "Roxy" Van Gundy: https://www.linkedin.com/in/roxanne-vangundy/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=5a04500840554db3

  6. Jun 25

    Mid-Year Check-In | Season 3 Reflections & a Wilmac Update

    In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell take a break from guest interviews for a mid-year conversation reflecting on Wilmac’s momentum, the evolution of the podcast, and the technology trends shaping the second half of 2026. The discussion begins by looking back on Season 3, which has already surpassed last year’s total episode count halfway through the year. Emily and Steve share what they’ve learned from hosting conversations with leaders across public safety, technology, business, and the Rochester community, along with what listeners can expect as The Wilmac Wire heads to NENA and APCO for live podcast recordings later this summer. The conversation then shifts to AI and innovation. Steve shares his perspective on the rapid evolution of AI-native software, how Wilmac is navigating changing SaaS and consumption models, and why curiosity, adaptability, and continuous learning are becoming essential skills for both businesses and individuals. They also discuss Rochester’s opportunity to become a stronger AI hub and why embracing innovation is critical to the region’s future. Emily and Steve also provide an update on Wilmac’s continued growth, including customer momentum for Wilmac Continuity WFM and Wilmac Continuity Replay, expanding AI capabilities through Mac and Archie, and the company's vision for the year ahead. The episode closes with a look at what’s next for Wilmac, the podcast, and the growing role of AI across every industry. Here’s what you’ll hear about: • Reflecting on the first half of Season 3 • Lessons learned from hosting The Wilmac Wire • The future of AI-native software and SaaS • Why curiosity is becoming a competitive advantage • Rochester's opportunity in AI and innovation • Updates on Wilmac Continuity WFM and Wilmac Continuity Replay • Mac, Archie, and Wilmac’s AI strategy • Building company culture through growth • What’s ahead for Wilmac and The Wilmac Wire Episode Breakdown: 0:01 Welcome and Season 3 reflection 2:28 Icebreaker: What we're watching, reading, and listening to 11:53 Looking back on Season 3 and podcast growth 17:36 AI, SaaS, and the future of software 22:48 Rochester's AI opportunity and startup ecosystem 29:27 State of Wilmac and product momentum 32:46 Marketing, culture, and company growth 36:38 Looking ahead to the second half of 2026 37:37 Closing thoughts Connect with the speakers: Emily McNulty: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=c6fba168bc2a44bb

  7. Jun 18

    Mark “Fletch” Fletcher | 911 Innovation, Kari’s Law, and Workforce Challenges in the ECC

    In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell sit down with Mark "Fletch" Fletcher, Founder and Principal Consultant at Fletch 911 Consulting, for a wide-ranging conversation on emergency communications, Next Generation 911, technology modernization, and the legislation that continues to shape the industry. With more than 40 years of experience spanning public safety and telecommunications, Fletch shares his unconventional journey from volunteer EMT, dispatcher, and special officer to becoming one of the most influential independent voices in 911. Along the way, he reflects on the career experiences that led him to hold 14 U.S. patents, advocate for industry-wide change, and help shape landmark federal legislation. The conversation explores the stories behind Kari's Law and the RAY BAUM'S Act, including how Fletch worked alongside the Hunt family to improve emergency access and location accuracy for 911 callers. He also shares what it was like to help navigate the legislative process and attend the White House signing ceremony that made Kari's Law official. Emily, Steve, and Fletch also discuss some of the biggest challenges facing emergency communications today, including staffing shortages, dispatcher wellness, technology adoption, and the pace of Next Generation 911 implementation. Fletch offers his perspective on why workforce management, resiliency, cloud infrastructure, and emerging technologies like AI and Starlink could play a significant role in the future of public safety. The episode closes with a look at industry consolidation, the growing importance of IoT and real-time data, and why public safety agencies must continue modernizing to meet the expectations of an increasingly connected world. Here’s what you’ll hear about: • Fletch’s journey from dispatcher to 911 industry influencer • The story behind Kari's Law and RAY BAUM'S Act • What it takes to move public safety legislation forward • Next Generation 911 and industry modernization • Workforce management and dispatcher wellness • AI, automation, and emerging technologies in 911 • Industry consolidation and the future of public safety technology • The role of Starlink and resiliency in emergency communications • IoT, real-time data, and what's next for NG911 Episode Breakdown: 0:00 Welcome and introduction 2:44 Fletch's background and career journey 8:38 Building patents and solving public safety problems 14:06 The story behind Kari's Law 16:58 RAY BAUM'S Act and dispatchable location 20:04 Launching Fletch 911 Consulting 21:16 Getting legislation signed into law 26:33 Industry consolidation and technology trends 33:01 Why wellness should be every PSAP's top priority 39:57 Starlink, resiliency, and emergency communications 42:58 Workforce management and modernization in 911 53:27 What's next for NG911 and public safety technology 54:14 Closing thoughts Connect with the speakers: Emily McNulty: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Mark "Fletch" Fletcher: https://www.linkedin.com/in/fletch911/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=5e898a21f06841c7

  8. Jun 11

    Behind the Build | Two Products, One Vision, & How Agentic AI is Changing Everything

    In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell welcome back Wilmac’s VP of Engineering, Bob Pease, for another Behind the Build conversation focused on product innovation, agentic AI, and what’s happening across Wilmac in the second half of 2026. The discussion begins with an update on Wilmac Continuity WFM and the rapid evolution of Mac, Wilmac’s AI workforce management agent. Bob shares how new capabilities like customizable skills, workflow automation, and autonomous decision-making are helping PSAP leaders streamline scheduling, approvals, reporting, and employee management. The team also discusses how AI-native product development is accelerating innovation and creating new opportunities across public safety workforce management. The conversation then shifts to Wilmac Continuity Replay and Archie, the company’s AI-powered compliance and data intelligence agent. Bob breaks down how Archie is evolving beyond search and reporting into a more intelligent assistant capable of analyzing large volumes of interaction data, supporting audits, and helping organizations unlock greater value from their archived communications. Emily, Steve, and Bob also pull back the curtain on how Wilmac is using AI internally. From engineering and marketing to sales and operations, they discuss how Claude has become a daily tool across the organization, enabling faster decision-making, increased productivity, and new ways of working. The conversation highlights the company's belief that AI is not just changing products, but transforming how businesses operate. Here’s what you’ll hear about: • The latest updates to Wilmac Continuity WFM • How Mac is becoming a more autonomous AI agent • New AI-powered workflow automation capabilities • The evolution of Wilmac Continuity Replay and Archie • Semantic search, compliance, and audit automation • Building AI products for highly regulated industries • How Wilmac uses Claude across the organization • The rise of agentic AI and vertical AI solutions • What’s next for Wilmac in the second half of 2026 Episode Breakdown: 0:01 Welcome and Behind the Build introduction 3:45 On Point or Off Point: AI edition 13:21 Continuity WFM updates and Mac enhancements 17:27 Product roadmap and autonomous AI workflows 20:45 Building Wilmac’s AI engineering team 24:08 Conferences, customer feedback, and market traction 27:53 Continuity Replay updates and Archie’s evolution 35:07 AI-powered search, compliance, and audits 40:59 How AI has changed software development at Wilmac 42:17 Internal AI adoption and Claude use cases 53:21 Looking ahead to the second half of 2026 Connect with the speakers: Emily McNulty: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Bob Pease: https://www.linkedin.com/in/bobpease/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=5a04500840554db3

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About

Where the drivers behind customer interaction technology, AI, and community innovation share how they’re shaping what’s next.

Information

  • Creator
    Wilmac Technologies
  • Years Active
    2024 - 2026
  • Episodes
    77
  • Rating
    Clean
  • Copyright
    © 2026 Wilmac Technologies
  • Show Website
    The Wilmac Wire