The Wilmac Wire

Wilmac Technologies

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

  1. 2D AGO

    Holiday Break | Behind the Build Episode Replay with Bob Pease

    In this Behind the Build episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell are joined by Wilmac’s VP of Engineering, Bob Pease, for a deep dive into the evolution of Continuity WFM and the growing role of agentic AI in public safety. Just a few months post-launch, the conversation highlights how quickly both the product and market approach have shifted. From advancements in forecasting to the expansion of Mac, Wilmac’s AI-powered onboarding, scheduling, and optimization agent, the team shares how workforce management is being reimagined for 911 environments. They explore why workforce management has long existed in enterprise contact centers but not in PSAPs, and what makes public safety fundamentally different, including fixed staffing requirements, union constraints, and mission-critical operations. A major focus is agentic AI. Unlike generative AI, which responds to prompts, agentic AI takes action by configuring systems, generating schedules, forecasting staffing needs, and executing workflows. Mac is designed to reduce manual work, improve decision-making, and give time back to supervisors. The conversation also zooms out to the bigger picture. Better staffing, smarter scheduling, and real-time insights can improve employee wellness, reduce burnout, increase retention, and lead to faster response times and better outcomes for the communities PSAPs serve. Here’s what you’ll hear about: • How Continuity WFM has evolved since launch • Why workforce management has not historically existed in 911 • Key differences between PSAPs and traditional contact centers • What agentic AI is and how Mac executes workflows • Forecasting, scheduling, and automation in public safety • The impact on wellness, retention, and overtime • How Wilmac is approaching the PSAP market Episode Breakdown: 0:00 Welcome and Behind the Build intro 6:19 Product evolution since launch 10:09 Go-to-market shifts and learnings 14:05 Why WFM has not existed in 911 17:01 PSAP challenges and workforce management 24:05 What agentic AI is and how it works 30:38 Forecasting and insights with Mac 33:04 Building across two products with AI 35:07 Market opportunity and strategy 39:21 Value props and outcomes 42:10 What’s next for agentic AI and WFM Connect with the hosts: Emily Miller: https://www.linkedin.com/in/emily-miller-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=e846589c6a43463f

    45 min

  2. APR 2

    Ivan Whitaker | Running a Consolidated PSAP, Life as an Influencer, & Beyond the Launch

    In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Ivan Whitaker, Executive Director and CEO of the Salt Lake Valley Emergency Communications Center, for a powerful conversation on leadership, public safety, and the future of 911. With more than 30 years in public safety, Ivan shares his journey from EMT and dispatcher to leading one of the most advanced emergency communication centers in the country, handling over a million calls annually. He reflects on the experiences that shaped his career and the responsibility that comes with driving outcomes that directly impact lives. The conversation dives into the realities of modern emergency communications, from rising call volume and increasing call severity to the growing importance of mental health and resilience for telecommunicators. Ivan explains why wellness must shift from reactive support to proactive, system-wide resiliency. They also explore how technology and AI are transforming 911 operations. From non-emergency call diversion and real-time language translation to AI-assisted workflows and predictive dashboards, Ivan shares how his team is using innovation to reduce strain on dispatchers while improving response outcomes. Emily, Steve, and Ivan also discuss what it takes to successfully implement new technology in public safety, why customer success and adoption matter just as much as the technology itself, and how stronger partnerships between vendors and agencies can unlock real impact. Here’s what you’ll hear about: Ivan’s journey from EMS to leading a major 911 communications centerThe realities of call volume, severity, and dispatcher workloadWhy mental health and resiliency must be a priority in public safetyHow AI is transforming non-emergency calls, workflows, and operationsThe future of NG911, real-time translation, and data-driven decision makingChallenges with technology adoption and why implementation mattersHow leadership, partnerships, and innovation drive better outcomes Episode Breakdown: 0:01 Welcome and intro 5:25 Ivan’s career path into public safety 11:29 The evolving role of 911 and leadership challenges 13:45 Call volume, intensity, and dispatcher experience 16:00 Mental health, wellness, and resiliency in 911 25:13 How SLVECC is structured and operates 34:57 AI, innovation, and the future of emergency communications 43:00 Launching “Beyond the Launch” and improving implementation 51:24 Quality assurance, data, and the future of care in 911 Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Ivan Whitaker: https://www.linkedin.com/in/ivan-whitaker-mba-pmp-62a17316/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=40362f3aa59f4b6f

    57 min

  3. MAR 26

    James Senall | Scaling NextCorps, Funding Founders, & Enabling Innovation

    In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with James Senall, President of NextCorps and Co-founder of the Rochester Angel Network, for a deep dive into Rochester’s startup ecosystem and what it takes to build and fund early-stage companies. Jim shares his journey from engineering and manufacturing to becoming a central figure in Rochester’s innovation economy, and how NextCorps has grown into a hub supporting hundreds of startups, accelerators, and founders across the region. The conversation explores how startups are built today, especially in the age of AI. Jim breaks down how dramatically faster founders can go from idea to product, how tools are lowering barriers to entry, and what that means for both entrepreneurs and investors. They also unpack how angel investing works, the differences between angel investors and venture capital, and why early-stage capital and mentorship are critical to helping companies gain traction and scale. Emily, Steve, and Jim close with an honest look at Rochester’s future, what the region gets right, where it needs to improve, and how stronger connections between startups, large enterprises, and universities could unlock the next wave of innovation and growth. Here’s what you’ll hear about: • Jim’s path from engineering to leading NextCorps and the Rochester Angel Network • How incubators and accelerators support early-stage startups • The impact of AI on startup speed, product development, and validation • How angel investing works and how it differs from venture capital • Why early-stage capital and mentorship matter for growth • Rochester’s strengths in innovation and where it needs to evolve • The role of universities, corporations, and community in building a startup ecosystem Episode Breakdown: 0:00 Welcome and intro 1:02 Jim’s background and career journey 8:57 Building and scaling NextCorps programs 16:50 Rochester’s startup ecosystem and investment landscape 22:25 Angel investing vs venture capital 29:13 How AI is changing startup building 38:08 Rochester’s opportunities and challenges 44:16 Programs, initiatives, and how to get involved Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ James Senall: https://www.linkedin.com/in/jamessenall/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=7f03af8cfdae4cd7

    46 min

  4. MAR 19

    Captain Jack Varnado | Running a PSAP, APCO Leadership, & the Future of 911

    In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Captain Jack Varnado, 911 Director at the Livingston Parish Sheriff’s Office and President of APCO International, for a conversation on leadership, public safety, and the future of emergency communications. Jack shares his nearly 40-year journey in public safety, from volunteer firefighter and EMT to leading one of the most advanced 911 operations in the country, and reflects on the experiences that shaped his passion for communications. They also discuss the evolving role of 911, including workforce wellness, mental health support for telecommunicators, the national push for Next Generation 911, and why cloud-based infrastructure and redundancy matter for building more resilient emergency systems. The conversation closes with Jack’s perspective on AI in public safety, where he sees it creating value in areas like quality assurance, training, and non-emergency call handling, while reinforcing that it should support human decision-making, not replace it. Here’s what you’ll hear about: • Jack’s 40-year journey across fire, EMS, law enforcement, and communications • Leadership lessons from major disasters and high-pressure environments • The growing focus on workforce wellness and retention in 911 centers • What Next Generation 911 means and why it matters • How cloud, redundancy, and cybersecurity are reshaping emergency systems • The role of AI in supporting call takers and reducing non-emergency volume • The push to reclassify telecommunicators as protective service professionals Episode Breakdown: 0:01 Welcome and guest introduction 6:00 Jack’s career journey into public safety 15:00 Leadership lessons and transition into communications 22:30 APCO’s role in shaping the future of 911 28:00 Workforce challenges, wellness, and retention 34:00 Call handling metrics and operational pressures 37:30 Next Generation 911 and cloud transformation 45:00 AI in public safety and responsible adoption 49:30 Industry challenges and public education 52:00 Closing thoughts and how to connect Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Jack Varnado: https://www.linkedin.com/in/jack-varnado-980a5b5/ Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=67ac88bfcede4afb

    57 min

  5. MAR 12

    Adam Bello | Leading Monroe County, Public Safety, & Economic Growth

    In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Monroe County Executive Adam Bello for a conversation on public service, public safety, and the future of economic growth in Rochester. Adam reflects on his path into government, from an early interest in politics and public service to serving as Irondequoit Town Supervisor, Monroe County Clerk, and now County Executive. He shares what it was like stepping into county leadership in 2020 during the height of the COVID-19 pandemic, and how that experience shaped his approach to communication, crisis management, and leadership. The conversation also explores one of Monroe County’s core priorities: public safety. Adam discusses the emotional and operational demands facing 911 professionals, the importance of supporting telecommunicators, and how technology and AI can play a greater role in strengthening emergency response. He also shares how Monroe County is approaching youth intervention, workforce challenges, and cross-agency collaboration to improve safety outcomes across the region. Emily, Steve, and Adam also dig into Rochester’s economic development potential, from building a stronger startup ecosystem to attracting new industries, supporting workforce development, and making Monroe County a place where businesses and families want to stay and grow. Here’s what you’ll hear about: Adam’s journey into public service and county leadershipWhat it was like taking office during the COVID-19 pandemicWhy public safety is a core priority for Monroe CountyThe workforce and wellness challenges facing 911 centersHow technology and AI can support emergency communicationsRochester’s economic development momentum and future opportunities Episode Breakdown: 0:00 Welcome and intro 3:09 Guest introduction 4:08 This or That with Adam Bello 7:42 Adam’s career journey into public service 15:27 Leadership lessons from stepping into office during COVID 21:26 The role of county government and Monroe County’s core priorities 29:18 Public safety, youth intervention, and 911 workforce challenges 39:50 Economic development, startups, and Monroe County’s future 49:47 Leadership advice and what Adam hopes people remember 52:22 Monroe County initiatives and closing thoughts Connect with the speakers: Emily Miller: Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=ca823d0e9ac44b7a

    54 min

  6. MAR 5

    Building a Career at JPMC, Supporting Local Business, & Regional Leadership with Casey Fitzgerald

    In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Casey Fitzgerald, Executive Director and Western New York Market Executive at JPMorgan Chase, to discuss building a long-term career at a global institution while staying closely connected to the local business community. Casey shares his path from growing up in Rochester and starting as a bank teller during college to building an 18-year career in JPMorgan’s commercial banking organization, along with the role consistency and curiosity have played in that journey. They also explore how commercial banking supports business growth, from lending and treasury management to international expansion and technology integration, and how JPMorgan connects local companies with its global expertise. The conversation closes with a look at Rochester’s evolving business ecosystem and the role local leaders and institutions play in driving economic growth across Western New York. Here’s what you’ll hear about: • Casey’s career path and 18 years at JPMorgan Chase • The difference between retail, commercial, and private banking • How commercial banks support business growth beyond lending • Why consistency and curiosity matter when building a long-term career • The strengths and resilience of Rochester’s business community • The role large institutions play in regional economic development Episode Breakdown: 0:00 Intro and welcome 3:00 Casey’s background and early career path 7:00 From retail banking to commercial banking 11:15 Career growth inside a global institution 16:00 Advice for building a long-term career 20:00 What commercial banking really does for businesses 25:00 Working with global resources while staying locally focused 30:45 The Rochester business ecosystem and economic shifts 36:30 Community leadership and Chamber involvement 40:00 The role of JPMorgan in regional growth 41:30 Corporate Challenge and closing thoughts Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/?skipRedirect=true Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Casey Fitzgerald: https://www.linkedin.com/in/casey-fitzgerald-36a3a218/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=8923d01c0ea34313

    42 min

  7. FEB 26

    Agentic AI, Staffing Stability, & Bringing Workforce Management to 911 – A Behind the Build Update with Bob Pease

    Send a text In this Behind the Build episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Wilmac’s VP of Engineering, Bob Pease, to unpack how Continuity WFM is evolving and how agentic AI is reshaping workforce management in public safety. Recorded just months after launch, they share how the product has matured, from advanced forecasting to Mac, Wilmac’s AI agent designed to streamline onboarding, scheduling, and optimization for 911 centers. They also break down what makes agentic AI different. Mac is built to take action, executing workflows, configuring environments, and guiding PSAP leaders through complex processes in plain language to support faster, smarter staffing decisions. The conversation closes with why workforce management has long been standard in enterprise contact centers but largely missing in public safety, and what that gap means for wellness, retention, overtime, and emergency readiness. Here’s what you’ll hear about: How Continuity WFM has evolved since launchWhy forecasting matters in 911 centersThe difference between generative and agentic AIHow Mac automates onboarding, scheduling, and optimizationWorkforce management’s impact on wellness and retentionThe total addressable market for AI-driven WFM in public safetyHow Wilmac is engaging with APCO and NENA standards groupsEpisode Breakdown: 0:00 Welcome + Behind the Build intro 3:46 This or That with Bob 5:57 How Continuity WFM has matured post launch 11:38 Workforce management in PSAPs vs. contact centers 17:15 Employee wellness, retention, and overtime impacts 23:00 What makes agentic AI different 25:16 Mac and AI-powered onboarding 29:20 Forecasting and predictive staffing insights 32:48 Managing two product roadmaps at once 35:07 Total addressable market and go-to-market strategy 39:18 The broader impact of AI in public safety 42:05 What’s next on the roadmap Connect with the hosts: Emily Miller: https://www.linkedin.com/in/emily-miller-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=e8f41c1a24614e1c

    45 min

  8. FEB 19

    Leading a U.S.-based BPO, AI in Practice, & Industry Shifts – A Conversation with Thomas Laird

    Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Tom Laird, CEO of Expedia Interaction Marketing Group and Auto QA, for a refreshingly honest conversation on the realities of running a modern contact center.  Tom is a rare voice in the CX space, someone who always knew this industry was his path. He shares how he grew up in the call center world, built Expedia after a difficult private equity experience, and later launched Auto QA to bring AI-powered quality assurance into real contact center workflows.  The conversation covers everything from culture and leadership in a work-from-home era to why Tom believes the industry’s biggest conferences miss the mark, plus what the NICE Cognigy acquisition and the broader AI shift really mean for operators today. Tom’s take is clear: AI is powerful, but success depends on strong data foundations, realistic ROI expectations, and solving the right problems first.  Here’s what you’ll hear about: Tom’s journey from family-run BPO roots to CEOBuilding Expedia and Auto QA from the ground upThe future of QA and coaching with AICulture challenges in hybrid contact centersHonest perspectives on CX conferences and vendor noiseWhat NICE’s AI moves signal for the marketEpisode Breakdown: 0:01 Welcome + guest intro 4:19 This or That with Tom 14:22 Tom’s career journey and building Expedia 17:42 Launching Auto QA and productizing AI 27:45 Tom’s involvement with NICE advisory boards 31:00 Scott Russell’s impact and NICE’s AI direction 38:00 AI hype vs. real execution in contact centers 47:55 Biggest lessons learned adopting AI 51:21 Closing + where to find Tom Connect with the guest: Tom Laird: https://www.linkedin.com/in/tlairdexpivia/ Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ 🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

    53 min
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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
    61
  • Rating
    Clean
  • Copyright
    © 2026 Wilmac Technologies
  • Show Website
    The Wilmac Wire