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. 2 NGÀY TRƯỚC

    Joseph Stefko | Leading OneROC, Building Rochester's Economy, & the NY SMART I-Corridor

    In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Joe Stefko, President and CEO of OneROC, for a conversation on economic development, regional collaboration, and what it takes to drive long-term growth across Greater Rochester. Joe shares his career journey from leading a $1 billion emergency fiscal control board in Buffalo to now helping shape economic strategy across Rochester, Buffalo, and Syracuse. He breaks down the role OneROC plays in aligning public and private stakeholders, coordinating initiatives, and creating a unified approach to regional growth. The conversation takes a deep dive into the New York Smart I-Corridor Tech Hub, what it is, how it came together, and why it represents a major opportunity for Upstate New York to compete on a national stage in optics, photonics, and advanced technology. Joe explains how collaboration across cities and institutions is key to unlocking funding, attracting talent, and driving innovation. Emily, Steve, and Joe also have an honest discussion about Rochester’s future, from workforce development and talent retention to improving awareness and engagement across the community. This episode offers a practical look at how strategy, partnerships, and leadership come together to shape what’s next for Rochester and the broader region. Here’s what you’ll hear about: • Joe’s path from Buffalo to leading regional economic development • What OneROC is and how it supports growth across the region • The vision behind the New York Smart I-Corridor Tech Hub • Why regional collaboration matters more than ever • Challenges and opportunities shaping Rochester’s future • How businesses and individuals can get involved locally Episode Breakdown: 0:01 Welcome and intro 2:30 Joe’s background and career journey 8:15 What OneROC does and regional alignment 15:40 The Smart I-Corridor Tech Hub explained 24:10 Collaboration across Rochester, Buffalo, and Syracuse 32:45 Rochester’s strengths, challenges, and opportunities 40:00 How to get involved and closing though Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Joe Stefko: https://www.linkedin.com/in/jstefko/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=6226657acaad42a1

    53 phút

  2. 24 THG 4

    Vince Lecce | Regional Market Leadership, Growth at KeyBank, & Community Impact

    In this episode, Emily Miller and Steve McDonnell sit down with Vince Lecce, Rochester Market President at KeyBank, for a conversation on building a career in financial services while staying deeply connected to the local business community. Vince shares his journey from a pre-med track at Cornell to a 15-year career in investments and ultimately into leadership at KeyBank, where he now oversees both wealth management and the bank’s broader presence across Rochester. He reflects on the importance of taking risks, staying curious, and building relationships that go beyond transactional business. The conversation explores how KeyBank supports businesses across the region, from lending and wealth management to financial education and community engagement. Vince breaks down why being in front of clients is the most valuable use of time, especially in periods of uncertainty, and how a consultative approach helps businesses navigate changing economic conditions. Emily, Steve, and Vince also dive into leadership and community impact. From serving on the Greater Rochester Chamber board to supporting organizations like United Way and Rochester Rotary, Vince shares why showing up, building connections, and investing in the region are essential to long-term growth for both individuals and businesses. The episode also touches on the growing role of AI in financial services, how organizations are beginning to adopt it, and why those who embrace it early will have a significant advantage moving forward. Here’s what you’ll hear about: Vince’s path from biology to financial services leadershipBuilding a career and taking risks in a new marketHow KeyBank supports businesses and individuals in RochesterWhy client relationships and communication matter mostLeadership lessons from sports and mentorshipThe role of AI in banking and business strategyGiving back and building community in Rochester Episode Breakdown: 0:01 Welcome and intro 4:11 Vince’s background and career path 7:15 Journey to KeyBank and Rochester 14:16 Leadership style and team growth 19:05 Supporting businesses at KeyBank 25:25 Navigating uncertainty with clients 28:21 AI in banking and business 34:09 Why Vince stayed in Rochester 38:57 Community involvement and impact 49:01 Closing thoughts Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Vince Lecce: https://www.linkedin.com/in/vincelecce/ 🎧 Listen to more episodes: https://open.spotify.com/episode/4jPeScN0ws6nlyuloDFSAD?si=1c3be32476f040c0

    49 phút

  3. 16 THG 4

    National Public Safety Telecommunicators Week | Honoring the Heroes Behind the Headset

    In this special episode of The Wilmac Wire, host Emily Miller takes a step back from the usual format to recognize National Public Safety Telecommunicators Week and spotlight the people behind the headset. Instead of a single guest, the episode brings together powerful moments from recent public safety leaders, including Jack Varnado, Ivan Whitaker, and a preview of Roxy Van Gundy, highlighting the realities, challenges, and impact of 911 professionals across the country. Through these conversations, listeners get an inside look at what it means to work in emergency communications. From high-intensity, back-to-back calls to the growing mental health challenges facing telecommunicators, the episode underscores just how demanding and critical these roles are. The discussion also explores how technology and AI are beginning to reshape 911 operations. From non-emergency call diversion to workflow automation, these tools are helping reduce burnout and improve efficiency, while reinforcing that human decision-making remains at the center of emergency response. A central theme throughout the episode is recognition. Emily highlights the 911 SAVES Act and the ongoing push to reclassify telecommunicators as protective service professionals, emphasizing the gap between what these individuals do every day and how they are currently recognized at the federal level. This episode serves as both a tribute and a call to action, bringing greater awareness to the essential role telecommunicators play in keeping communities safe. Here’s what you’ll hear about: Why National Public Safety Telecommunicators Week mattersReal stories and perspectives from 911 leaders across the countryThe intensity and emotional impact of modern emergency communicationsWorkforce challenges, burnout, and the need for better supportHow AI is helping reduce workload and improve operationsThe importance of the 911 SAVES Act and industry advocacy Episode Breakdown: 0:00 Intro and National Public Safety Telecommunicators Week 4:30 The 911 SAVES Act and why it matters 8:00 Jack Varnado on finding purpose in communications 18:20 Ivan Whitaker on call volume and mental health challenges 24:00 AI in public safety and non-emergency call diversion 30:00 Roxy Van Gundy on culture, leadership, and wellness 36:00 The future of 911 and closing message Connect with the hosts: Emily Miller: https://www.linkedin.com/in/emily-miller-mcnulty-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Jack Varnado: https://www.linkedin.com/in/jack-varnado-980a5b5/ Ivan Whitaker: https://www.linkedin.com/in/ivan-whitaker-mba-pmp-62a17316/ Roxanne Van Gundy: https://www.linkedin.com/in/roxanne-van-gundy-enp-cmcp-rpl-cpe-055b2a125/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=9ef8361687284984

    37 phút

  4. 9 THG 4

    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 phút

  5. 2 THG 4

    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 phút

  6. 26 THG 3

    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 phút

  7. 19 THG 3

    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 phút

  8. 12 THG 3

    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 phút
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Giới Thiệu

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

Thông Tin

  • Nhà sáng tạo
    Wilmac Technologies
  • Năm hoạt động
    2024 - 2026
  • Tập
    64
  • Xếp hạng
    Sạch
  • Bản quyền
    © 2026 Wilmac Technologies
  • Trang web chương trình
    The Wilmac Wire