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

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

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

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

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

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

With nearly four decades in public safety, Melanie shares her journey from deputy sheriff to leading one of North Carolina’s largest consolidated 911 centers. Along the way, she reflects on the mentors, experiences, and leadership lessons that shaped her career, including the importance of taking the high road, serving your team, and staying focused on the mission of helping people.

The conversation explores Melanie’s time on NENA’s executive board and her work advocating for telecommunicator recognition and Next Generation 911 funding. She discusses the progress of the 911 SAVES Act, why sustainable funding remains critical for the future of emergency communications, and how building relationships with legislators can help move the industry forward.

Emily, Steve, and Melanie also dive into the realities of staffing and retention in modern PSAPs, the challenges of onboarding new telecommunicators, and the importance of wellness programs that support employees through the emotional demands of the profession.

The episode closes with a discussion on technology modernization, AI, and the transition to Next Generation 911, including how agencies are evaluating new tools while balancing mission-critical operations and long-term transformation.

Here’s what you’ll hear about:

• Melanie’s path from deputy sheriff to 911 leadership
• Leadership lessons from a 36-year public safety career
• NENA, APCO, and national advocacy efforts
• The latest developments around the 911 SAVES Act
• Why Next Generation 911 funding matters
• Staffing, recruitment, and retention challenges in 911
• Wellness initiatives for telecommunicators
• Modernizing technology in large PSAPs
• AI and the future of emergency communications

Episode Breakdown:

0:01 Welcome and introduction
1:29 Icebreaker and Melanie’s background
4:14 Starting a career in public safety
8:59 Leadership lessons and career growth
11:04 NENA, APCO, and national advocacy
12:33 The 911 SAVES Act and telecommunicator recognition
17:47 Next Generation 911 funding priorities
22:08 Melanie’s path to NENA leadership
25:58 Leading Guilford Metro 911
28:30 Staffing, retention, and wellness initiatives
33:27 AI and technology modernization in 911
36:48 Closing thoughts and industry priorities

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/

Melanie Jones: https://www.linkedin.com/in/melanieneal911/

🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=b655432b92794b1c

Matt reflects on his nearly 20-year journey at GRE, from joining the organization in a business development role to leading regional economic growth efforts across Greater Rochester. He shares how GRE works behind the scenes with site selectors, companies, developers, and local partners to attract investment, support expansion projects, and position Rochester as a competitive market for innovation and business growth.

The conversation dives into the process of “selling a region,” including what companies evaluate when choosing where to expand, how GRE responds to complex site selection requests, and why speed, collaboration, and local relationships matter in winning major projects. Matt also breaks down how projects like Fairlife, Micron, and Stream Data Centers fit into the broader momentum happening across Upstate New York.

Emily, Steve, and Matt also explore Rochester’s evolving economic identity. From the legacy of Kodak, Xerox, and Bausch & Lomb to the region’s current strengths in optics, photonics, advanced manufacturing, agriculture, and healthcare innovation, Matt explains why Rochester remains uniquely positioned for the future of technology and industry.

The episode also highlights the importance of regional collaboration between organizations like GRE, OneROC, the Greater Rochester Chamber of Commerce, local colleges and universities, and business leaders across the community. Matt shares why Rochester’s ability to connect people quickly and work collaboratively continues to be one of its biggest competitive advantages.

Here’s what you’ll hear about:

• Matt’s career journey into economic development
• What GRE does behind the scenes to grow the region
• How site selection and regional marketing actually work
• The process behind attracting companies like Fairlife
• Rochester’s strengths in optics, photonics, and manufacturing
• Why Upstate New York is seeing renewed momentum
• The role of Micron, AI infrastructure, and data centers
• How Rochester organizations collaborate on growth
• Why the region needs to tell its story more confidently

Episode Breakdown:

0:01 Welcome back and intro
4:20 Matt’s career path and joining GRE
9:15 What GRE does and how economic development works
15:02 How companies evaluate regions and sites
20:41 Behind the Fairlife project and regional collaboration
29:48 Rochester’s competitive advantages and industry strengths
38:20 Micron, AI infrastructure, and future growth opportunities
45:05 Rochester’s future and regional momentum
49:10 Final thoughts and community collaboration

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/

Matt Hurlbutt: https://www.linkedin.com/in/matt-hurlbutt-61a3124/

🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=0d42340164184c6a

With 30 years in public safety, Nick shares his unconventional path into 911, from working as a housekeeper in Estes Park, Colorado to becoming a dispatcher and eventually stepping into national leadership within NENA. Along the way, he reflects on the importance of problem solving, teamwork, and finding purpose in helping others behind the scenes of emergency response.

The conversation explores how GIS powers modern emergency communications and why location data is becoming increasingly critical as PSAPs transition to Next Generation 911. Nick breaks down how GIS supports dispatchers through mapping, response boundaries, and indoor location capabilities, and explains how new technologies are transforming the way emergency calls are routed and understood.

Emily, Steve, and Nick also discuss the operational differences between working in rural and urban PSAPs, including Nick’s experiences dispatching in Estes Park, Houston, League City, and Kerrville. He shares how culture, staffing, and relationships between dispatchers and responders can dramatically shape the day-to-day experience inside a communications center.

The episode also dives into NENA’s ongoing advocacy efforts around NG911 funding, dispatcher wellness, and the future role of AI in emergency communications. Nick explains why sustainable funding models are becoming increasingly important for smaller agencies and how technologies like AI-assisted translation, transcription, and non-emergency call triage could support dispatchers moving forward.

Here’s what you’ll hear about:

• Nick’s journey into emergency communications
• Dispatching in Colorado, Houston, and rural Texas
• How GIS supports 911 operations
• The role of GIS in Next Generation 911
• Indoor mapping and location accuracy improvements
• The importance of dispatcher and responder relationships
• AI use cases in emergency communications
• NG911 funding challenges for smaller agencies
• Nick’s leadership journey through NENA

Episode Breakdown:

0:01 Welcome and intro
1:28 Icebreaker and Nick’s background
5:23 How Nick found emergency communications
12:47 Dispatching in Houston versus smaller PSAPs
24:59 What GIS is and why it matters in 911
27:01 GIS and the future of NG911
29:21 AI and GIS in emergency communications
31:32 Nick’s day-to-day as a GIS Manager
35:05 Nick’s journey into NENA leadership
39:09 NG911 funding and advocacy efforts
41:17 Lessons from NENA and industry leadership
44:48 Closing thoughts and final reflections

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/

Nick LaMontia: https://www.linkedin.com/in/nickolas-lamontia-enp-2623558/

🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=d5e08acce4d84db4

Peter shares the story behind Adrian Jules, the Rochester-based custom clothing company founded by his grandfather in 1964 after emigrating from Italy with just $33 in his pocket.

From sweeping the factory floors as a teenager to designing custom garments for athletes, executives, and entrepreneurs across the country, Peter reflects on what it means to grow a family business built on relationships, quality, and personal presentation.

The conversation explores how professional style has evolved in today’s hybrid workplace and why custom clothing is about far more than appearance. Peter explains his philosophy that “when you look great, you feel great,” and why confidence, fit, and personal branding still matter in business, even as workplace dress codes become more casual.

Emily, Steve, and Peter also dive into the behind-the-scenes side of custom tailoring, from sourcing fabrics in Italy and England to maintaining a Rochester-based team of nearly 60 tailors. Peter shares stories about creating garments for athletes and celebrities, the craftsmanship behind luxury fabrics like vicuña, and how Adrian Jules blends tradition with technology and modern branding.

The episode also highlights Adrian Jules’ growing focus on community impact, including the launch of the Dress for Your Destiny initiative, which provides professional clothing to college graduates entering the workforce. Peter discusses why helping young professionals build confidence through presentation has become an important part of the company’s mission.

Here’s what you’ll hear about:

• The story behind Adrian Jules and Rochester tailoring history
• Peter’s journey into the family business
• Why confidence and style go hand in hand
• The evolution of workplace fashion and hybrid work
• Working with athletes, executives, and public figures
• Luxury fabrics, craftsmanship, and the tailoring process
• Dress for Your Destiny and giving back to the community
• Building a legacy business in Rochester

Episode Breakdown:

0:00 Welcome and episode intro
2:10 Peter’s background and family business history
8:45 Growing Adrian Jules from factory to retail
14:32 Dressing athletes, executives, and notable clients
20:11 Fabric sourcing, craftsmanship, and luxury tailoring
28:04 The philosophy behind “When You Look Great, You Feel Great”
34:16 Hybrid work, style changes, and modern business attire
42:18 Why relationships matter in custom clothing
47:03 Dress for Your Destiny and community impact
53:21 Rochester business culture and supporting local
58:10 Closing thoughts and Buffalo expansion

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/
Peter Roberti: https://www.linkedin.com/in/peter-roberti-28a262a/

🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=11305fc6e6164d32

With more than 20 years in public safety, Roxy shares her journey from accidentally discovering emergency communications as a career to becoming one of the leading voices in the industry on wellness, culture, and advocacy. She reflects on her experience working dispatch in both Kansas and Alaska, the challenges of leading through change, and why building a people-first culture inside a 911 center matters more than ever.

The conversation dives into the national movement to reclassify dispatchers as first responders, including Roxy’s work helping Kansas recognize dispatchers as emergency responders and the ongoing push behind the 911 SAVES Act at the federal level. She explains why classification impacts everything from wellness resources and PTSD support to funding, staffing, and retention across the country.

Emily, Steve, and Roxy also explore the growing role of AI inside public safety. From AI-powered non-emergency call handling to training simulations and workflow automation, Roxy shares how her center is using technology to reduce burnout, improve efficiency, and better support telecommunicators without replacing the human element of emergency response.

The episode also highlights the staffing and retention crisis impacting PSAPs nationwide, why younger generations are increasingly difficult to recruit into shift-based emergency communications roles, and how wellness, flexibility, and leadership will shape the future of the profession.

Here’s what you’ll hear about:

• Roxy’s path into emergency communications and leadership
• The reality of dispatcher wellness and burnout
• Why the 911 SAVES Act matters
• The difference between state and federal dispatcher classification
• How AI is being used to support telecommunicators
• Recruiting and retention challenges in rural PSAPs
• Leadership lessons from running a people-first center
• What’s next for NENA and the future of 911

Episode Breakdown:

0:01 Welcome and intro
1:15 Roxy’s background and path into dispatch
5:16 Moving to Alaska and lessons from the state troopers
9:46 Roxy’s journey through NENA leadership
13:42 Building culture and leading a 911 center
20:18 Dispatcher wellness and the 911 SAVES Act
31:54 AI, automation, and supporting telecommunicators
36:27 Building a new emergency communications center
39:21 National priorities for NENA and public safety
41:35 Staffing, recruiting, and retention challenges
46:06 AI-powered training and future initiatives
46:36 Closing thoughts

Connect with the speakers:

Emily Miller: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
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=037c3ec5f4a84770

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

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 leadership
• Building a career and taking risks in a new market
• How KeyBank supports businesses and individuals in Rochester
• Why client relationships and communication matter most
• Leadership lessons from sports and mentorship
• The role of AI in banking and business strategy
• Giving 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

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 matters
• Real stories and perspectives from 911 leaders across the country
• The intensity and emotional impact of modern emergency communications
• Workforce challenges, burnout, and the need for better support
• How AI is helping reduce workload and improve operations
• The 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

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

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 center
• The realities of call volume, severity, and dispatcher workload
• Why mental health and resiliency must be a priority in public safety
• How AI is transforming non-emergency calls, workflows, and operations
• The future of NG911, real-time translation, and data-driven decision making
• Challenges with technology adoption and why implementation matters
• How 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

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

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

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 leadership
• What it was like taking office during the COVID-19 pandemic
• Why public safety is a core priority for Monroe County
• The workforce and wellness challenges facing 911 centers
• How technology and AI can support emergency communications
• Rochester’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

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

In this episode of The Wilmac Wire, Emily Miller sits down with TD Bank’s Bruno Meneses and Steven Chan—alongside Wilmac’s Garry White—to unpack the real-world challenges of data management and compliance in financial services.

In this special event recap from our Toronto roadshow, we explore how TD Bank is tackling retention, system sprawl, and audit-readiness by partnering with Wilmac Technologies and leveraging Continuity Replay.

Hear how TD Bank:

• Consolidated call recordings from legacy systems like NICE and Verint into a centralized archive
• Addressed compliance with PCI and Quebec’s Bill 64 through Azure-based storage and controlled access
• Streamlined access with role-based permissions to reduce risk and ensure data integrity
• Balanced evolving business needs with strict regulatory demands across banking, insurance, and wealth management
• Laid the foundation for AI and analytics use cases with a secure, searchable data lake

We also discuss how Continuity Replay fits into TD’s broader digital strategy—and why true data control starts with the right partnerships.

Episode Breakdown:

0:32 – Introduction to the Toronto roadshow and speakers
1:10 – Overview of TD’s data challenges: volume, formats, and retention
4:09 – Compliance drivers: PCI, Bill 64, and internal audit controls
13:36 – Adapting to change: agility in evolving regulatory environments
17:30 – Advice for other FIs on internal alignment and cross-team collaboration
24:32 – How Continuity Replay supports centralized storage and operational efficiency
30:47 – Preparing for what’s next: AI, analytics, and real-time access

Connect with the speakers:

Bruno Meneses: https://www.linkedin.com/in/bruno-meneses-86b11016/
Steven Chan: https://www.linkedin.com/in/steve-chan-11528bb/
Garry White: https://www.linkedin.com/in/garrywhite1/
Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎧 Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Thomas Clark speaks with Director of Marketing Emily Miller in episode 4 of the Wilmac Wire podcast to discuss the inner workings of her dynamic marketing team.

The two discuss how Emily came to work at Wilmac in 2021, sharing about her career evolution to event preparation strategies, community engagement initiatives, and the bright future of Wilmac. They dive into the narrative of growth, collaboration, and community impact that defines Wilmac's mission.

Thomas Clark on LinkedIn: https://www.linkedin.com/in/thomas-clark-839864ab/
Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller and Bob Pease—Wilmac Technologies’ VP of Engineering—dive into product innovation, roadmapping, and what’s ahead for Continuity Replay.

In the second installment of our Behind the Build quarterly update series, we explore how Wilmac’s development team is tackling data management challenges and building user-centric features that make a difference.

Hear how Wilmac Technologies:

• Adds new integrations like Amazon Connect and Zoom for more unified data access
• Streamlines audit and compliance workflows with Bulk Export and Interaction Views
• Enables "bring your own storage" flexibility to meet strict security policies
• Prepares for AI-powered search and insights with transcription and full-text search capabilities
• Enhances the UI for better day-to-day workflows and user experience

We also discuss Continuity Capture, a new solution that pairs seamlessly with Continuity Replay for end-to-end communication data management.

Tune in for a transparent look at the roadmap, product decisions driven by customer conversations, and the positive momentum shaping the future of Wilmac’s Continuity Suite.

Episode Breakdown:

0:32 – Kicking off the Behind the Build series with Bob Pease
 2:06 – Theme of the quarter: visibility, integrations, and user experience
 4:17 – Feature highlights: Amazon Connect, Zoom, Bulk Export, and Views
 10:44 – Transcription capabilities and advanced search
 13:16 – UI enhancements and interaction dashboards
 15:32 – Real-world impact and customer-driven development
 18:19 – Roadmap operations: internal demos, cross-team feedback, long-term planning
 24:08 – Sneak peek at Continuity Capture and the future of the Continuity Suite

Connect with the speakers:

Bob Pease: https://www.linkedin.com/in/bobpease/
Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎧 Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In the latest episode of The Wilmac Wire, Chris Ward and Charlie Snedden dive deep into the world of Workforce Management. They discuss their extensive experience in the industry, the evolution of WFM across different sectors, and the role of artificial intelligence in shaping its future. From managing emergency services to tackling complex scheduling challenges, Chris and Charlie provide valuable insights for anyone looking to enhance their WFM strategies.

Chris Ward on LinkedIn: https://www.linkedin.com/in/chris-ward-65710413/
Charlie Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller goes solo to tackle some of the most common misconceptions about customer interaction data management—starting with the myth that an S3 bucket is a substitute for a governance solution.

From explaining why storage alone isn’t enough to breaking down the emerging category of Digital Communications Governance & Archiving (DCGA), Emily highlights how Continuity Replay helps organizations move from legacy traps to future-ready infrastructure.

Hear how Wilmac Technologies:

• Debunks the idea that storing data in an S3 bucket meets compliance needs
• Explains why data without access, audit trails, or tagging is a liability, not an asset
• Introduces DCGA as a new must-have category in the CX and compliance tech stack
• Shows how Continuity Replay supports compliance, coaching, and AI readiness
• Helps organizations unlock siloed recordings, centralize archives, and future-proof governance

We also explore why storing data isn’t the same as managing it—and how true control starts with building the right data foundation.

Episode Breakdown:

0:42 – Quick podcast milestone + intro to solo format
 2:09 – Why Wilmac exists: making interaction data visible, usable, and secure
 6:45 – Debunking the “S3 bucket is enough” myth
 10:55 – Why organizations realize too late they need more than storage
 12:17 – Introducing DCGA: Digital Communications Governance & Archiving
 13:40 – Use cases across financial services, healthcare, and utilities
 14:33 – How Continuity Replay powers compliance and insight across systems
 16:17 – Final question: “Do you control your data—or does it control you?”

Connect with the speaker

 Emily Miller:  https://www.linkedin.com/in/emily-miller-666b66152/

🎧 Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller sits down with Mark Huber and John McDonnell—Wilmac Technologies’ public safety experts—to discuss the evolving challenges in the public safety sector and how technology is helping 911 centers and emergency agencies stay ahead.

Hear how Wilmac Technologies:

• Supports public safety agencies with call recording, compliance, and workforce management.
• Helps agencies overcome challenges in quality assurance (QA) and incident discovery.
• Leverages NICE Inform Elite to streamline data access and improve operational efficiency.
• Introduces new solutions like NICE Investigate to simplify digital evidence management.

With over 30 years in public safety, Wilmac continues to evolve, offering solutions that enhance efficiency, reduce manual processes, and empower emergency response teams.

Tune in to hear how Mark and John are shaping the future of public safety technology and what’s next for Wilmac’s public safety practice.

Episode Breakdown: 

0:26 - Meet Mark Huber & John McDonnell, public safety experts at Wilmac

2:37 - The evolution of Wilmac’s public safety practice

5:04 - Key challenges in public safety: QA and incident discovery

11:26 - How NICE Inform Elite transforms call recording and data management

14:10 - Real-world impact: Success stories from public safety agencies

16:08 - What’s next? Exploring NICE Investigate and digital evidence management

19:45 - Final thoughts on the future of public safety technology

Connect with the speakers:

Mark Huber: https://www.linkedin.com/in/mark-huber-13273a18/

John McDonnell: https://www.linkedin.com/in/john-mcdonnell-31153136/

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down for our fourth Behind the Build conversation with Bob Pease, VP of Engineering at Wilmac Technologies.

With a new fiscal year underway and momentum at an all time high, Bob takes us inside the fast paced world of product development at Wilmac, where innovation, AI driven engineering, and customer first design are shaping the future of the Wilmac Continuity Suite.

Here’s what you’ll hear about:

• How the team built Wilmac Continuity WFM from the ground up in under a year
• The role of AI and “vibe coding” in speeding development and transforming workflows
• Why WFM is resonating with 911 and public safety agencies, and what makes it different from legacy tools
• New enhancements to Continuity Replay, including AI summarization, redaction, and smarter data ingestion
• How Bob’s team balances two enterprise products, rapid iteration, and a growing pipeline
• A look ahead at onboarding automation, AI agents, and upcoming features across the Continuity Suite

Whether you’re a technologist, product leader, or someone curious about how AI is reshaping software development, this conversation reveals the engineering mindset and momentum behind Wilmac’s fastest growing year yet.

Episode Breakdown

0:02 Welcome and intro
2:20 Building WFM from scratch
6:25 Leveraging AI and vibe coding
10:30 Designing a modern, intuitive UI
16:50 Scaling the dev team and processes
22:40 Customer feedback and early traction
27:50 AI use cases across WFM
40:00 Updates to Continuity Replay
51:30 Looking ahead to Q1 innovations
57:20 Team wins and proud moments

Connect with the speakers:

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: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

Emily Miller, Wilmac's Director of Marketing, and Matt Hurlbutt, President & CEO of Greater Rochester Enterprise, share insights on business attraction, support systems for companies like Wilmac Technologies, and the power of connectivity.

Discover how GRE is fueling innovation, fostering a diverse economy, and supporting businesses to thrive in the Rochester region.

Plus, hear about Wilmac's journey into the Five Star Building and their impact on the local community.

Tune in for an inspiring dialogue on driving growth in Greater Rochester!

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Matt Hurlbutt on LinkedIn: https://www.linkedin.com/in/matt-hurlbutt-61a3124/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Greater Rochester Enterprise Networks:
LinkedIn: https://www.linkedin.com/company/greater-rochester-enterprise/
Website: https://rochesterbiz.com/

What makes our service team such an instrumental part of Wilmac Technologies?

This week on the Wilmac Wire, Director of Service Ops Christina Cavaleri discusses her career path from sales to engineering, and now leading the service operations team. She shares leadership tips and discusses how service teams play a key role in business success, as well as the impact of AI on the industry.

Customer experience, leadership, and the evolution of technology - this episode is a must-listen!

Christina Cavaleri on LinkedIn: https://www.linkedin.com/in/christina-cavaleri/
Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, we bring you a recap of our October 24th event, "Digital Health in the Contact Center: An Opportunity to Advance Health Equity." Join Emily Miller, Marketing Director at Wilmac Technologies, as she introduces the insightful discussion featuring four expert panelists:

• Dr. Lonie Haynes, Rochester Regional Health, on fostering health equity initiatives.
• Dr. Thomas Green, Anthony L. Jordan Health Center, on addressing disparities in patient care.
• Roni Jamesmeyer, Five9, on leveraging contact center technology for patient engagement.
• Christina Cavaleri, Wilmac Technologies, on bridging the gap between AI and healthcare operations.

Discover how advancements in AI and contact center solutions are reshaping healthcare, breaking barriers in health equity, and enhancing patient outcomes.

In this episode:

• 1:03 - Welcome & Event Overview
• 3:21 - Insights from Dr. Lonie Haynes on Health Equity
• 10:13 - Challenges in Patient Care with Dr. Thomas Green
• 14:25 - Evolving Contact Center Roles with Roni Jamesmeyer
• 18:04 - Operationalizing AI in Healthcare with Christina Cavaleri
• 27:10 - Future of AI in Telehealth

The panel discussed real-world examples, including predictive analytics, multilingual support, and partnerships with community-based organizations, highlighting the transformative role of AI in patient care.

Follow our panelists:

• Dr. Lonie Haynes on LinkedIn: https://www.linkedin.com/in/loniehaynes/ 
• Dr. Thomas Green on LinkedIn: https://www.linkedin.com/in/tgreen707/ 
• Roni Jamesmeyer on LinkedIn: https://www.linkedin.com/in/roni-jamesmeyer-5733461/
• Christina Cavaleri on LinkedIn: https://www.linkedin.com/in/christina-cavaleri/ 

Follow our speakers:

• Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
• Barbara Stephens on LinkedIn: https://www.linkedin.com/in/barbara-stephens-mba-1a66b145/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Make sure you subscribe on your favorite platform and join us again in January 2025 as we kick off Season 2!

In this episode of The Wilmac Wire, Emily Miller sits down with Wilmac CEO Steve McDonnell and Ian Jacobs, VP and Lead Analyst at Opus Research, to talk about where customer experience is headed and how AI is reshaping contact centers without leaving people behind.

Tune in to hear Ian’s perspective on:

• What’s really working with conversational AI in the enterprise today
 • Why legacy call recordings are more than just compliance - they’re a goldmine for CX and AI
 • How the NICE + Cognigy acquisition signals a shift toward integrated AI human collaboration
 • Where contact centers large and small are getting stuck in the modernization journey
 • Why the future of work in CX is about augmentation, not replacement

Whether you’re leading transformation or just trying to keep up with the pace of AI, this conversation offers clarity, nuance, and some refreshing realism.

Episode Breakdown

0:26 – Meet the guests: Wilmac’s CEO and Opus Research’s lead analyst
 4:44 – From chatbots to real impact: conversational AI today
 12:05 – NICE + Cognigy: What the acquisition means for CX
 21:00 – Why some contact centers are still far behind
 25:15 – Real world use cases for AI in healthcare, retail, and beyond
 29:13 – Making your call recordings work for AI and training
 36:00 – What the future of work in the contact center really looks like

Connect with the speakers

🔗 Ian Jacobs: https://www.linkedin.com/in/iangjacobs/
 🔗 Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
 🔗 Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, host Emily Miller shares exciting updates on the future of the podcast including the announcement that Wilmac CEO Steve McDonnell is officially joining as co-host.

Tune in to hear more about:

• Why Steve’s leadership perspective will bring added depth to every episode
• How season two will wrap up with returning guests and deeper conversations
• A new spotlight on Rochester and the Western New York business community
• Continued focus on CX, compliance, AI, and interaction data in contact centers, trading floors, and 911 centers
• Episodes to check out while waiting for the September 4th full length return

Whether you’ve been following along from the start or are just catching up, this check-in sets the stage for what’s next on The Wilmac Wire.

Episode Breakdown

0:02 Welcome and quick check-in from Emily Miller
0:20 Big news: Steve McDonnell joins as co-host
1:10 What to expect in the remainder of season two
2:05 New focus on Western New York and local leadership stories
2:50 Reinforcing Wilmac’s core expertise in CX, compliance, and AI
3:25 Episodes to revisit during the short break
3:42 Closing and next episode preview (September 4)

Connect with the speakers

 🔗 Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Dr. Thomas Green from Jordan Health and Barbara Stephens, Wilmac's CCaaS Director, discussed the importance of technology in achieving health equity in a recent episode of The Wilmac Wire. They shared insights on how digital advancements like patient portals and translation services are enhancing access to healthcare for diverse communities. Tune in for a preview of the upcoming panel discussion on October 24th, where Dr. Green and other experts will dive deeper into how technology can bridge gaps in healthcare, fostering a more equitable future.

In This Episode:

• [0:46] Dr. Green's path to Jordan Health and his mission for equitable care
• [4:47] The transformative role of digital tools in health access
• [9:59] Jordan Health's tech initiatives improving patient outreach
• [14:51] The challenges and benefits of AI in healthcare
• [17:34] Wilmac's live event on October 24th – what's in store for attendees

Tune in to stay informed on the latest industry insights and see what's coming next at Wilmac!

Dr. Thomas Green on LinkedIn: https://www.linkedin.com/in/tgreen707/

Barbara Stephens on LinkedIn: https://www.linkedin.com/in/barbara-stephens-mba-1a66b145/

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller sits down with Wilmac Technologies' President and CEO, Steve McDonnell, for a conversation on industry trends and Wilmac's busy October schedule. They dive into important topics around AI, workforce management, and what's happening at Wilmac.

What You'll Learn:

• AI and Data Privacy (1:03): What the latest lawsuits mean for the contact center space and the future of AI.
• Workforce Management (WFM) (5:08): Why more organizations are turning to advanced WFM solutions and how the public safety sector can benefit.
• Omnichannel Contact Centers (12:04): Why offering multiple ways to connect with your customers is key to staying ahead.
• Leadership Change at NICE (17:02): What a new CEO means for Wilmac's partnership and future growth.
• Wilmac's October Events (24:01): A sneak peek into Wilmac's exciting October lineup, including webinars on WFM and compliance, as well as a live event focused on digital health in contact centers.

Tune in to stay informed on the latest industry insights and see what's coming next at Wilmac!

Steve McDonnell on LinkedIn: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Thomas Clark kicks off the Wilmac Wire podcast with an important topic: Workforce Engagement Management with Sales Engineer and WEM specialist, Charles Snedden.

The two discuss Workforce Management, or as Charlie calls it, Workforce Engagement Management and how having the proper technology can impact your contact center.

Thomas Clark on LinkedIn:
https://www.linkedin.com/in/thomas-clark-839864ab/

Charlie Snedden on LinkedIn:
https://www.linkedin.com/in/charliesnedden/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Check out the newest episode of the Wilmac Wire, as Thomas Clark engages in a dynamic conversation with our VP of Engineering, Bob Pease.

Bob discusses how he came to work at Wilmac and the impactful projects he and his team are working on around our data archiving solution Continuity Replay.

Thomas Clark on LinkedIn: https://www.linkedin.com/in/thomas-clark-839864ab/ 
Bob Pease on LinkedIn: https://www.linkedin.com/in/bobpease/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Are you up to speed on our recent Ribbon Cutting Ceremony?

Join Emily Miller, Wilmac's Director of Marketing, in Episode 6 of The Wilmac Wire Podcast as she unveils the ins and outs of this extraordinary event held at our new Rochester headquarters on May 7th, 2024.

From the careful coordination with the Greater Rochester Chamber of Commerce to the impactful speeches by local leaders and elected officials, this episode offers an exclusive peek into the festivities that welcomed over 35 esteemed guests.

Tune in for firsthand stories, engaging speech recordings, and an insightful news segment that captures the essence of our significant milestone.

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller sits down with Steve Blood, VP of Market Intelligence and Evangelism at Five9, to discuss the future of Customer Experience and how organizations can better leverage technology and data to drive innovation.

With over 23 years at Gartner, Steve has advised countless businesses on customer service, AI, and digital transformation. Now at Five9, he’s helping organizations navigate the evolving landscape of CX, tackling industry challenges, and maximizing the potential of AI-driven automation.

In this episode: 

• The biggest CX challenges organizations face today
• How Five9’s Intelligent CX Platform helps businesses streamline operations and consolidate data
• The growing role of AI in customer service and how to use it effectively
• How Wilmac and Five9’s partnership is helping companies break free from vendor lock-in and centralize historical call data
• A real-world case study on how a global bank overcame legacy system constraints
• Steve’s insights into market trends, the power of partnerships, and the importance of a data-driven approach make this a must-listen episode!

Episode Breakdown:

0:26 - Meet Steve Blood and Five9’s role in CX innovation

1:12 - Steve’s background and journey from Gartner to Five9

3:04 - The biggest CX challenges organizations face today

6:00 - Why data consolidation is crucial for modern contact centers

9:09 - How AI is reshaping customer interactions

12:06 - A major global bank case study: Overcoming legacy challenges

14:27 - What’s next for Five9 and Wilmac in 2025 and beyond

Tune in now to hear Steve’s expert take on CX transformation and the evolving role of AI!

Connect with the speakers:

🔗 Steve Blood on LinkedIn: https://www.linkedin.com/in/stevejnb/

🔗 Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller talks with Kevin Surace, AI and automation pioneer, about how virtual assistants have evolved and what the future holds for AI in customer experience.

Hear how AI:

• Transformed from early virtual assistants like Mary to today’s AI-driven solutions.
• Is reshaping contact centers by automating Tier 1 customer interactions.
• Helps businesses improve CX efficiency while reducing costs.

This episode explores the evolution of AI in customer experience and how businesses can leverage it for smarter, more effective interactions.

Tune in now to hear how Kevin’s innovations have shaped AI-driven customer engagement and where the industry is headed next.

Episode Breakdown:
0:26 - Meet Kevin Surace, AI and automation pioneer
2:57 - The origins of virtual assistants and AI’s early days
5:04 - How AI is transforming customer experience in contact centers
6:12 - The evolution of AI-driven automation
7:47 - The role of AI in cost savings and operational efficiency
9:22 - AI’s impact on Tier 1 customer interactions
13:04 - What’s next for AI in business and customer engagement
17:21 - The future of AI-driven contact center solutions
23:20 - Final thoughts on AI’s role in CX

Connect with the speakers:
🔗 Kevin Surace: https://www.linkedin.com/in/ksurace/
🔗 Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller sits down with Chuck Branum, CCaaS Specialist at C1, to talk about the partnership between Wilmac Technologies and C1 and how it’s helping customers solve some of their biggest data challenges.

For years, Wilmac and C1 have worked together to help businesses securely manage massive amounts of call recordings, break free from vendor lock-in, and ensure compliance without the headaches. Chuck shares insights on why this partnership works so well, real-world examples of customer success, and how collaboration plays a key role in delivering the right solutions.

This episode covers:

• The origins of the Wilmac-C1 partnership and why it works so well
• How Continuity Replay helps businesses overcome vendor lock-in and securely manage historical call data
• Real-world use cases, including how we helped a major BPO extract and centralize 400 million call recordings
• The value of a true partnership—where responsiveness, expertise, and shared problem-solving drive success

Tune in to hear how Wilmac and C1 continue to evolve, what’s next for this partnership, and how we’re shaping the future of contact center technology together.

Episode Breakdown:

0:26 - Meet Chuck Branum and the Wilmac-C1 partnership

1:12 - Chuck’s background and experience in the industry

3:04 - How Wilmac and C1 started working together

6:00 - A major BPO case study: Extracting 400 million call recordings

9:09 - Why Continuity Replay is more than just a search and replay tool

12:06 - Unique challenges Wilmac and C1 have tackled together

14:27 - What’s next for this partnership in 2025 and beyond

Chuck Branum on LinkedIn: https://www.linkedin.com/in/chuck-branum-85442339/

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Join Emily Miller, the Director of Marketing at Wilmac Technologies, and Thomas Clark, Sales Rep, and CCaaS specialist, as they discuss the latest news in customer experience and data management technology. In Episode 12 of The Wilmac Wire, they cover a major global cyber outage, the impact of AI in contact centers, and exciting updates about Wilmac's solution, Continuity Replay. Don't miss their insights on industry trends and the future of CX and CCaaS technologies!

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Thomas Clark on LinkedIn: https://www.linkedin.com/in/thomas-clark-839864ab/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Mike Collier, CEO of Foundry, a Rochester-based leader in decentralized infrastructure and the world’s largest Bitcoin mining pool.

Mike shares his path from GE and the private equity “operator” world to going all-in on Bitcoin after a deep dive in 2017, and why mining was the entry point that made the most sense. emily-millers-studio-daesw_wilm…
 He breaks down what a mining pool actually does, how Foundry supports miners at scale, and why energy, infrastructure, and grid dynamics are central to where mining happens across the U.S.

They also talk about why Foundry was built in Rochester, how Mike approaches recruiting and building talent locally while operating with a distributed workforce, and what Rochester can do to better elevate high-impact companies in its own backyard.

The conversation closes with Mike’s perspective on the evolving regulatory environment, why the industry is pushing for clearer rules of the road, and where he sees Bitcoin infrastructure headed next.

Here’s what you’ll hear about:
Mike’s career journey from GE and private equity to crypto
What Bitcoin mining pools do and why Foundry’s role is so significant
Why energy pricing and grid stability shape where mining happens
How Foundry is building in Rochester and tapping local talent
What regulation looks like now and what the industry is asking for

Episode Breakdown:
0:01 Intro and why this episode
3:39 Mike’s Rochester roots and career background
7:11 The 2017 Bitcoin rabbit hole and why mining clicked
12:12 Foundry’s mission and building mining infrastructure in North America
21:39 Recruiting talent in Rochester and building a distributed team
23:53 What Foundry’s mining pool does and who it serves
29:14 The regulatory landscape and why rules of the road matter
39:30 Why Rochester and what’s next for Foundry

Connect with the hosts:
Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/
Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
Mike Collier: https://www.linkedin.com/in/colyermike/

🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

In this bonus episode of The Wilmac Wire, Emily Miller hosts a conversation from Wilmac Technologies' recent webinar, Transforming Contact Center Data Management: Compliance Made Simple, held in partnership with the Greater Toronto Area Contact Center Community (GTACC).

She’s joined by Wilmac’s Ben Bowen and Charlie Snedden to break down the biggest challenges businesses face when managing contact center data—outdated systems, locked-down file formats, strict compliance rules, and more. Ben and Charlie share their expertise, real-world success stories, and practical strategies to help organizations take control of their data, stay compliant, and cut unnecessary costs.

This episode covers:

• Why legacy data systems create roadblocks and how to overcome them
• Navigating proprietary and encrypted formats to regain control of your data
• The risks of siloed data and how consolidation improves compliance and efficiency
• How organizations like EmblemHealth and major financial institutions have tackled these challenges
• The growing concern of long-term storage costs in CCaaS platforms

Episode Breakdown: 

0:26 - Welcome to the bonus episode: Insights from Wilmac’s GTACC webinar
1:12 - Meet the panel: Ben Bowen & Charlie Snedden
3:04 - The challenges of legacy data management
6:00 - Breaking free from proprietary and encrypted formats
9:09 - Real-world success: How Wilmac helped a major enterprise future-proof its data
12:06 - The high cost of long-term storage in CCaaS platforms
14:27 - Strategies for compliance without excessive costs
17:09 - What’s next in contact center data management

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Ben Bowen on LinkedIn: https://www.linkedin.com/in/benjaminmbowen/
Charlie Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller talks with Kevin Surace, AI and automation pioneer, about how virtual assistants have evolved and what the future holds for AI in customer experience.

Hear how AI:

• Transformed from early virtual assistants like Mary to today’s AI-driven solutions.
• Is reshaping contact centers by automating Tier 1 customer interactions.
• Helps businesses improve CX efficiency while reducing costs.

This episode explores the evolution of AI in customer experience and how businesses can leverage it for smarter, more effective interactions.

Tune in now to hear how Kevin’s innovations have shaped AI-driven customer engagement and where the industry is headed next.

Episode Breakdown:
0:26 - Meet Kevin Surace, AI and automation pioneer
2:57 - The origins of virtual assistants and AI’s early days
5:04 - How AI is transforming customer experience in contact centers
6:12 - The evolution of AI-driven automation
7:47 - The role of AI in cost savings and operational efficiency
9:22 - AI’s impact on Tier 1 customer interactions
13:04 - What’s next for AI in business and customer engagement
17:21 - The future of AI-driven contact center solutions
23:20 - Final thoughts on AI’s role in CX

Connect with the speakers:
🔗 Kevin Surace: https://www.linkedin.com/in/ksurace/
🔗 Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, we kick off Season 2 with an insightful "Behind the Build" quarterly update on Continuity Replay. 

Join Emily Miller, Wilmac's Marketing Director, as she chats with Bob Pease, VP of Engineering, about the latest advancements in the Continuity Replay platform.

This episode covers exciting new features, including:

• Integrations with NICE CXone, Five9, Amazon Connect, and Zoom for seamless data consolidation.
• Enhanced reporting capabilities like interaction tagging and a new dashboard for compliance insights and workflow efficiency.
• Real-world use cases that showcase Continuity Replay's impact, including improved retention policies and streamlined workflows.

Hear how Bob’s team is shaping the future of Continuity Replay to solve data challenges and deliver value to customers. Stay tuned for a sneak peek into upcoming innovations in 2025!

In this episode: 

1:03 - Season 2 Kickoff and Overview

2:14 - New Features: CCaaS Integrations

5:04 - Dashboard Insights and User Experience Enhancements

9:10 - Expanded Media Player Support for Omni-channel Data

15:35 - Interaction Tagging and Future Use Cases

18:48 - Plans for 2025: Transcription, Bulk Edits, and Advanced Reporting

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

Bob Pease on LinkedIn: https://www.linkedin.com/in/bobpease/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

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 launch
• Why forecasting matters in 911 centers
• The difference between generative and agentic AI
• How Mac automates onboarding, scheduling, and optimization
• Workforce management’s impact on wellness and retention
• The total addressable market for AI-driven WFM in public safety
• How Wilmac is engaging with APCO and NENA standards groups

Episode 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

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Neal Dlin, VP of Customer Service Experience at Aviso Wealth and a six-time ICMI Top 25 CX and Contact Center Thought Leader.

Neal brings over 30 years of leadership in customer experience and contact centers, offering an honest and refreshing look at what it takes to build people-first, experience-centered cultures in a technology-driven world.

Here’s what you’ll hear about:

• Why culture, not technology, is the true foundation of great customer and employee experiences
• How Neal defines an “experience-centered culture” and the mindset shift it requires from leaders
• The real reasons contact center transformations fail, and how to fix them with better change management
• Breaking down data silos and building smarter, more connected systems that empower agents
• How AI can elevate, not replace, human potential, and the emerging role of “AI copilots” in CX
• Lessons from decades of leadership across teams of all sizes, from 10 to 10,000+ agents

Whether you’re a CX leader, operations professional, or tech innovator, this conversation is packed with actionable insights and fresh thinking on how to make customer experience work for both the customer and the employee.

Episode Breakdown

0:02 Welcome and intro from Emily Miller and Steve McDonnell
2:10 Introducing Neal Dlin and his career journey in CX
7:00 How Neal entered the contact center space (and why no one “plans” to)
12:19 Building an experience-centered culture from the inside out
18:07 Why so many contact center transformations fail
26:04 Breaking through data silos and system challenges
33:48 How to avoid shiny-object syndrome in tech adoption
36:17 Using AI to empower agents and elevate experience
40:09 Neal’s outlook on the future of customer experience and leadership

Connect with the speakers

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

Neal Dlin: https://www.linkedin.com/in/nealdlin/

🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

Join Charlie Snedden and Bob Pease as they delve into the exciting launch of Continuity Replay Cloud.

Learn about the seamless transition from on-premise to cloud, the importance of availability, reliability, and security, and the benefits of using serverless technology for improved performance and scalability.

Discover how feature parity, API-first approach, and global compliance make Continuity Replay Cloud a robust solution for various industries.

Charlie Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/
Bob Pease on LinkedIn: https://www.linkedin.com/in/bobpease/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Join Wilmac's Marketing Director, Emily Miller, as she interviews Bob Duffy, President & CEO of the Greater Rochester Chamber of Commerce. In the first half of this exclusive interview, discover Bob's journey at the Chamber, how he secured his role, and the Chamber's mission of fostering connections and advocacy.

Learn how Wilmac Technologies integrates with the Chamber's efforts to make a meaningful impact in the community. 

Don't miss out!

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Bob Duffy on LinkedIn: https://www.linkedin.com/in/robert-duffy-296a6a231/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

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 CEO
• Building Expedia and Auto QA from the ground up
• The future of QA and coaching with AI
• Culture challenges in hybrid contact centers
• Honest perspectives on CX conferences and vendor noise
• What NICE’s AI moves signal for the market

Episode 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

Join Steve McDonnell as he shares his journey to leading Wilmac Technologies.
 
Discover his career path, favorite aspects of his job, vision for the future, and the challenges he overcame, along with the milestones that shaped Wilmac's success.

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Steve McDonnell on LinkedIn:
https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, we sit down with Joe Brienzi, the financial controller at Wilmac Technologies. Joe talks about his diverse role in financial reporting, compliance, and cash management. He shares his career journey, the importance of accurate financial controls, and how his team proactively engages with customers. Joe also highlights Wilmac's collaborative culture and his excitement about the company's future growth.

Joe Brienzi on LinkedIn: https://www.linkedin.com/in/joe-brienzi-mba-cpa-81585b1b/
Thomas Clark on LinkedIn: https://www.linkedin.com/in/thomas-clark-839864ab/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, host Emily Miller is joined by Evan Kirstel, one of the most influential voices in enterprise tech, B2B social media, and AI-driven innovation. With more than three decades of experience across enterprise IT, UCaaS, CPaaS, CX, and emerging technologies, Evan brings a sharp, insider perspective on where the industry is headed and how leaders should be thinking about the future. 

Evan shares how his career evolved from traditional sales, partnerships, and business development roles into becoming a top B2B content creator and media voice, with more than 600,000 followers across platforms. He breaks down why video has become the most powerful format for reaching modern enterprise buyers, how AI is transforming content creation, and why trust, community, and peer-driven insights now matter more than polished marketing assets.

The conversation also dives deep into the rapid changes reshaping the CX and contact center landscape. Emily and Evan unpack the impact of AI adoption, major acquisitions and consolidation, the rise of vertical-specific solutions, and why proving real-world AI execution and ROI is now the new scorecard for vendors. Evan also shares his perspective on public safety technology, agentic AI, and what may surprise the industry in 2026.

Here’s what you’ll hear about:

Evan’s journey from enterprise tech roles to B2B influencer and media host
 Why video, YouTube, and AI-powered content are changing B2B marketing
 How enterprise buyers consume information differently today
 AI execution, consolidation, and what’s really driving CX transformation
 Why vertical-specific AI solutions are reshaping the market
 The future of agentic AI and autonomous workflows

Episode Breakdown:

0:02 Welcome and guest introduction
1:43 Evan’s career background and industry journey
5:00 Building influence through social media and content
7:24 Why video and YouTube matter for B2B
10:16 A day in the life of a B2B tech influencer
13:34 What’s working with AI in CX and contact centers
15:39 Industry consolidation and major acquisitions
18:43 Vertical AI and the future of CX platforms
21:07 Public safety, innovation gaps, and AI opportunity
25:44 Agentic AI and what’s coming in 2026
28:23 How enterprise buyers evaluate technology today
32:32 Communities, trust, and peer-driven influence
34:50 Where to connect with Evan and closing thoughts

Connect with us:

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

Evan Kristel: https://www.linkedin.com/in/evankirstel/ 

🎧 Listen to more episodes:
https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=bfa3453dbcd74e83

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Vinnie Esposito, Senior Vice President for Regional Economic Development at Empire State Development and a key member of Governor Kathy Hochul’s Upstate Affairs team.

Vinnie shares insights from more than 20 years in public service, discussing how New York State is driving growth across upstate communities, strengthening regional economies, and preparing for the future of innovation in AI, semiconductors, and clean energy.

Here’s what you’ll hear about:

• Vinnie’s journey from computer science to public service under mentor Congressman Joe Morelle
• Lessons in leadership and teamwork learned on and off the basketball court
• How collaboration through initiatives like “One ROC” is fueling Rochester’s growth
• Balancing innovation, sustainability, and infrastructure in the age of AI
• The statewide impact of projects like Micron, Fairlife, and High Falls State Park
• Governor Hochul’s leadership approach and her focus on upstate revitalization
• Why Rochester’s quality of life and talent make it a model for future growth

Whether you’re a business leader, innovator, or community advocate, this conversation offers real perspective on how public service, partnership, and long-term planning can shape a stronger future for New York.

Episode Breakdown

 0:02 Welcome and introduction

 2:20 From tech to public service

 6:25 Expanding to statewide leadership

 8:40 Building partnerships through “One ROC”

 10:30 Revitalizing downtown and Rock the Riverway

 16:50 Teamwork, politics, and collaboration

 22:40 Addressing New York’s business challenges

 27:50 AI, energy, and data center strategy

 40:00 Micron, semiconductors, and innovation industries

 44:30 Keeping tech talent in Rochester

 51:30 Working with Governor Hochul

 57:20 High Falls State Park, PGA, and the future of Rochester

Connect with the speakers:

 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

Thomas Clark speaks with Sales Engineer Charlie Snedden in episode 2 of the Wilmac Wire podcast to catch our listeners up on what we have going on in February.

The two discuss Wilmac's AI for Breakfast event that was held on February 1st, some exciting changes around Wilmac's new Rochester office headquarters, and a brief overview of Wilmac's data archiving solution Continuity Replay.

Thomas Clark on LinkedIn: https://www.linkedin.com/in/thomas-clark-839864ab/  Charlie Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Colby Feane, Vice President, Financial Advisor, and Portfolio Manager at Wealth Enhancement Group.

A longtime friend of Wilmac and former AAU basketball teammate of Steve, Colby joins the show to close out 2025 with a candid conversation. He reflects on his journey from Upstate New York and two-sport college athletics, to starting his career on J.P. Morgan’s institutional foreign exchange desk in New York City, and ultimately returning to Rochester to build a long-term professional and personal home.

With more than two decades in investment management, Colby explains why investing often feels intimidating, especially for younger generations, and why education, time, and consistency matter more than trying to time the market. He also shares how employers can better support employees through financial education and 401(k) participation.

The conversation also highlights Colby’s deep involvement in the Rochester community, including his work with the Greater Rochester YMCA, Monroe Community College Foundation, and Hobart College athletics, and why workforce development and accessible education are critical to the region’s future.

Here’s what you’ll hear about:

• Colby’s path from college athletics to Wall Street and portfolio management
• Lessons from working in high-pressure financial environments
• Why investing feels intimidating and how education helps close the gap
• Practical guidance on 401(k) participation and long-term planning
• How community involvement shapes leadership and business impact

Whether you are navigating your financial future, building a career, or invested in the growth of the Rochester business community, this episode offers a thoughtful and practical perspective to wrap up the year.

Episode Breakdown:

0:02 Welcome and intro
1:15 Colby’s background and early career
6:45 Life at J.P. Morgan and Wall Street lessons
12:30 Wealth Enhancement Group and financial education
18:40 401(k) basics and investing mindset
26:30 Community involvement and board work
34:50 Rochester’s business community and future outlook
41:30 Closing thoughts and season wrap-up

Connect with the speakers:

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

Colby Feane: https://www.linkedin.com/in/colby-feane-cfa-88a814a6/

🎧 Listen to more episodes: https://open.spotify.com/episode/0Cvso2DY4iREpGNdLgE34J?si=3809079add8f4e40

Join Wilmac's Marketing Director, Emily Miller, as she interviews Bob Duffy, President & CEO of the Greater Rochester Chamber of Commerce. In the second half of this exclusive interview, Bob shares valuable insights about the importance of caring in organizational success, the Chamber's support for regional tech companies, and Rochester's rich history of innovation. You'll also enjoy a fun story about their college basketball days and learn how Wilmac fits into Rochester's dynamic ecosystem. Don't miss this engaging and informative episode!

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Bob Duffy on LinkedIn: https://www.linkedin.com/in/robert-duffy-296a6a231/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Tom Brannen, founder of On Convergence and a leading contact center and CX industry analyst.

Tune in to hear more about:

• The Verint–Calabrio merger backed by Thoma Bravo and what it could mean for consolidation across the CX landscape
• Why AI is transforming quality assurance, call analysis, and real time decision making and where Tom sees the biggest wins today
• How organizations on legacy systems like Mitel can layer AI and CX tools without a full cloud migration
• The shifting role of CCaaS and why the future of customer experience may be less about telephony and more about intelligent applications
• How Tom built On Convergence to bridge real world consulting with emerging technology and where he is focusing next

Whether you are a CX leader, technology strategist, or simply curious about AI’s real impact on contact centers, this conversation offers practical insight into what is next for customer and employee experience.

Episode Breakdown

0:02 Welcome and intro from Emily Miller and Steve McDonnell
 3:06 Tom’s career journey and the founding of On Convergence
 12:29 Verint Calabrio merger: analyst perspectives and market impact
 20:21 Voice data’s role in improving both customer and employee experience
 23:08 AI success stories from automated QA to uncovering hidden call drivers
 28:35 Bridging on premises systems with modern AI and CX tools
 37:05 Reflections on leadership at NICE and industry direction

Connect with the speakers

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

 Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

 Tom Brannen: https://www.linkedin.com/in/tbrannen/

🎙️ Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Chad Familant, Wilmac Technologies’ new Vice President of Sales, for his first-ever appearance on the show.

Recorded during just his third week at Wilmac, Chad dives into the experiences that shaped his 20+ year career in the contact center industry, from the early days of analog-to-digital telecom, to helping enterprises migrate from on-prem systems to the cloud at Five9, to now joining Wilmac at a moment of accelerating growth and AI-driven transformation.

With momentum at an all-time high following Wilmac’s annual kickoff, Chad shares why he believes Wilmac is uniquely positioned at the intersection of data governance, AI readiness, and customer interaction technology, and why the next chapter presents a massive opportunity for customers and partners alike.

Here’s what you’ll hear about:

• Chad’s career journey from door-to-door wireless sales to enterprise cloud migration and AI-driven CX
• How his firsthand experience running internal contact centers shaped his empathy-first sales philosophy
• Why Wilmac’s mission, timing, and team alignment made joining the company a "right place, right time" moment
• Industry shifts he’s witnessed - from on-prem to CCaaS, omnichannel adoption, and now the AI boom
• Why AI readiness starts with data ownership and governance, and how Wilmac empowers customers to unlock decades of recordings
• Early impressions from his first weeks at Wilmac, including takeaways from the company-wide fiscal year kickoff
• How his leadership style evolved through rapid growth stages at a pre-IPO rocket ship
• Where he sees the contact center industry headed next - and how AI will reshape operations, automation, and decision-making

Whether you’re in CX, sales, leadership, or simply curious about how AI and compliance are redefining modern customer interaction, this episode offers an insightful look into the strategic mindset behind Wilmac’s expanding vision.

Episode Breakdown:

0:02 - Welcome and intro
2:12 - Chad’s background and Five9 experience
5:17 - First impressions from Wilmac’s fiscal kickoff
7:09 - Product surprises and customer feedback
10:18 - Chad’s career journey in contact centers
15:27 - How technology and CX expectations have evolved
17:35 - From on-prem to cloud to AI - key industry shifts
23:24 - AI readiness, data governance, and the role of Replay
27:16 - What’s coming next for AI in CX
30:14 - Best career advice: listen, listen, listen
31:47 - Leadership lessons from pre-IPO hypergrowth
34:44 - What excites Chad most about Wilmac’s next chapter
36:46 - How to connect with Chad

Connect with the speakers:

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

Chad Familant: https://www.linkedin.com/in/chad-familant-5094b21/

🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

In this episode of The Wilmac Wire, Emily Miller sits down with Wilmac Technologies CEO Steve McDonnell and guest analyst Jon Arnold, principal of J Arnold & Associates, for a deep-dive on what AI actually means for contact centers—and why so many businesses are still stuck at square one.

From foundational data strategy to the real use cases of AI in CX, they explore the difference between hype and meaningful outcomes—and how legacy systems, dark data, and siloed infrastructure are slowing progress.

Hear how Wilmac Technologies and Jon Arnold:

• Break down what AI actually is—and what it isn’t
• Explain why voice data is a goldmine for enterprise AI
• Explore how legacy vendors and proprietary formats are holding companies back
• Share practical steps for contact centers to get started with AI
• Discuss the rise of conversational AI and the future of agent automation
• Highlight how industries like finance are uniquely positioned to benefit from historical data

Episode Breakdown:

0:43 – Guest intros: Steve McDonnell & Jon Arnold
3:15 – What AI really is and why the best messaging avoids the buzzwords
6:45 – Why data quality and access are the real make-or-break for AI success
10:55 – Dark data, voice recordings, and extracting real business value
16:17 – Regulated industries and the advantage of historical data
22:42 – Where contact centers should actually start with AI
28:03 – The gap between Rochester businesses and AI readiness
31:00 – The next generation: conversational AI and automation
36:10 – Reflections on staying ahead in a fast-moving industry

Connect with the speaker:

Jon Arnold on LinkedIn: https://www.linkedin.com/in/jarnoldassociates/

Steve McDonnell on LinkedIn: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

🎧 Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell are joined by Dr. Jacquie Mozrall, Dean of the Saunders College of Business at Rochester Institute of Technology, for a conversation on how business education is evolving alongside technology and AI.

Dr. Mozrall shares her path from industrial engineering professor to RIT’s longest-tenured dean, and how Saunders is integrating AI into the curriculum to prepare students for increasingly technical workplaces. They also dive into what makes RIT’s experiential learning model stand out, including the co-op program and industry partnerships that help students graduate market-ready, with firsthand examples of RIT co-ops becoming full-time contributors at Wilmac.

They close by discussing Rochester’s talent ecosystem, the role universities play in economic growth, and why stronger collaboration between business and academia matters for the region’s future.

Here’s what you’ll hear about:

• Dr. Mozrall's path from engineering to academic leadership
• How AI is reshaping business education and curricula
• Why RIT’s co-op and experiential learning model works
• Preparing students to lead in AI-driven organizations
• Rochester’s strengths in talent, affordability, and innovation
• The role universities play in economic development

Episode Breakdown:

0:01 Welcome and guest introduction
4:00 Dr. Mozrall's career journey at RIT
11:30 How higher education has changed over 30 years
14:00 AI, technology shifts, and curriculum evolution
23:30 Experiential learning and the RIT co-op model
31:20 Preparing students for AI-enabled workplaces
37:20 Entrepreneurship, startups, and Rochester’s ecosystem
45:00 New initiatives at Saunders and applied AI collaboration
49:30 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/

Dr. Jacqueline Mozrall: https://www.linkedin.com/in/jacqueline-mozrall-28190327/

🎧 Listen to more episodes:

https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=92c2aba31a9d4761

In this episode, we’re sharing top insights from our recent virtual event, Breaking Free From Spreadsheet Scheduling Struggles: 5 WFM Challenges Solved, where Sales Engineer Charlie Snedden and Public Safety Sales Director John McDonnell shared how WFM solutions transformed scheduling for 911 centers, addressing the pitfalls of outdated tools like Excel spreadsheets. They explored key challenges and demonstrated how advanced WFM tools introduced flexibility, reduced errors, and enhanced employee well-being by helping prevent burnout. 

In This Episode:

• 0:31 – Introduction by Emily, setting the stage for workforce management in 911 centers.
• 1:00 – John and Charlie explain the impact of outdated scheduling methods on agent wellness and retention.
• 9:19 – The benefits of flexible, automated scheduling solutions to accommodate last-minute changes.
• 15:10 – Addressing understaffed floors: achieving optimal operations with limited resources.
• 20:03 – Exploring how WFM tools support employee retention and prevent burnout.
• 26:02 – Real-time scheduling adjustments and improved reporting for streamlined operations.

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

Charles Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/

John McDonnell on LinkedIn: https://www.linkedin.com/in/john-mcdonnell-31153136/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Dr. Ian Mortimer, founding President of the Golisano Institute for Business and Entrepreneurship.

Tune in to hear more about:

• How the Institute is reimagining higher education with practical, skills-based programs
• Why courses in sales, project management, coding, and data analytics are central to student success
• The launch of the AI Innovation Hub and what it means for the future of business education
• How partnerships, internships, and weekly “Speaking from Experience” sessions connect students with real-world leaders
• The role of Tom Golisano’s vision in shaping a more affordable, accelerated, and entrepreneurial model for business education

Whether you’re an educator, employer, or professional curious about the future of workforce readiness, this conversation offers a glimpse into how one institution is reshaping the path from classroom to career.

Episode Breakdown

 0:02 Welcome and introduction from Emily Miller and Steve McDonnell
 0:54 Guest intro: Dr. Ian Mortimer, President of Golisano Institute
 4:00 The vision behind the Institute and Tom Golisano’s involvement
 12:00 Embedding sales, project management, and tech skills into the curriculum
 29:00 The AI Innovation Hub and preparing students for a changing workforce
 38:00 “Speaking from Experience” and community engagement in Rochester
 47:00 Looking ahead: building AI leaders for the future

Connect with the speakers

🔗 Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🔗 Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

🔗 Ian Mortimer: https://www.linkedin.com/in/mortimerian/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/ 

In this episode of The Wilmac Wire, Bob Pease, VP of Engineering, and Charlie Snedden, Sales Engineer, tackle three critical compliance challenges faced by organizations managing customer interaction data.

Learn how leaders like you are leveraging cloud-based solutions to safeguard sensitive information, streamline operations, and stay audit-ready—all while building trust with their customers. 

See how Continuity Replay simplifies transitioning legacy systems, consolidating environments, and managing audits.

In this episode:

• 1:03 - Recap: Simplifying Compliance Live Session
• 4:00 - Challenge 1: Transitioning Legacy Systems
• 13:18 - Challenge 2: Managing Multiple Environments
• 18:19 - Challenge 3: Facing Audits
• 27:04 - Real-life Success Stories
• 36:00 - Future Enhancements for Continuity Replay

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

Charles Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/

Bob Pease on LinkedIn: https://www.linkedin.com/in/bobpease/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Lauren Dixon, founder and board chair of Dixon Schwabel, for a conversation centered on brand, culture, and leadership.

Lauren shares the story of building one of Rochester’s most recognized marketing agencies, from taking the leap to start her business in the late 1980s to creating a workplace culture that has been named a Great Place to Work for 15 consecutive years. She reflects on what it truly takes to build an environment where people feel empowered, respected, and excited to show up every day.

The conversation explores how culture is shaped through listening, values-based hiring, and staying true to your principles, even when it means making difficult business decisions. Lauren also discusses her deep commitment to philanthropy and community involvement, serving on 11 boards and believing that successful businesses have a responsibility to give back.

They close with a timely look at how AI is reshaping the marketing industry, why Dixon Schwabel has created department-specific AI policies, and how technology is transforming productivity, profitability, and the future of work.

Here’s what you’ll hear about:

Lauren’s journey from journalism to founding Dixon Schwabel
How to build a culture people want to be part of
Why values and respect matter more than anything
Leadership lessons from scaling a people-first organization
The role of community involvement and philanthropy in business
How AI is changing marketing, operations, and team structure

Episode Breakdown:

0:01 Welcome and guest introduction
4:20 Lauren’s early career and founding Dixon Schwabel
12:10 Building culture through empowerment and values
18:45 Creating a workplace recognized as a Great Place to Work
27:30 Hiring philosophy and leading with integrity
35:40 Giving back through philanthropy and board leadership
44:10 Rochester’s growth and the role of collaboration
52:30 AI policies, productivity shifts, and the future of agency work
58:40 Closing reflections and leadership legacy

Connect with the speakers:

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/
Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
Lauren Dixon: https://www.linkedin.com/in/laurendixon2/

🎧 Listen to more episodes:

https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=7706a8d980294a8f

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Jason Zawodzinski, Senior Director of Communication and Command Center Operations at Rochester Regional Health, for a conversation at the intersection of healthcare, customer interaction technology, and AI.

With more than 22 years at Rochester Regional, Jason shares his career journey from MIS graduate and early systems roles to leading a large-scale healthcare contact center operation supporting more than 400 agents and thousands of users across the system. He breaks down what makes healthcare call centers uniquely complex, where urgency and patient experience matter at every moment.

Emily, Steve, and Jason explore how Rochester Regional is embracing digital transformation, from expanding omnichannel communication like texting and scheduled callbacks to leveraging AI-powered tools such as knowledge automation, trigger word protocols, and call summarization. Jason also highlights the importance of employee wellness, training, empathy, and engagement in sustaining high-performing teams in a demanding environment.

The conversation closes with Jason’s perspective on the future of AI in healthcare, the growing role of collaboration across organizations, and what innovation can unlock for both patients and providers.

Here’s what you’ll hear about:

• Jason’s 22-year career path and leadership in healthcare operations
•  How healthcare contact centers differ from traditional CX environments
•  Digital transformation through texting, automation, and virtual care
•  Using AI for authentication, protocols, and real-time agent support
•  Preventing burnout and building an engaged, mission-driven workforce
•  What’s next for patient experience and AI in healthcare

Episode Breakdown:

0:02 Welcome and guest introduction

6:01 Jason’s career journey into healthcare and contact centers

13:10 Leading Rochester Regional’s command center operation

19:17 Omnichannel shifts and meeting patients where they are

26:32 Workforce wellness, adherence, and engagement

32:05 AI adoption, automation, and knowledge tools in the center

40:21 COVID as an accelerator for cloud transformation

45:14 What’s next for AI and patient experience innovation

48:11 Collaboration and closing thoughts

Connect with the speakers:

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ 

Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

Jason Zawodzinski: https://www.linkedin.com/in/jasonzawodzinski/

🎧 Listen to more episodes:

https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=1ece81e797ae4bd8

In this episode of The Wilmac Wire, Emily Miller sits down with VP of Engineering Bob Pease for a quarterly Behind the Build update on Wilmac’s Continuity Suite, focusing on how Continuity Replay is evolving to help customers manage interaction data smarter and prepare for AI.

Hear how the dev team:

• Rolled out new transcription features and real time translation in Continuity Replay
• Improved ingestion speed for historical data across CCaaS platforms like NICE, Five9, and Zoom
• Uses customer feedback to prioritize updates that solve real compliance challenges
• Is building AI scoring to help customers understand if their data is ready for downstream AI use

This episode pulls back the curtain on the innovations driving Continuity Replay and how Wilmac’s engineering team is collaborating across the company to stay ahead of customer needs and industry trends.

Tune in to hear how features take shape, what’s next for AI, and why building with purpose starts with listening.

Episode Breakdown

0:26 – What is “Behind the Build” and what’s new in this quarter’s dev update

4:44 – Transcription features, translation support, and SSO updates

9:22 – Ingesting legacy and cloud data faster than ever

13:07 – What’s coming next: transcription search and AI scoring

15:02 – Why the dev team is publishing more content (and how it helps the product)

18:19 – A look ahead to AWS Summit and Wilmac’s AI roadmap

22:00 – Making your data AI ready and building smarter features from the ground up

Connect with the speakers

🔗 Bob Pease: https://www.linkedin.com/in/bobpease/

🔗 Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller is joined by Wilmac's CEO Steve McDonnell and Dave Michels, lead analyst at TalkingPointz.com, for a wide-ranging conversation on how contact center data is becoming the new gold standard for AI—and why legacy systems are holding organizations back.

From breaking down the CRM vs. contact center debate to spotlighting how transcripts and recordings are fueling generative AI, this episode explores the evolution of enterprise communications and what it means for the future of CX.

Hear how Wilmac Technologies and TalkingPointz:

• Explain why contact center conversations are replacing CRM entries as the true “source of truth”
• Emphasize that without access to voice data, generative AI initiatives hit a wall
• Explore the emerging importance of transcripts and recordings over APIs
• Highlight the silos, access issues, and vendor limitations slowing down AI transformation
• Reflect on CCaaS vs. UCaaS confusion and what midsize orgs need to know when evaluating vendors
• Call out why full agent automation is still far off—and why human interaction still matters

Episode Breakdown:

0:43 – Introduction of guests: Steve McDonnell and Dave Michels
1:35 – Why contact center data is becoming more valuable than CRM
6:45 – Generative AI’s impact on voice data and contact center strategy
10:55 – The shift from APIs to transcripts and recordings
13:40 – AI interoperability challenges and the rise of “bot silos”
16:17 – CCaaS vs. UCaaS: why the lines are blurred but the buyers are different
22:10 – A look at the challenges facing the big CCaaS vendors (Genesys, Five9, NICE)
27:00 – Will AI replace agents? Why it’s not that simple
31:00 – Final thoughts: AI is disrupting everything—and no one knows exactly where it’s going

Connect with the speaker:

Dave Michels on LinkedIn: https://www.linkedin.com/in/davemichels/

Steve McDonnell on LinkedIn: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

🎧 Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller talks with Charlie Snedden, Sales Engineer, and Gary White, Sales Rep at Wilmac Technologies, about how Continuity Replay helped a global gas and utilities company solve tough PCI compliance challenges and manage sensitive call data securely.

Hear how Wilmac:

• Identified and extracted PCI-sensitive data while keeping it accessible for QA and legal needs.
• Created a secure environment to protect customer information and meet PCI compliance standards.
• Offered flexible data management solutions that saved the customer from expensive infrastructure changes.

This episode shows how Continuity Replay can solve unique challenges and how Wilmac delivers smart, cost-effective data management solutions.

Tune in now to learn how Charlie and Gary tackled data compliance issues and how Wilmac is innovating with Continuity Replay!

Episode Breakdown:

• 0:26 - Meet Charlie Sneddon and Gary White from Wilmac Technologies
• 2:57 - Customer challenge: PCI compliance in the gas and utilities industry
• 5:04 - Managing PCI-sensitive data with Continuity Replay
• 6:12 - Creating a secure environment for data management
• 7:47 - New use case for Continuity Replay beyond legacy data
• 9:22 - Solving infrastructure challenges cost-effectively
• 13:04 - Building trust and delivering flexible solutions
• 17:21 - Exploring call archiving and cost-efficient storage
• 23:20 - What’s next: Integration with a new analytics vendor

Connect with the speakers:

🔗 Charlie Snedden: https://www.linkedin.com/in/charliesnedden/

🔗 Garry White: https://www.linkedin.com/in/garrywhite1/

🔗 Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode, Jess Shea and Jim Giblin take you behind the scenes of the Wilmac & Five9 ISV Partnership, a groundbreaking collaboration that’s reshaping the future of contact centers. They discuss how the integration of advanced cloud solutions and AI-driven technology is enhancing customer experience and operational efficiency across industries. Jess and Jim provide valuable insights into the strategic goals of this partnership, highlighting how it empowers businesses to deliver exceptional service while staying ahead in a rapidly evolving tech landscape. Whether you're in the tech industry, a business leader, or just curious about the latest in customer experience innovation, this conversation offers a wealth of knowledge and inspiration. Don’t miss out on learning how Wilmac and Five9 are together setting new benchmarks for excellence in the world of customer support.

Jessica Shea on LinkedIn: https://www.linkedin.com/in/jessica-shea-84895a31/
James Giblin on LinkedIn: https://www.linkedin.com/in/james-giblin-582ba93/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, Emily Miller sits down with Steve Blood, VP of Market Intelligence and Evangelism at Five9, to discuss the future of Customer Experience and how organizations can better leverage technology and data to drive innovation.

With over 23 years at Gartner, Steve has advised countless businesses on customer service, AI, and digital transformation. Now at Five9, he’s helping organizations navigate the evolving landscape of CX, tackling industry challenges, and maximizing the potential of AI-driven automation.

In this episode: 

• The biggest CX challenges organizations face today
• How Five9’s Intelligent CX Platform helps businesses streamline operations and consolidate data
• The growing role of AI in customer service and how to use it effectively
• How Wilmac and Five9’s partnership is helping companies break free from vendor lock-in and centralize historical call data
• A real-world case study on how a global bank overcame legacy system constraints
• Steve’s insights into market trends, the power of partnerships, and the importance of a data-driven approach make this a must-listen episode!

Episode Breakdown:

0:26 - Meet Steve Blood and Five9’s role in CX innovation

1:12 - Steve’s background and journey from Gartner to Five9

3:04 - The biggest CX challenges organizations face today

6:00 - Why data consolidation is crucial for modern contact centers

9:09 - How AI is reshaping customer interactions

12:06 - A major global bank case study: Overcoming legacy challenges

14:27 - What’s next for Five9 and Wilmac in 2025 and beyond

Tune in now to hear Steve’s expert take on CX transformation and the evolving role of AI!

Connect with the speakers:

🔗 Steve Blood on LinkedIn: https://www.linkedin.com/in/stevejnb/

🔗 Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

This week on the Wilmac Wire, we hear from Emily Miller as she shares a recent interview with Wilmac's President & CEO Stephen McDonnell that was a part of Rochester news station 13WHAM's Geared for Growth segment.

From there, she dives into what Wilmac does as a software company and how Wilmac has evolved to get into the business we're in today.

As an uncut episode, you'll get an authentic view into what Wilmac does - because it can be confusing to understand - and what Wilmac is focusing its growth on.

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Steve McDonnell on LinkedIn: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

Catch CEO Steve McDonnell at Golisano Institute’s 'Speaking from Experience' series, where he dives into his journey from sales to CEO, the growth of Wilmac, and how AI is reshaping customer service.
Steve brings Wilmac’s hands-on philosophy to life, sharing real-world lessons in persistence, finding great mentors, and building tech that truly supports customers.
Learn how Wilmac is leading the way in Rochester’s tech scene, making a real impact in customer experience.

In This Episode:

[0:36] Steve McDonnell's career journey from sales to CEO
[5:09] The history and evolution of Wilmac Technologies
[12:18] Challenges Wilmac is addressing in the AI space
[20:01] Key insights on persistence, mentorship, and building a customer-focused business
[32:05] How Wilmac is using AI to transform the customer experience

Tune in to stay informed on the latest industry insights and see what's coming next at Wilmac!

Steve McDonnell on LinkedIn: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Bob Duffy, President and CEO of the Greater Rochester Chamber of Commerce and former New York State Lieutenant Governor.

Bob last joined The Wilmac Wire a year ago in July, where his insights were so valuable we split the conversation into Episodes 10 and 11. Go check those out if you haven’t yet. As for this fresh episode, here’s what you will hear about:

• The newly released New York State blueprint for business growth and what it means for companies across Western New York
• How the Chamber is helping small and midsize businesses expand and why regional representation matters more than ever
• Wilmac’s official launch of its Continuity WFM solution and how it is designed to transform workforce management in public safety and beyond
• Bob’s career journey from Rochester Police Chief to Lt. Governor and now business leader, and his perspective on leadership in times of change
• Why Rochester and Western New York are seeing renewed momentum and where the biggest opportunities for growth lie

Whether you are a business leader, innovator, or community advocate, this conversation with Bob offers practical insights into the future of regional business and technology.

Episode Breakdown

0:02 Welcome and intro from Emily Miller and Steve McDonnell
3:15 Bob Duffy returns to The Wilmac Wire: his background and community leadership
10:40 New York State’s business blueprint and implications for Rochester growth
18:22 The Chamber’s role in supporting small and midsize companies
24:55 Wilmac launches Continuity WFM and its impact on public safety
32:18 Reflections on Bob’s journey from public service to business leadership
40:12 Why Western New York is poised for innovation and collaboration

Connect with the speakers

• Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/
• Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ 
• Bob Duffy: https://www.linkedin.com/in/robert-duffy-296a6a231/ 

🎙️ Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell kick off season three in 2026 with a solo conversation to set the tone for the year ahead as the show moves into a new rhythm of weekly episodes and reflects on the podcast gaining traction beyond the studio. 

From there, they dig into three themes shaping 2026: the state of Wilmac, the state of Rochester, and the state of the customer interaction industry. Steve highlights key wins from 2025, including 23 percent growth and major customer momentum, then shares why launching Continuity WFM is a milestone product built from the ground up with AI to solve mission critical staffing challenges in public safety. He sums up the mindset behind it simply: move fast, learn fast, and be drivers, not passengers. 

They also share what they are learning through deeper involvement in Rochester, why building high paying tech jobs and investing in local talent matters, and close by breaking down major industry moves accelerating the shift toward AI, including NICE acquiring Cognigy, the Verint and Collabrio merger, and Five9’s new CEO announcement. 

Here’s what you’ll hear about:

• Wilmac’s 2025 growth and top wins
• Why Continuity WFM is a milestone launch
• Drivers not passengers and the leadership mindset behind 2026
• What Rochester needs next and why tech matters
• The biggest acquisitions and shifts shaping CX and AI

Episode Breakdown:

0:01 Welcome to Season 3 and why weekly episodes

2:10 Icebreaker this or that with Emily and Steve

11:34 State of Wilmac 2025 growth, wins, and momentum

16:49 Continuity WFM launch and building a product from scratch

32:15 State of Rochester community involvement and local growth

43:49 Industry news NICE Cognigy, Verint Collabrio, and Five9 CEO change

57:18 What to expect from Season 3 and closing thoughts

Connect with the hosts:

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