Shows
The Wilmac WireAgentic AI, Staffing Stability, & Bringing Workforce Management to 911 – A Behind the Build Update with Bob PeaseSend a textIn 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 work...
2026-02-2645 minThe Wilmac WireLeading a U.S.-based BPO, AI in Practice, & Industry Shifts – A Conversation with Thomas LairdSend a textIn 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 w...
2026-02-1953 minThe Wilmac WireBuilding Dixon Schwabl, Shaping Culture, & Giving Back to Rochester - A Conversation with Lauren DixonSend a textIn 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, re...
2026-02-1252 minThe Wilmac WirePatient Experience, AI in Healthcare, & Leadership in Large-Scale Contact Center Ops – A Conversation with Rochester Regional Health’s Jason ZawodzinskiSend a textIn 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...
2026-02-0550 minThe Wilmac WireHigher Education, Workforce Readiness, & Shaping the Future of Business Talent – A Conversation with Dr. Jacqueline MozrallSend a textIn 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 indu...
2026-01-2951 min
Future Forward: Tech Trends NowAI Revolution 2026: Transformative Tech Trends Reshaping Payments, Education, Healthcare, and UtilitiesFuture Forward: Tech Trends Now. Listeners, as we dive into 2026, the tech landscape pulses with bold innovations reshaping finance, education, utilities, and beyond. According to the GoWest Association's 2026 Forecast, frictionless tech dominates payments, with contactless cards now held by 80 percent of credit union members, up from 58 percent in 2021, and digital wallets favored by 63 percent of consumers. Biometric digital identities, using fingerprints or face scans, are replacing passwords, poised to hit U.S. ATMs by year's end, as Chris Barry, Manager of Innovation, predicts.Agentic AI steals the spotlight, evolving from assistants to autonomous agents that shop, purchase, and...
2026-01-2903 min
Tech for Tomorrow's WorldAI Revolution 2026: Quantum Computing, Biometric Security, and Intelligent Systems Transforming Business and Healthcare WorkflowsListeners, welcome to Tech for Tomorrow's World, where innovation shapes our future. As we step into 2026, artificial intelligence surges from experimentation to essential infrastructure, powering everything from secure payments to life-saving healthcare. According to the GoWest Association's 2026 Forecast, biometric digital identities using fingerprints and face scans are replacing passwords, while agentic AI from leaders like OpenAI, Google, and Stripe enables autonomous transactions. Quantum computing looms large, demanding financial institutions prioritize quantum-safe security now, as qubits advance toward practical breakthroughs.At Davos 2026, World Economic Forum leaders, as reported by Observer, declared AI an execution race, with agentic systems planning...
2026-01-2902 minThe Wilmac WireMarket Shakeups, AI Reality Checks & The Creator Shift – A Conversation with TechInfluencer Evan KirstelSend a textIn 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 v...
2026-01-2235 minThe Wilmac WireBitcoin Basics, Mining Innovation & Building in Rochester – A Conversation with Foundry CEO Mike ColyerSend a textIn 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 dyna...
2026-01-1548 minThe Wilmac WireGrowth at Wilmac, Perspective from Rochester, & Signals from the CX Industry - A Conversation with the Wilmac Wire HostsSend a textIn 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 W...
2026-01-0859 minThe Wilmac WireInvesting Early, Building Financial Confidence, & Leading Locally - A Conversation with Colby FeaneSend a textIn 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, an...
2025-12-181h 04The Wilmac WireFrom Five9 to Wilmac, Sales Leadership, & the Evolution of Contact Centers - A Conversation with Chad FamilantSend a textIn 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...
2025-12-0438 minThe Wilmac WireWilmac Continuity Momentum, WFM Launch, & What’s Ahead – A Behind the Build Update with Bob PeaseSend a textIn 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 Cont...
2025-11-1341 minThe Wilmac WireStatewide Growth, Economic Development, & Rochester Roots – A Conversation with Empire State Development’s Vinnie EspositoSend a textIn 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...
2025-10-301h 05The Wilmac WireBuilding Cultures, Breaking Silos, & Delivering Service that Sticks – A Conversation with ICMI Top CX & Contact Centre Thought Leader Neal DlinSend a textIn 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 empl...
2025-10-1641 minThe Wilmac WireA New Product Announcement, NY’s Business Climate, & Rochester’s Future – A (Second) Conversation with Bob DuffySend a textIn 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...
2025-10-0257 minThe Wilmac WireHuman-Centered Tech, AI & the Future of Customer Interactions – A Conversation with OnConvergence’s Thomas BrannenSend a textIn 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 landscapeWhy AI is transforming quality assurance, call analysis, and real time decision making and where Tom sees the biggest wins todayHow organizations on legacy systems like Mitel can layer AI and CX tools without a...
2025-09-1842 minThe Wilmac WirePreparing Students for the Workforce, AI in Education, and the Future of Universities – A Conversation with Golisano Institute’s Ian MortimerSend a textIn 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 programsWhy courses in sales, project management, coding, and data analytics are central to student successThe launch of the AI Innovation Hub and what it means for the future of business educationHow partnerships, internships, and weekly “Speaking from Experience” sessions connect students with real-world leadersThe role of Tom...
2025-09-0451 minThe Wilmac WireConversations in CX, Rochester Business, & Looking Ahead – A Wilmac Wire UpdateSend a textIn 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 episodeHow season two will wrap up with returning guests and deeper conversationsA new spotlight on Rochester and the Western New York business communityContinued focus on CX, compliance, AI, and interaction data in contact centers, trading floors, and 911 centersEpisodes to check out while wa...
2025-08-2104 minThe Wilmac WireVoice Data, Conversational AI, & Compliance - A Conversation with Opus Research's Ian JacobsSend a textIn 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...
2025-08-0739 minThe Wilmac WireContinuity Product Highlights, AI Roadmap, & Team Momentum – Behind the Build Quarterly Update with Bob PeaseSend a textIn 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 ReplayImproved ingestion speed for historical data across CCaaS platforms like NICE, Five9, and ZoomUses customer feedback to prioritize updates that solve real compliance challengesIs building AI scoring to he...
2025-07-2428 minThe Wilmac WireREVISIT - The Future of AI & CX – A Conversation with Kevin Surace, Virtual Assistant PioneerSend a textIn 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 no...
2025-07-1046 minThe Wilmac WireREVISIT - Partnering for Success – Five9’s Steve Blood on the Future of CXSend a textIn 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 cha...
2025-06-2639 minThe Wilmac WireInteraction Data, AI Blind Spots & the Future of Comms – A Conversation with Principal Analyst Jon ArnoldSend a textIn 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 Arno...
2025-06-1243 minThe Wilmac WireRethinking Enterprise Data in the Modern Contact Center Era – A Conversation with Enterprise Communications Analyst Dave MichelsSend a textIn 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 an...
2025-05-2935 minThe Wilmac WireS3 Buckets, Compliance Gaps & the New Rules of GovernanceSend a textIn 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 meet...
2025-05-0119 minThe Wilmac WireSimplifying & Solving TD Bank's Data Management Challenges - Toronto Roadshow Event RecapSend a textIn 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 archiveAddressed compliance with PCI...
2025-04-1742 minThe Wilmac WireBehind the Build Quarterly UpdateSend a textIn 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 accessStreamlines audit and compliance workflows with Bulk Export and Interaction ViewsEnabl...
2025-04-0328 minThe Wilmac WireTackling Customer Challenges – Solving Quality Assurance & Discovery Challenges in Public SafetySend a textIn 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 digita...
2025-03-2021 minThe Wilmac WireThe Future of AI & CX – A Conversation with Kevin Surace, Virtual Assistant PioneerSend a textIn 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 no...
2025-03-0646 minThe Wilmac WireTackling Customer Challenges - How Wilmac Solved a Legacy Data Challenge for a Global Utilities PlayerSend a textIn 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....
2025-02-2026 minThe Wilmac WirePartnering for Success – Five9’s Steve Blood on the Future of CXSend a textIn 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 cha...
2025-02-0639 minThe Wilmac WireBONUS - Contact Center Data Management Webinar Event RecapSend a textIn 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 c...
2025-01-3053 minThe Wilmac WirePartnering for Success – How Wilmac and C1 Deliver for CustomersSend a textIn 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...
2025-01-2318 minThe Wilmac WireBehind the Build Quarterly Update – How Continuity Replay is Solving Data ChallengesSend a textIn 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 i...
2025-01-0923 minThe Wilmac WireDigital Health in the Contact Center, An Opportunity to Advance Health Equity Event RecapSend a textIn 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...
2024-12-1949 minThe Wilmac WireSimplifying Compliance with Customer Interaction Live Session RecapSend a textIn 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 Session4:00 - Challenge 1: Transitioning Legacy Systems13:18 - Challenge 2: Managing Multiple Env...
2024-12-0544 minThe Wilmac WireBreaking Free from Spreadsheet Scheduling Struggles Live Session RecapSend a textIn 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 91...
2024-11-1433 minThe Wilmac WireSteve McDonnell Speaking from Experience at Golisano Institute for Business & EntrepreneurshipSend a textCatch 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...
2024-10-311h 12The Wilmac WireDigital Health in the Contact Center Event Preview with Dr. Thomas Green & Barbara StephensSend a textDr. 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]
2024-10-1718 minThe Wilmac WireIndustry Round Up and a Busy Upcoming October with Steve McDonnell & Emily MillerSend a textIn 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....
2024-10-0332 minThe Wilmac WireDirector of Service Ops Christina Cavaleri on Customer Experience & the Service TeamSend a textWhat 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...
2024-09-1921 minThe Wilmac WireZEN-RP's Chris Ward and Wilmac's Charlie Snedden on WFM Across IndustriesSend a textIn 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/...
2024-09-0520 minThe Wilmac WireFive9's Jess Shea and Wilmac's Jim Giblin on the Wilmac/Five9 ISV PartnershipSend a textIn 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 ab...
2024-08-2221 minThe Wilmac WireJoe Brienzi, Controller on His Journey & the Accounting TeamSend a textIn 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...
2024-08-0833 minThe Wilmac WireCustomer Experience News Round Up with Thomas Clark & Emily MillerSend a textJoin 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...
2024-07-2520 minThe Wilmac WireBob Duffy & Emily Miller on Leadership and Community Impact (Part 2)Send a textJoin 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/...
2024-07-1823 minThe Wilmac WireBob Duffy & Emily Miller on Leadership and Community Impact (Part 1)Send a textJoin 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/i...
2024-07-1021 minThe Wilmac WireSteve on 13WHAM & Wilmac's EvolutionSend a textThis 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...
2024-06-2718 minThe Wilmac WireCharlie Snedden & Bob Pease on Continuity Replay CloudSend a textJoin 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...
2024-06-1314 minThe Wilmac WireSteve McDonnell, CEO & President, on his journey to leading Wilmac TechnologiesSend a textJoin 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/
2024-05-3015 minThe Wilmac WireCelebration of Our Ribbon Cutting CeremonySend a textAre 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...
2024-05-1618 minThe Wilmac WireEmily Miller & Matt Hurlbutt on Growth & Innovation in Greater RochesterSend a textEmily 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...
2024-05-0212 minThe Wilmac WireEmily Miller, Director of Marketing on Her Journey & the Marketing TeamSend a textThomas 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...
2024-04-2320 minThe Wilmac WireBob Pease, VP of Engineering on Continuity ReplaySend a textCheck 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/
2024-04-1915 minThe Wilmac WireUpdates from FebruarySend a textThomas 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 w...
2024-04-1909 minThe Wilmac WireThe Wilmac Wire Ep1: Workforce (Engagement) ManagementSend a textThomas 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/
2024-04-1912 min