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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