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 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/

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 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, 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 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 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 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 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/

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/