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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/

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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!

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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/

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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/

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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/

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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/

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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/

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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/

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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/

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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/