The Wilmac Wire

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 bus...

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 complianc...

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 acr...

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.

...

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 evo...

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 le...

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 ...

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 organizat...

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.

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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 ...

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 i...

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.

...

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 ...

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 evo...

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, ...

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....

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 sea...

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. Jorda...

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 tr...