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Wilmac Technologies Launches Wilmac Continuity WFM: The First AI-Powered Workforce Management Platform Purpose-Built for Public Safety

September 30, 2025 · Grace Boesel

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Wilmac Technologies Launches Wilmac Continuity WFM: The First AI-Powered Workforce Management Platform Purpose-Built for PSAPs

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October 1, 2025

Written by Emily Miller, Director of Marketing

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Solution Delivers Real-Time Visibility, Automation, and Flexibility for 911 Centers

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Rochester, New York: Wilmac Technologies today announced the official launch of Wilmac Continuity WFM, the first AI-powered workforce management (WFM) platform built specifically for public safety organizations.

Wilmac Continuity WFM is designed to solve one of the most persistent problems facing 911 centers, also known as PSAPs (Public Safety Answering Points): supervisors bogged down in manual scheduling and outdated tools that leave agencies blind to coverage gaps. By automating scheduling, intraday adjustments, and reporting with AI, the platform ensures every seat is covered with real-time visibility, while giving supervisors back the time they need to lead.

Since 1993, Wilmac has partnered with public safety agencies across the northeastern United States and southeastern Canada to deliver mission-critical recording and technology solutions. It was a conversation with Toronto Police Service, a longtime Wilmac customer and one of the top five largest 911 centers in North America, that sparked the idea for Wilmac Continuity WFM.

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“Our public safety practice has been a key part of Wilmac’s history,” said Stephen McDonnell Jr. President & CEO of Wilmac Technologies. “When Toronto Police Service came to us with this challenge, and the existing workforce management tools from the contact center world fell short, we knew we had to build something different. Add AI into the mix, and we have something truly transformative for PSAPs.”

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Built in close partnership with public safety leaders, Wilmac Continuity WFM goes far beyond static scheduling. It delivers AI-driven schedule creation, intraday management that adapts minute by minute, and seat-level visibility into who is at post, on break, or available. Supervisors can plan for special events, automate callouts and shift bidding/swapping, and rely on reporting that tracks training hours, dispatch vs. call-taking time, and workload distribution.

“We’ve taken lessons from decades of WFM experience and applied them to the mission-critical world of public safety,” said Bob Pease, VP of Engineering at Wilmac Technologies. “The workflows we’ve created with our customers have been groundbreaking; automating what used to take hours and turning it into a process that happens instantly.”

Early testing with Toronto Police Service has provided strong validation.

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“Our team is currently putting an inordinate amount of time into scheduling dispatchers and call-takers on spreadsheets,” said Greg Watts, Superintendent at Toronto Police Service. “With Wilmac Continuity WFM, we will have the ability to cut that time down significantly while being able to forecast and plan our operations in an innovative and nimble way. The real-time view it gives us will completely change how we manage the center. We’ve truly enjoyed the process of providing input on the development of the solution.”

With Wilmac Continuity WFM, PSAP leaders no longer need to rely on manual workarounds or generic tools designed for other industries. They gain a purpose-built, AI-powered platform that was developed with them, for them, freeing supervisors to spend less time chasing details and more time ensuring reliable 911 coverage.

Wilmac Technologies is currently offering a limited-time free trial of Wilmac Continuity WFM, subject to terms and conditions.

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About Wilmac Technologies

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Wilmac Technologies delivers customer interaction solutions that put people first. Serving communications centers across industries such as financial services, banking, healthcare, insurance, utilities, and public safety, Wilmac helps organizations simplify compliance, centralize data, and create seamless customer experiences. Powered by in-house product development, strategic partnerships, and a dedicated support team, Wilmac provides tailored solutions and hands-on expertise in Cloud Contact Center, Communications Compliance, and Enterprise Information Archiving. With its Continuity suite of products and commitment to exceptional service, Wilmac enables customers to take control of their technology, ensuring efficiency, compliance, and sustainable growth.

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Wilmac Social Networks

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Press Contact

[/et_pb_text][et_pb_text _builder_version=”4.25.1″ _module_preset=”default” min_height=”106px” global_colors_info=”{}”]Emily Miller
Director of Marketing
emiller@wilmactech.com
716-704-9722
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Interested in a free trial of Wilmac Continuity WFM? Check it out >>

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