Resources
Every business is unique – and our solutions are customized to cater to the specific needs of your organization.
Ask the Experts: Debunking Chatbots and Voicebots
The growing importance of artificial intelligence and automation in the move to cloud communications can be a daunting concept to face for contact center leaders. When it comes to AI chatbots and voicebots, it's critical to understand the history of virtual agents,...
Three Approaches to Minimize the Challenges of Contact Center Performance Management
We’ve been managing the effects of COVID-19 in the workplace now for quite some time. In the contact center space specifically, one in five centers saw call volume spike more than 50% compared to the previous year. With agents working hybrid or remotely now, the...
4 Things to Know About Capturing Text-to-911 Conversations
The Next Generation 9-1-1 concept has brought a multitude of new ideas to the PSAP in the United States – one of those being the Text-to-911 feature. Text-to-911 is the ability to send a text message to reach 9-1-1 emergency dispatchers from your mobile phone or...
Complete Communications Compliance with Wilmac & NICE
The past 18 months or so, we’ve seen a 400% increase in unified communications app usage. There is an average of 62 million+ video conferences held weekly by organizations. Mobile applications like WhatsApp have had a 40% increase in usage. In Financial Service...
Wilmac to Gather Food Donations for SBC Cares Thanksgiving Initiative
Wilmac's recent membership with the Greater Rochester Chamber of Commerce has elicited exciting opportunities to support the Rochester community as the holiday season approaches. This year, Wilmac will be participating in the Chamber IMPACT: SBC Cares 2021...
How to Use AI & Automation in Your Contact Center
The past year has brought forth a surge in digital interactions. With customer activity and expectations changing rapidly and becoming less predictable, many organizations have turned to artificial intelligence (AI) to help manage swings in customer demand, crunch...
6 Reasons Why You Need an Effective Quality Assurance Program in Your Center
From the moment a public safety dispatcher answers a call, their response and subsequent actions have the ability to significantly impact lives. As the first point of contact in an emergency, these call takers are tasked with initiating the dispatch of first...
The Top 5 Recording Check & Reconciliation Features You Need to Know
Financial Services Organizations, otherwise known as FSOs, must capture every type of trader voice communication to comply with regulations like Dodd-Frank, MiFID II, and FX Code of Conduct. These FSOs need real-time recording check and reconciliation capabilities so...
Wilmac’s Guide to Legacy Voice Archive Management
Do you need to extract and convert your proprietary audio files? Are you unable to easily access data from your voice recording system or access it with standard software? If you have these questions and are looking for a scalable and reliable solution, Wilmac's Guide...
Wilmac’s Voice Archive Management Series: Continuity Automated
The experts at Wilmac have seen the Voice Management and Call Recording industry evolve since 1989. Wilmac is known to be a value-added reseller in contact centers, financial compliance, and public safety organizations. But, we have our own products created to address...
Wilmac’s Voice Archive Management Series: Continuity Replay
The experts at Wilmac have seen the Voice Management and Call Recording industry evolve since 1989. Wilmac is known to be a value-added reseller in contact centers, financial compliance, and public safety organizations. But, we have our own products created to address...
Wilmac’s Voice Archive Management Series: Legacy Voice Extraction
The experts at Wilmac have seen the Voice Management and Call Recording industry evolve since 1989. Wilmac is known to be a value-added reseller in contact centers, financial compliance, and public safety organizations. But, we have our own products created to address...
Why Work with Wilmac Technologies?
Put our expertise to work for your bottom line.
30+ Years Experience in Workforce Optimization (WFO)
Wilmac Technologies entered the WFO space in 1992 and have since become a leader in providing mission-critical technologies to businesses globally.
Experienced and Tenured Industry Professionals
Our evolution in this industry has involved working with clients in banking, healthcare, insurance, higher education, retail, and more. With this wealth of knowledge, we have a firm grasp on the best solutions for each industry.
Solution-focused Service Team
Wilmac Technologies’ team of professional and technical experts, all tier-three trained, span four service hubs in North America. With a combined industry tenure of over 100 years, our service team has a plan of action prepared for any issue that may arise.
Premier Partners of Industry-Leading Vendors
Partnering with NICE, Verint, and Calabrio for over 30 years, we have high expectations for who we partner with and what solutions we put present.
In-House Development of EIA Products
After reselling best-of-breed solutions for many years, our customers came to us with the problem of accessing and managing their voice data. Our familiarity with the industry initiated our software development efforts and continues to progress.
Solutions for Every Unique Communications Need
Through a consultative approach, we comprehensively evaluate your situation to provide the most factual, well-thought out solution that will influence your organization well into the future.
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Rochester Headquarters
73 State Street,
Rochester, NY 14614
New York City
345 7th Ave, Ste. 404,
New York, NY 10001
Toronto
5955 Airport Rd, Ste. 140,
Mississauga, Ontario L4V 1R9
