Agentic AI, Staffing Stability, & Bringing Workforce Management to 911 – A Behind the Build Update with Bob Pease

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In this Behind the Build episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Wilmac’s VP of Engineering, Bob Pease, to unpack how Continuity WFM is evolving and how agentic AI is reshaping workforce management in public safety.

Recorded just months after launch, they share how the product has matured, from advanced forecasting to Mac, Wilmac’s AI agent designed to streamline onboarding, scheduling, and optimization for 911 centers.

They also break down what makes agentic AI different. Mac is built to take action, executing workflows, configuring environments, and guiding PSAP leaders through complex processes in plain language to support faster, smarter staffing decisions.

The conversation closes with why workforce management has long been standard in enterprise contact centers but largely missing in public safety, and what that gap means for wellness, retention, overtime, and emergency readiness.

Here’s what you’ll hear about:

• How Continuity WFM has evolved since launch
• Why forecasting matters in 911 centers
• The difference between generative and agentic AI
• How Mac automates onboarding, scheduling, and optimization
• Workforce management’s impact on wellness and retention
• The total addressable market for AI-driven WFM in public safety
• How Wilmac is engaging with APCO and NENA standards groups

Episode Breakdown:

0:00 Welcome + Behind the Build intro
3:46 This or That with Bob
5:57 How Continuity WFM has matured post launch
11:38 Workforce management in PSAPs vs. contact centers
17:15 Employee wellness, retention, and overtime impacts
23:00 What makes agentic AI different
25:16 Mac and AI-powered onboarding
29:20 Forecasting and predictive staffing insights
32:48 Managing two product roadmaps at once
35:07 Total addressable market and go-to-market strategy
39:18 The broader impact of AI in public safety
42:05 What’s next on the roadmap

Connect with the hosts:

Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/
Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
Bob Pease: https://www.linkedin.com/in/bobpease/

🎧 Listen to more episodes:
https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=e8f41c1a24614e1c