Agentic AI for PSAPs: Wilmac Continutiy WFM & Mac
Wilmac Technologies delivers customer interaction and workforce optimization solutions that put people first.
Serving communications centers across public safety and highly regulated industries, Wilmac helps organizations simplify data retention compliance, optimize their workforce, and create seamless customer experiences.
Wilmac Continuity WFM is the first agentic AI-powered workforce management platform purpose-built for PSAPs.
911 centers and PSAPs operate in high pressure environments where every second counts. Despite this, many agencies still rely on manual scheduling methods, spreadsheets, and legacy systems that make it challenging to ensure consistent staffing coverage. Supervisors often spend significant time creating schedules, handling last minute callouts, and addressing coverage gaps, limiting their ability to focus on team leadership. Wilmac Continuity WFM addresses these challenges directly. Powered by Mac, Wilmac’s agentic AI, the platform automates, coordinates, and continuously optimizes workforce operations in real time.
Mac goes beyond basic schedule creation by actively managing schedules as conditions evolve. Leveraging AI based forecasting and intelligent automation, Continuity WFM builds optimized schedules that account for staffing needs, employee skills and certifications, union requirements, and historical demand trends. As conditions shift throughout the day, Mac dynamically adjusts, recommending or executing real time changes to maintain full coverage at all times.
With ‘Ask Mac’, supervisors can engage directly with the AI to quickly access insights, run reports, or assess different coverage scenarios. The platform provides detailed seat level visibility into staff status whether they are on duty, on break, in training, or available, reducing uncertainty and supporting more informed decision making.
Created with input from public safety experts, Wilmac Continuity WFM offers a comprehensive set of tools to streamline workforce management. Supervisors can handle callouts automatically, allow staff to bid on or swap shifts, manage time off requests, and fill schedules without manual intervention. The platform also provides robust reporting that tracks training progress, compares time spent on dispatch versus call taking, monitors workload distribution, identifies overtime trends, and ensures compliance. This data is presented in a way that makes it easy to turn insights into informed decisions.
By replacing manual, reactive processes with agentic AI driven orchestration, Wilmac Continuity WFM allows supervisors to reclaim valuable time. The result is a more efficient, resilient, and compliant communications center, one that remains mission ready around the clock and better positioned to serve its community when it matters most.
