Contact Centre

Redefining citizen experience for the Welsh public sector

The award-winning Connecting Wales shared-service platform offers a contact centre that seamlessly integrates traditional voice, digital channels and self-service to streamline citizen services.

Connecting Wales consolidates all internal systems to empower agents with a single view of all citizen history and interactions. It provides unified access to applications and information across services to efficiently resolve citizen queries across different channels.

 

Align every employee to provide seamless citizen engagement

Whenever and however citizens choose to get in touch – whether it’s by phone, email, webchat or social media; during the day or late at night; they’ll enjoy the same seamless experience.

The Connecting Wales multi-channel cloud-based contact centre provides citizens access to contact centre agents via their channel of choice; then Connecting Wales’ collaboration capabilities enable your agents to effortlessly engage back-office experts to provide the best resolution available for each citizen contact.

Contact Centre Solutions

Omnichannel

Citizen channel of choice

Allow citizens to get in touch however they wish - voice, email, webchat, SMS, or social media. Contact centre agents access all channels and multiple sources of information on a single interface, allowing citizen enquiries to be dealt with quickly and efficiently.

The Connecting Wales platform combines knowledge management and case management with all channels of communication in one unified platform; enabling you to maximise employee productivity and improve service quality.

Agile, Flexible Working

Anytime, anyplace, anywhere

Enabling employees and contact centre agents to work anytime, anyplace, anywhere with full mobility. Connecting Wales gives you guaranteed organisational continuity and remote working flexibility, regardless of agent location while supervisors can fully monitor and report on their employees.

Connecting Wales offers a virtual contact centre solution meaning you can continue to serve citizens from anywhere.

Self or Assisted Service

Improving citizen experiences

Self-service is now the first port of call for many citizens. The Connecting Wales Knowledge Management solutions give citizens a quick and easy way to get help; they understand what citizens are looking for and provide a superior experience at a lower cost; freeing your agents to focus on adding value to the citizen experience. Leverage artificial intelligence (AI), digital and voice chatbots, web self-service and knowledge management to create a better citizen experience and more productive agents.

Knowledge Management

AI powered

Whether it is enabling citizens to self-serve via voice or digital channels, or empowering your agents with the right information and processes; Connecting Wales offers Knowledge Management solutions that use artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.

Single Citizen View

Unified desktop experience

Connecting Wales is based on a 'single pane of glass', a single citizen view enabling swift resolutions with no need to switch screens to resolve citizen enquiries. The Omnichannel Contact Centre delivers a unified desktop experience enabling agents to provide excellent citizen service.

Delivered in the Cloud

Contact-Centre-as-a-Service

The Connecting Wales Contact Centre platform is delivered using the latest secure cloud technology. CCaaS means you can easily flex and scale your usage, ensuring you only pay for the services you are using.

Optimise citizen experiences with chatbots

Improve citizen experiences through self-service automation, reducing the pressure on your contact centre agents and giving them the time to provide additional support to your citizens that need it most.

Seamlessly integrated automated services to citizens through the use of cutting-edge technology.

Find out more

State of the Art Recording and Quality Capabilities

The Connecting Wales platform offers a range of recording and quality management solutions to maximise your citizen service standards and improve every employee's potential.

Call Recording

Fast, simple and effective recording

We offer fully customisable call recording solutions. Our call recording solution gives you the flexibility, security and ease of use, to impartially listen to the voice of your citizens, which will ultimately help you to meet their needs better.

Quality Management

Get the most out of your team

Maximise your agents' performance with our Quality Management tools. Once again, flexibility is the key, and our solution allows you to incorporate your existing KPI’s onto a scorecard based evaluation system that will help you determine your agent’s strengths and highlight any areas of improvement, quickly and efficiently.

Screen Recording

Fill in the dots to gain a bigger picture

Screen recording offers you meaningful intelligence on agent and citizen interactions. When integrated with call recording, it offers a holistic insight into your operations and activities that can be reviewed and assessed to ensure that they are streamlined and effective, enhancing your citizen experiences.

Speech Recognition

Innovate with Voice

Turn your voice data into text and unlock an innovative way to help you access, analyse and discover ways to understand the voice of your citizens. Speech recognition and analytics can help improve workflow, compliance & training needs, through automated speech recognition.

Workforce Management Solutions

With the Connecting Wales Workforce Management (WFM) solution you can optimise agent management and get citizens to the right person, with the right skill, in the right place, at the right time.

Find out more

PCI DSS compliant

We work with the industry leading secure cloud payment and data protection providers to offer secure payment solutions for Cardholder Not Present payments.

Our range of solutions enable you to take citizen payments securely by phone, by IVR or by any digital channel; whether your agents are working from the contact centre or from home.

Customisable, scalable and reliable, with 24/7 support from our dedicated service desk and 99.999% uptime.

Learn More