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
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.
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.
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.
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.