Woman holding a phoneA partnership between enterprise communications, consultancy, and technology transformation expert, DigitalWell, and the national women’s domestic abuse charity, Women’s Aid, is set to enhance the experience for all those who need the charity’s support –  including those that are not English-speaking.

With domestic violence historically rising significantly during the festive period, the project will deliver training, system testing and roll-out of Genesys Cloud CX technology that will digitally transform communications and eliminate language barriers at a time when it is desperately needed.

The new system will include upgraded contact centre configuration and capability, web chat and web messenger roll-out, along with the Genesys Cloud Chat Translator Blueprint.

Specifically, the new automatic language translation functionality will allow the front-line call team to support multiple languages, increasing their capability to deal with more victims of domestic violence in Ireland.

Digitalwell will not only work with Women’s Aid to support the team as they migrate to the new systems, but has also agreed to cover the full cost of inbound and outbound calls. Crucially for the charity, this offers a significant saving, allowing them to allocate the funds to other areas in need.

Albert Keating, Head of CX Solutions for Digitalwell said, “Women’s Aid offers amazing support to victims of domestic abuse. With the roll-out of these new contact centre technologies and Genesys Cloud CX system, any language barriers the team have faced in the past will instantly become easier to navigate. The chat translation assistant will support call handlers, across all digital and communications channels, allowing them to quickly help those women who do not have English as their first language. We are incredibly proud to be partnering with Women’s Aid in their untiring efforts to support women and children experiencing domestic violence.” 

Women’s Aid works with victims of domestic abuse and is a source of education and support that raises awareness for the issue. In February 2021, it was reported by Safe Ireland that, on average, at least 2,018 women and 550 children accessed support from a domestic violence service each month from September to December 2020 in Ireland. The Women’s Aid Annual Impact Report 2021 details the 26,906 contacts made with Women’s Aid frontline services in Ireland including the 24hr National Freephone Helpline and its Dublin-based Face-to-Face support services last year.

Linda Smith, 24hr National Freephone Helpline Manager, believes the expanded translation technology will ensure that it can support more women that need the service but have been previously unable to communicate with them due to language or technology barriers.

Sadly we see a consistent increase in the need for our service but with the addition of the cost-of-living crisis we need to be as prepared as we can be to help women when they need us most,” she said. “The work Digitalwell will do with us will be instrumental in helping us to digitally streamline the work we do and enable our team to get help to people that need us, as quickly as possible. We want to be able to support as many women as possible. As Ireland has become more multicultural, so has the need for language translation services at Women’s Aid, enabling us to better support non-English-speaking women. We are also witnessing an increase of contacts via website chat and SMS as it eliminates the fear of being overheard by an abuser.”

Partnering with Digitalwell on the implementation of the new communication infrastructure and translation technologies will truly empower us digitally to support more women, more effectively and efficiently.“

Digitalwell will be delivering the full program of work over the next three months, with the Genesys Cloud Chat Translator Blueprint technology ready to support call-handling teams by March 2023.

About DigitalWell

DigitalWell is a leading provider of enterprise communications, consultancy, and technology transformation services.  Formed in 2007, DigitalWell differentiates itself on its holistic, customer experience-centric approach, while simultaneously providing a secure digital environment for its clients to collaborate in, all while improving communication and connectivity across a myriad of platforms. DigitalWell harnesses technologies to enable clients to continually anticipate and exceed their customer expectations regardless of where those customers are, where their clients’ personnel are working from, or how they interact. With ISO 27001 accreditation and VMware Cloud Verified certification, DigitalWell serves over 3,000+ public and private-sector enterprise clients globally.  It employs 230+ people in over 20 locations.

About Women’s Aid

Women’s Aid is a national frontline organisation working to prevent and address the impact of domestic violence and abuse including coercive control, in Ireland since 1974. They do this by advocating, influencing, training, and campaigning for effective responses to reduce the scale and impacts of domestic abuse on women and children in Ireland and providing high quality, specialised, integrated, support services including the 24hr National Freephone Helpline 1800 341 900 and the Instant Message Support Service www.womensaid.ie, mornings and evenings, 7 days a week.