With the national women's charity Women's Aid, enterprise communications business DigitalWell-based has agreed on a project. Through technological advancement, the relationship will allow the charity to increase support for all women, even those who don't understand English, and will provide a streamlined experience for those who will eventually need Women's Aid's assistance.

Modern Genesys Cloud CX technology will be implemented in conjunction with team assistance for the migration to the new systems by Digitalwell and Women's Aid. The updated contact centre setup and functionality, webchat and web messenger roll-out, and Genesys Cloud Chat Translator Blueprint will all be part of the new system.

The charity will be able to support different languages thanks to this chat-based translator, which will work in conjunction with an online tool to boost help for domestic violence victims in Ireland, regardless of their native tongue.

As part of the agreement, Digitalwell has agreed to pay for all Women's Aid's outbound and inbound calling expenses, making it absolutely free for callers to make either type of call.

Women's Aid provides amazing assistance to victims of domestic violence, according to Albert Keating, Head of CX Solutions for Digitalwell. Any language obstacles the team has previously encountered will become immediately more manageable with the use of these new contact centre technologies and the Genesys Cloud CX system.

“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.”

The organisation assists domestic violence victims and serves as a resource for information and assistance to spread awareness of the problem. Safe Ireland stated in February 2021 that, from September to December 2020, at least 2,018 women and 550 children in Ireland requested support from a domestic violence service per month on average.

The 26.906 contacts made with Women's Aid frontline services in Ireland, including the 24-hour National Freephone Helpline and its Face-to-Face support services in Dublin, are detailed in the Women's Aid Annual Impact Report 2021. The charity, however, is certain that the improved translation technology will enable them to assist more women who require the service but cannot previously communicate with them owing to linguistic or technological difficulties.

"Unfortunately, we continue to see a rise in the demand for our service, but with the addition of the cost-of-living issue, we need to be as ready as we can be to assist women when they most need it, said Linda Smith, manager of the 24 hour National Freephone Helpline. The work that Digitalwell will carry out with us will be crucial in assisting us in digitally streamlining the work we perform and enabling our team to provide assistance to those who require it as soon as feasible.

“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.”

Our collaboration with Digitalwell on the adoption of the latest communication and translation technologies will provide us the digital capacity to help more women in a more effective and efficient manner.

The Genesys Cloud Chat Translator Blueprint technology will be ready to enable call-handling teams by March 2023. Digitalwell will complete the entire programme of work over the following three months.