Every Request Captured. Every Next Step Controlled
Your Service Desk is where your customers report problems, request support and judge your organisations ability to respond.
Waynua provides a structured, Ai enabled service desk that becomes the first point of contact for your customers, clients and service users - during the day, out of hours or 24/7/365.
Our Dublin based agents identify why the customer is contacting you, follow your agreed procedures, capture the correct information and progress every request towards the appropriate resolution, despatch or escaaltion.
More than answering calls. We help manage the complete customer -support process.
Let's TalkEmpowering...
Managed Customer Contact.
One Dependable First Point of Contact.
Waynua can manage customer requests across telephone, email and webchat, providing on consistent first point of contact for your organisation.
Our agents identify the customer, establish what has happened and create a complete service record. Depending on your agreed processes, we can provide information, resolve the query, create or update a ticket, arrange a service response or escalate the issue.
Customers receive a clear explanation of what will happen next, while your internal teams receive the accurate information they need to act.
A consistent customer experience from initial contact to the agreed next step.
Get QuoteStructured SOP's and Triage
The Right questions lead to the right response.
A successful service desk needs more than a general call script.
Waynua converts your service procedures, customer commitments and operational knowledge into structured, guided workflows. Our Agents are prompted to ask the appropriate questions, capture mandatory information and determine the correct response for each request.
Issues can be classified by customer, location, service, product, urgency and operational impact- allowing critical matters to be prioritised while routine requests are resolved or scheduled appropriately.
Better information, consistent decisions and few unnecessary escalations.
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Dispatch & Escalation Management
We manage the handover- not just the message.
When a request requires an operational response, Waynua follows your agreed dispatch, rota and escalation procedures.
We contact the appropriate employee, engineer, contractor or on call person based on the issue type, location, priority and time of contact. Where acknowledgement is required , we continue through the agreed escalation pathway until the response is confirmed.
Every action and contact attempt is documented , creating a clear record of how the request was handled.
The correct issue sent to the correct person - with the response confirmed.
More info...Connected Systems Knowledge
Once Service Process Across Every platform.
Waynua can work within our existing CRM, Ticketing, CAFM or field-service management system , subject to access and integration requirments.
Our agents can create and update tickets, check existing requests, capture customer information and record outcomes within the agreed service environment.
Our Agent Enablement Platform also brings your procedures, customer information, knowledge resources, and escalation rules together- giving agents the guidance they need to deliver a consistent response on every interaction.
Reduce Duplication, improve information accuracy and maintain one reliable service record.
More info...Waynua Connect
Turn Service Conversations into Operational Improvement.
Traditional reports tells you how many interactions were received. Waynua Connect helps explain why customers contacted you, how their requests were handled and where service problems are developing.
Our Call Analysis Dashboard classifies demand by customer, location, service type, issue, urgency, outcome, and escalation requirement. This highlights repeat contacts, recurring problems, response performance, information gaps and potential SLA risks.
Our Waste Audit then identifies avoidable demand, unnecessary transfers and processes that are creating additional effort. These findings can be used to improve SOP's, increase First Contact Resolution, and identify appropriate opportunities for automation.
Understand the demand. Identify the Cause. Improve the Process.
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