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Every member call answered.

Resilient connectivity, a contact centre that clears routine member calls, and a supplier relationship structured around your Central Bank and DORA obligations. One provider, built around how Credit Unions are regulated.

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llustration of a Credit Union branch interior with service counter and back office

Small teams.
Big regulatory obligations.

Credit Unions run with lean teams, but Central Bank and DORA obligations don’t scale down with headcount. An outage, a missing audit trail or a queue that won’t clear quickly becomes a board-level problem.

 

An outage becomes a board matter

When connectivity drops across branches, member payments or the contact centre, it isn’t just an inconvenience. Service failures can trigger a board-level incident reporting requirement, and the clock starts straight away.

Credit Union service officer calling support during a branch system outage

Connectivity built around how Credit Unions are regulated

Central Bank of Ireland regulation requires documented risk registers, regular board reporting and oversight of third-party suppliers. The Cross-Industry Guidance on Operational Resilience applies to Credit Unions in full, and DORA’s transitional exemption for Credit Unions ends on 17 January 2028. Most suppliers leave you to work out what that means for your outsourcing agreement. We’ve built the service around it.

A board-ready documentation pack

Corporate and data-location statements, financial and security posture, SLA and KPI performance, and incident logs, delivered on the cadence the Credit Union Handbook expects, so your annual outsourcing review is never a scramble.

Access you can test, not just a clause

Your team, your auditors and the Central Bank can test access to our data and premises, not just read a contract clause that says they should have it.

Joint continuity testing

Business continuity and disaster recovery tests run alongside your own BCP test, not as two separate exercises you have to reconcile.

An incident process that's ready before you need it

Incidents are classified against a defined process with a running notification clock, so a Central Bank deadline is never the first time the process gets used.

Shared threat intelligence

Threat indicators are shared across our Credit Union customers, so an attack detected at one Credit Union helps protect the others within minutes. It's a practical answer to DORA's threat-intelligence requirements.

Credit Union enterprise communication benefits

Resolve routine member calls without an agent

Balance checks, card blocking, loan status and branch hours: high-volume, rules-based calls, completed on the call rather than logged for later.

01Balance and payment queries−

“Has my payment cleared?”

AI Voice Agents pull live account data and answer balance and payment queries directly, 24/7.

02Card blocking+

“I’ve lost my card.”

Verifies the member and blocks the card on the call, with no hold music and no transfer.

03Identity verification+

“I need to talk about my loan.”

Callers are verified automatically before anything account-linked happens, so calls that need a person arrive pre-verified.

04Loan status updates+

“Where’s my loan application?”

Checks the application against live data and answers straight away, instead of a callback later.

05Branch hours and general enquiries+

“What time does the branch close today?”

Opening hours, locations and other simple questions are answered on the call, so they never join the queue.

06Every call logged and auditable+

“Can I get a record of that?”

Every call is transcribed, summarised and logged automatically, giving you the audit trail your outsourcing obligations require.

 

Recorded demos

Hear how an AI Voice Agent handles a call

Natural conversation, live system lookups and secure payment in a single call. The demos aren’t Credit Union scenarios, but the building blocks are the same ones behind balance checks, card blocking and loan updates.

Three recordings: a general enquiry, a payment across integrated systems, and a purchase.

Hear the demos

How DigitalWell helps Credit Unions

Intelligent Network icon

Intelligent Network

Resilient, secure connectivity across branches, member payments and back-office systems, built to stand up to Central Bank scrutiny as well as everyday load.

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Customer Experience icon

Customer Experience

Contact centre solutions that handle member queries at volume, from balance checks and loan status to card blocking, without a queue members give up on.

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Smart Workplace icon

Smart Workplace

One platform for branch staff, area managers and head office, replacing a patchwork of phone systems across locations.

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Frequently asked questions

How does DigitalWell support our Central Bank and DORA outsourcing obligations?

The service is structured around them: a documentation pack delivered on the cadence your board and the Credit Union Handbook expect, access to our data and premises that your auditors and the Central Bank can test, joint continuity testing with your own BCP, and a defined incident process with a running notification clock. DORA’s transitional exemption for Credit Unions ends on 17 January 2028, so this is set up well ahead of the deadline.

What member calls can an AI Voice Agent handle?

Routine, high-volume calls: balance and payment queries, card blocking, loan status updates, branch hours and general enquiries. Callers are verified automatically before anything account-specific is discussed, and calls that need a person are passed to your team.

Do we need an AI Voice Agent to work with DigitalWell?

No. Many Credit Unions start with connectivity or telephony and add AI Voice Agents later. DigitalWell covers three areas: Intelligent Network, Customer Experience and Smart Workplace, and you can take one, two or all three.

Where is member data held?

Corporate and data-location statements are part of the documentation pack, so your board and auditors have it in writing. Talk to our Credit Union team for the detail that applies to your set-up.

Will it work with our existing systems?

AI Voice Agents use live data from the systems you already run, which is how they answer balance, payment and loan queries on the call. We’ll confirm integration with your core banking and card platforms during scoping.

How do we get started?

Talk to our Credit Union team. We’ll look at your current call volumes, connectivity and outsourcing documentation, and show you where the quickest wins are.

Ready to see this working for your Credit Union?

Get in touch