Intelligent Network
Resilient, secure connectivity across branches, member payments, and back-office systems, built to hold up under Central Bank scrutiny of your outsourcing arrangements, not just under normal load.
Connectivity & Contact Centre built around Central Bank & DORA requirements
From resilient connectivity to AI agents that handle routine member queries, DigitalWell keeps Credit Unions running and structures the outsourcing relationship around the Central Bank and DORA obligations you already face.
Downtime and audit gaps carry board-level consequences for Credit Unions
Network downtime results in a series of service failures that can trigger a board-level incident reporting requirement. A supplier who can't produce an audit trail on request isn't just inconvenient; it's a compliance gap the Central Bank can act on today.
DigitalWell supports Credit Unions across three areas that keep branches, contact centres, and back office running, backed by a supplier relationship built around the outsourcing obligations you're already required to meet.
How DigitalWell helps Credit Unions
Customer Experience
Contact centre solutions that handle member queries at volume, balance checks, loan status, card blocking, and branch hours, without a queue members give up on.
Smart Workplace
One platform connecting branch staff, area managers, and head office, instead of a patchwork of phone systems across locations.
Connectivity service built specifically for Credit Unions
The Central Bank of Ireland regulation requires documented risk registers, regular board reporting, and oversight of third-party suppliers. Its Cross-Industry Guidance on Operational Resilience applies to Credit Unions in full, and DORA’s transitional exemption for Credit Unions ends 17 January 2028. Most suppliers leave you to work out what that means for your outsourcing agreement. We’ve built the offer around it.
No platform migration. No rip-and-replace of your existing phone system. The network you're already on becomes intelligent, and AI Voice Agents run on top of it.
A documentation pack on the schedule your board needs
Corporate and data-location statements, financial and security posture, SLA/KPI performance, and incident logs, delivered against the cadence the Credit Union Handbook expects, so your annual outsourcing review is never a scramble.
Proven access, not just a clause
Your team, your auditors, and the Central Bank can test that access to our data and premises works, not just read a clause that says it should.
Joint continuity testing
Business continuity and disaster recovery testing integrated with your own BCP test, run together rather than as two exercises you have to reconcile.
A structured incident process, ready before you need it
Incidents classified against a defined process with a working notification clock, so a Central Bank notification deadline is never the first time the process gets used.
Community Access
Get threat indicators shared across our Credit Union customers, so an attack detected at one Credit Union can help protect every other one within minutes, a concrete answer to DORA's threat-intelligence pillar years ahead of the deadline.
8-9 September 2026 | Slieve Russell Hotel, Ballyconnell, Co. Cavan
Meet us at CUMA's Autumn Conference
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Resolve routine member calls without an agent
Credit Union contact centres field the same calls, over and over: balance enquiries, loan status, card blocking, and branch hours. DigitalWell Voice AI Agents complete these calls end-to-end, without a member waiting in a queue or an agent repeating the same answer.
Balance and account queries, without an agent
"What's my balance" and "has my payment cleared" are high-volume, low-complexity calls. AI Voice Agents pull live account data and answer directly, 24/7.
Card blocking, handled immediately
A lost or stolen card is time-sensitive. The AI Voice Agent verifies the member and blocks the card on the call, no hold music, no transfer.
Identity verification before the call reaches an agent
For loan queries, account changes, or balance-linked requests, callers are verified automatically; agents start the conversation instead of starting security checks.
Loan status and application updates
Members chasing an application don't need to wait for a callback. AI Voice Agents check status against live data and answer immediately.
Optimise branch hours and general enquiries
Branch hours and general enquiries move off the phone queue without ever reaching a person.
Every call turned into structured, auditable data
Interactions are transcribed, summarised, and logged automatically, the same audit trail your outsourcing obligations require, generated as a byproduct of normal service rather than a separate compliance task.