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Rota & Escalation Management

We don't just pass on calls. We manage the repsonse.

Once an incident requires escalation, Waynua manages the agreed response process.

We contact the correct on call person or contractor based on location, service type, priority and time of day. If the nominated person on call fails to respond within the agreed timeframe, the issue automatically progresses through the back up escalation path.

Every contact attempt, acknowledgement and escalation is recorded, giving you a clear audit trail and helping you demonstrate that contractual response procedures were followed.

The correct person contacted, the response confirmed, and the process documented.

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Connected Systems and Knowledge

Your Processes, Systems and Building Knowledge - Connected 

 

Waynua can work within your existing ticketing, CAFM, CRM or field service environment, subject to system access and integration requirments.

Our Agent Enablement Platform brings your building information , client instructions, emergency procedures, contractor details,  and escalation rules together into one controlled service environment.

This gives agents the right guidance during every interaction and helps us ensure the same process is followed regardless of who answers the call, or when it is received.

Consistent Service support by structured knowledge and intelligent technology.

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Blog

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Plan for Success: Support Strategic Planning with Waynua Process Creator

Support Strategic Planning with Waynua Process Creator

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Empower Your Team: Boost Autonomy with Waynua Process Creator

Boost Autonomy with Waynua Process Creator

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Save Smart: Achieve Cost Savings with Waynua Process Creator

Achieve Cost Savings with Waynua Process Creator

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Mitigate Risks: Strengthen Risk Management with Waynua Process Creator

Strengthen Risk Management with Waynua Process Creator

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Consistency is Key: Enhance Customer Satisfaction with Waynua Process Creator

Enhance Customer Satisfaction with Waynua Process Creator

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Grow Seamlessly: Facilitate Scalability with Waynua Process Creator

Facilitate Scalability with Waynua Process Creator

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Never Settle: Drive Continuous Improvement with Waynua Process Creator

Drive Continuous Improvement with Waynua Process Creator

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Preserve Wisdom: Retain Knowledge with Waynua Process Creator

Retain Knowledge with Waynua Process Creator

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Smooth Transitions: Revolutionize Training with Waynua Process Creator

Revolutionize Training with Waynua Process Creator

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Streamline Success: Boost Efficiency with Waynua Process Creator

Boost Efficiency with Waynua Process Creator

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The Benefits for SMEs of Outsourcing Call Centre Services

As your business beings gathering more attention and your revenue starts to grow, there may be a need to consider outsourcing call centre services.

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The Importance of Database Cleansing to Ensure GDPR Compliance

Database cleansing is the process of identifying and correcting any inaccurate, incomplete, irrelevant or duplicate data. It is not only a way to maximise the accuracy of the data in a system. But it also brings consistency across the database.

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The Benefits of Reducing Average Handling Time

Average handling time refers to a metric used by call centres to estimate the total average call duration of an interaction between a call agent and a customer.

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The Importance of Using a Diary Management Service

Behind every successful business is an efficient and organised diary management service and system.

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First Point of Contact

What is the First Point of Contact and why should your business avail of it.

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Is the change permanent?

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Welcome to waynua

24 Hour Service

Human First, AI Engineered Outsourced Customer Service - Built to outperform In-House

 

We provide outsourced Customer Service, Tech Support and Service Desks. Whether you need reliable Out of Hours Call Handling or want to transform your entire customer service operation - Waynua delivers.

For some clients, we're the 24/7 front line.

For others, we run their full customer service operation - built on AI , Real Data, and Continuous Improvement. Either way, we deliver - Live Agents, Proven Processes, Measurable Results.

 

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Complete Service Desk Support

From First Contact to Confirmed Response.

 

Waynua becomes the dependable first point of contact for your clients, building occupants, suppliers, and contractors.

Our agents do more than just take a message. They capture the correct information, identify the building and service affected, apply your agreed procedures and progress the issue to the next appropriate step.

Whether the requirement is to provide information, create a ticket, contact a contractor, or escalate a critical incident, every interaction is handled consistently and fully documented.

Daytime, Out of Hours, or a complete 24/7/365 service desk coverage.

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Operational Intelligence

See what is really happening across your portfolio.

 

Every customer interaction contains valuable operational information.  

Waynua Connect converts FM conversations into structured, reportable data - showing why people are contacting you, which buildings generate the most demand, what issues repeatedly occur and where delays or unnecessary call outs are arising.

Instead of receiving a list of calls, your management team gains a clearer view of service demand, recurring faults, response performance, and opportunities for improvement.

Turn every day service desk activity into actionable portfolio intelligence.

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Give your customers what they actually want.

Fast Answers. Friendly Agents. No hassle.

At Waynua, we deliver service that feels personal - built on real data and powered by real people.

Smarter Support = Happier Customers 

Our agents are trained on your products and services - and guided by AI to deliver the right answers quickly.

We're available across phone, email, chat - 24/7/365 if needed.

Every interaction is built around what your customers really need.

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How cx can drive business

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Empowering...

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waynua

Unit E2 Nutgrove Office Park, Rathfarnham, Dublin 14.

D14 W2Y4

 

Talk to us

General Enquiries

hello@waynua.ie

+353 1 291 6010

Careers

joinus@waynua.ie

+353 1 291 6010

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News List

Latest News

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Resource Centre

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Resource Centre

News, Views & Information

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Guides
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Product Guides

Email

Email Management

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Telephone Receptionist

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Critical Alert Management

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Voice IVR

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Social Media Monitoring

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SMS Connect

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Multichannel

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Voice Bot

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Web Chat & Bots

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Integration, Hooks & APIs

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Co - Browse

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Meet us

The waynua team

Ken

Ken Colley

Managing Director

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Nicky

Nicky O'Brien

Call Centre Manager

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MichelleODonnell

Michelle O'Donnell

Head of Operations

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waynua

Stats

250 Live Customers
10+ Years Average Customer Relationship
52 Years Serving Business

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Industry Type

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You can tell a business by the companies it keeps

Over 250, Long Standing Customers

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Quick Answers by Live Agent or Automation

If shoppers are happy, business is growing.

Keep shoppers happy by answering their questions quickly and efficiently. Whether it’s through a live agent call or a Waynua Web Bot, a unified knowledge base is supplied and maintained by Waynua.

As a result, shoppers get help right where they already are.

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Intelligent Triage

The Right Response for every Issue.

 

Not every facilities issue requires an immediate contractor call out.

Waynua uses structured FM- specific scripts and decision trees to establish the nature, location, impact and urgency of every request. Calls can then be classified as critical, urgent, routine or suitable for next working day follow up.

This helps prevent unnecessary call outs, protects you on call teams and ensures genuine emergencies receive immediate attention.

Better Questions. Better Decisions. Fewer unnecessary Call Outs.

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Communicate at Scale

Make it 24 Hour

Reach new heights. Let your customers reach out to you effortlessly through whatever channel works best for them and at the time they want – Voice, Email, Chat, Text or BOT.

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Continuous Improvement

Reduce Waste. Improve Service. Protect your Contracts.

Waynua helps you understand not only how many contacts you receive, but what is causing them.

Our analysis can identify repeat contacts, incomplete information, avoidable call outs, process gaps and recurring building or contractor issues. We then use these findings to strengthen your SOP's , improve information capture, and reduce unnecessary workload.

The result is a service desk that becomes more efficient and more valuable over time- supporting stronger client relationships, better contractor performance, and more informed operational decisions.

Move from Reactive call handling to measurable service improvement.

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