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Helping government agencies improve their communication

Using a wide range of technologies and CloudWaves extensive experience we help government agencies deliver highly effective communication systems.

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The Covid-19 pandemic is accelerating disruptive trends in the public sector

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Engagement

Combined technologies and CloudWaves extensive experience we help governments deliver highly effective communication systems.

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IT Modernisation

Replacing and upgrading aging, on premise technology to reduce risk of downtime and providing future proof solutions.

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Privacy Concerns

Growing privacy concerns over information collection and control of private data

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Change the way you engage and communicate

Get in touch with CloudWave today and let us guide you to a more efficient solution

Turn the disruption into opportunities

Using a suite of technology solutions CloudWave can facilitate you in building secure bespoke systems that allow you to efficiently and effectively disseminate targeted communications to large audiences 

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Engagement

New technology allows you to reach customers in ways not possible before. Using a mixture of SMS, email and outbound calling you can create target campaigns to reach the audience you need.

  • Promote opportunities for feedback across channels

  • Educate communities on available programs and lower barriers to entry

  • Provide timely and self-service information with automation

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Modernisation

Cloud technology is a future-proofed tech stack allowing you to systematically build features and functions as your business or services requires. Safe in the knowledge the technology will support you in the long term

  • Scale up or down on demand 

  • Launch programs quickly and make changes as needs evolve

  • Enable remote work, and virtual learning 

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Build Trust

Our range of products allows you to build deeper relationships with your clients and customers. Offering a better more personalised service to enhance the trust and relationship between both parties

  • Use accessible and preferred channels

  • Provide service and engagement through communication, not apps 

  • Enable identity verification and text to call options

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Innovative government agencies and their non-profit partners rely on us to deliver

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Features that engage your customers

Alerts

Reminders

  • Traffic Alerts

  • Election information

  • Census Participation

  • Public health annoucements

  • Medical Appointments

  • Licencing test scheduling

  • Payment reminders

  • Booking conformations

Conversations

Self-service

  • Request feedback on budgets

  • Enable interactions across public officals

  • Chatbot assitants

  • Program application support

How our clients are benefitting today

See how we have built solutions that have driven efficiencies to large Australian based businesses 

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Service NSW achieves 30% ROI year on year with CloudWave’s Elastic SIP trunking solution.

CloudWave provides Elastic SIP trunking services for Service NSW to the Genesys Cloud platform and carries approximately 12 million minutes per month.

  • What is Cloudwave Neon?
    CloudWave Neon is a fully customisable widget-driven user interface that sits on top of Amazon Connect. Neon allows you to drag, drop, and re-size tiles so an agent user interface is configured to the needs of the business whilst having access to all of the fantastic capability and reporting that Amazon Connect has to offer in a user-friendly front end.
  • What Features does Cloudwave Neon Support?
    CloudWave Neon supports both the voice and text chat channels with call recording, transcription, chat translation, natural language and analytics. Most important, our roadmap is driven in part by customer requests, and the platform evolves to include new features and channels on a regular basis.
  • What software intregrations does Cloudwave Neon Support?
    We support integrations with any open API web-based platform however, most commonly we support and integrate with the following: Microsoft Teams: Microsoft Teams is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage, and application integration Salesforce: Salesforce is a customer relationship management solution that brings customers and companies together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer. ServiceNow: ServiceNow is Cloud based platform that transforms old, manual ways of working into modern digital workflows. Employees and customers get what they need, when they need it—fast, simple, easy. Hubspot: Hubspot is a CRM that lets your entire company work together - from marketing, to sales, to customer service. Each Hub is powerful alone, but better together. Dynamix: Dynamics 365 is a CRM consisting of a set of intelligent business applications that helps you run your entire business and deliver greater results through predictive, AI driven insights. Pipedrive: Pipedrive is the first CRM platform made for salespeople, by salespeople. Zoho: Zoho is a complete end to end fully customizable CRM solution for growing businesses and enterprises Daisee: Daisee is Speech and sentiment analytics software that automates risk and quality management. Payshield: Payshield is a PCI DSS solution that integrates with your payment gateway provider and allows contact centre agents to capture payment card information over the phone compliantly and without having to break the conversation. Cyara: Cyara is the world's leading Automated Customer Experience Assurance Platform provider, helping leading brands deliver better CX with less effort, cost and time. Calabrio: Calabrio is a fully integrated customer engagement suite consisting of call recording, quality management, workforce management, analytics and advanced reporting software. Agyle Time: Agyle Time is a cloudbased work force management platform used to Intelligently forecast, schedule and monitor your workforce in real time. Message Media: Message Media is a platform that uses bulk SMS for appointment reminders, rostering & many other applications
  • How much does it cost?
    CloudWave Neon works on a pure usage model, unlike traditional platforms with monthly user licence fees. With Neon, you only pay when your contact centre agents are logged in. When they are on leave or off sick you do not pay. Our rate as published on the AWS marketplace at $0.007 USD per minute
  • How many agents will it support?
    The beauty of the cloud, the AWS technology, and the consumption model is that they grow with you, meaning Neon will support one call centre agent or 10,000 of them.
  • What support services do you offer?
    We offer a range of support services to suit your business needs. From entry-level business hours support including five moves, adds and changes per month, to complete 24x7 support with unlimited moves, adds, and changes – plus monthly customer innovation training, monthly code development and onsite support two days per month.
  • How does it reduce my call centre costs?
    Traditional call centre platforms charge a monthly license fee, meaning you pay regardless of how many hours an agent logs in. With CloudWave Neon, you pay only for usage. If an agent is off sick or on leave, you will not pay for that time. In comparison, a standard contact centre licence from a direct competitor starts at $150.00 per month. On our usage model, an agent logged in for 6.5 hours per day for 21 days per month equals $57.33 USD (billed in AUD), roughly $84.24 AUD, so, in this example, without factoring in absenteeism, you’ve already saved over 40 percent on licence costs alone.
  • How long is implementation?
    A standard CloudWave Neon implementation can be up and running in three to four weeks. If there are significant integration needs and customisation, the implementation process may take longer.
  • Does the system support remote working?
    CloudWave Neon is accessible from any location with a stable and secure Internet connection meaning you have instant business continuity and work-from-anywhere capability.
  • Does Neon support local and international calling?
    The AWS backend brings a worldwide carrier network to our platform meaning you can be operational across the globe in multiple countries and time zones
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CloudWave helped Fortescue Metals improve audio quality across all sites and reduced telco charges by 50%

  • What is Cloudwave Neon?
    CloudWave Neon is a fully customisable widget-driven user interface that sits on top of Amazon Connect. Neon allows you to drag, drop, and re-size tiles so an agent user interface is configured to the needs of the business whilst having access to all of the fantastic capability and reporting that Amazon Connect has to offer in a user-friendly front end.
  • What Features does Cloudwave Neon Support?
    CloudWave Neon supports both the voice and text chat channels with call recording, transcription, chat translation, natural language and analytics. Most important, our roadmap is driven in part by customer requests, and the platform evolves to include new features and channels on a regular basis.
  • What software intregrations does Cloudwave Neon Support?
    We support integrations with any open API web-based platform however, most commonly we support and integrate with the following: Microsoft Teams: Microsoft Teams is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage, and application integration Salesforce: Salesforce is a customer relationship management solution that brings customers and companies together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer. ServiceNow: ServiceNow is Cloud based platform that transforms old, manual ways of working into modern digital workflows. Employees and customers get what they need, when they need it—fast, simple, easy. Hubspot: Hubspot is a CRM that lets your entire company work together - from marketing, to sales, to customer service. Each Hub is powerful alone, but better together. Dynamix: Dynamics 365 is a CRM consisting of a set of intelligent business applications that helps you run your entire business and deliver greater results through predictive, AI driven insights. Pipedrive: Pipedrive is the first CRM platform made for salespeople, by salespeople. Zoho: Zoho is a complete end to end fully customizable CRM solution for growing businesses and enterprises Daisee: Daisee is Speech and sentiment analytics software that automates risk and quality management. Payshield: Payshield is a PCI DSS solution that integrates with your payment gateway provider and allows contact centre agents to capture payment card information over the phone compliantly and without having to break the conversation. Cyara: Cyara is the world's leading Automated Customer Experience Assurance Platform provider, helping leading brands deliver better CX with less effort, cost and time. Calabrio: Calabrio is a fully integrated customer engagement suite consisting of call recording, quality management, workforce management, analytics and advanced reporting software. Agyle Time: Agyle Time is a cloudbased work force management platform used to Intelligently forecast, schedule and monitor your workforce in real time. Message Media: Message Media is a platform that uses bulk SMS for appointment reminders, rostering & many other applications
  • How much does it cost?
    CloudWave Neon works on a pure usage model, unlike traditional platforms with monthly user licence fees. With Neon, you only pay when your contact centre agents are logged in. When they are on leave or off sick you do not pay. Our rate as published on the AWS marketplace at $0.007 USD per minute
  • How many agents will it support?
    The beauty of the cloud, the AWS technology, and the consumption model is that they grow with you, meaning Neon will support one call centre agent or 10,000 of them.
  • What support services do you offer?
    We offer a range of support services to suit your business needs. From entry-level business hours support including five moves, adds and changes per month, to complete 24x7 support with unlimited moves, adds, and changes – plus monthly customer innovation training, monthly code development and onsite support two days per month.
  • How does it reduce my call centre costs?
    Traditional call centre platforms charge a monthly license fee, meaning you pay regardless of how many hours an agent logs in. With CloudWave Neon, you pay only for usage. If an agent is off sick or on leave, you will not pay for that time. In comparison, a standard contact centre licence from a direct competitor starts at $150.00 per month. On our usage model, an agent logged in for 6.5 hours per day for 21 days per month equals $57.33 USD (billed in AUD), roughly $84.24 AUD, so, in this example, without factoring in absenteeism, you’ve already saved over 40 percent on licence costs alone.
  • How long is implementation?
    A standard CloudWave Neon implementation can be up and running in three to four weeks. If there are significant integration needs and customisation, the implementation process may take longer.
  • Does the system support remote working?
    CloudWave Neon is accessible from any location with a stable and secure Internet connection meaning you have instant business continuity and work-from-anywhere capability.
  • Does Neon support local and international calling?
    The AWS backend brings a worldwide carrier network to our platform meaning you can be operational across the globe in multiple countries and time zones

Underpinned by the Twilio supernetwork and elastic SIP services, CloudWave tailored a service for Fortescue Metals Group (FMGL) approached CloudWave with the following challenges:

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Start with alerts to drive awareness, progress to conversations and feedback

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Alerts

Over SMS, Voice and e-mail - Keep residents informed of public service announcements and program updates

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Reminders

Through SMS-based scheduling and reminders - Reduce no-shows and improve program participation 

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Self-Service

Through chatbots and interactive voice response – Program applicants answer common questions and fill out required forms

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Conversations

Through SMS and webchat with automated workflows – Easily escalate unique questions to staff 

Using a broad range of technology products and CloudWaves year s of experience in delivering world-class customer experience solutions we can partner with you to deliver systems that enhance customer satisfaction and deliver rapid ROI. 

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