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Three decades of innovation in speech technology and telecommunications (Unitel)

Angola's largest mobile operator UNITEL, with more than six million customers, has commissioned CreaLog to implement a comprehensive customer care portal. In the process, CreaLog prevailed against strong international competition. To date, functions such as talent show voting, e-health information and musical messages are also part of the solution.

2009: Major order for CreaLog from Africa.

With innovative technology from Germany, UNITEL is renewing its central customer service from the bottom up. For this solution, CreaLog integrates state-of-the-art speech recognition in Portuguese and English. Text-to-Speech with Corporate Voice is used for the announcements - with the individual voice of a real person generated especially for UNITEL. CreaLog CEO Michael Kloos sees this major order from Africa as confirmation of the global orientation of his company's carrier solutions: "We are delighted to have won UNITEL, the leading Angolan telecommunications provider, as a new customer."

When choosing CreaLog, the stability and integration capabilities of the platform were particularly important to the customer. The following highlights of the solution are also convincing:

  • the simple administration via browser, which allows UNITEL to create daily announcements even with Text-to-Speech,
  • the VXML development environment, which UNITEL uses to further develop the customer care services created by CreaLog.

Valuable services from prequalification to incident management

At the heart of the CreaLog applications is the intelligent prequalification of UNITEL customers. In addition, numerous other speech recognition services are implemented:

  • Card account balance and top-up information
  • Tariff information for prepaid and postpaid
  • Information in case of cell phone loss
  • Activation of services (SMS, mobile TV and push mail)
  • FAQ services for voicemail, MMS, Internet and data services
  • Incident management services

Musical messages

After the successful start with the large VoiceBot for customer care, UNITEL has also been successfully using a CreaLog mass calling platform since 2009. In 2014, the mobile operator used this platform to market exclusive and especially low-priced smartphone packages specifically for female customers during Angolan Women's Month. Customers were also able to request three songs by well-known artist Anselmo Ralph as a musical serenade via SMS and forward them to their loved ones' phones.

Projects on many levels

Since 2016, UNITEL has been implementing several e-health initiatives on the CreaLog platform: Over 60 million SMS messages and more than four million voice messages are sent on topics such as 'Stop Malaria', 'COVID-19' and 'Road Safety'. From 2017, the Angolan company sends dynamic voice messages for the 'Mobile Midwife' project in the national languages Portuguese and Umbundu. The messages contain important information for the mother and her newborn, from hygiene and nutrition tips to reminders about the baby's next medical checkup.

Mobile voting at talent show

In 2018, the talent show 'Estrelas ao Palco' (Stars on Stage) launched, with voting by phone, SMS and the app "Idolos Angola". The system handles 2,000 SMS per second and a maximum of 2,100 parallel voice calls.

HIV/AIDS prevention through "Born free to shine"

is the title of a joint project by UNITEL, People in Need and CreaLog in 2022. As patron of this large-scale health campaign, the First Lady of the Republic of Angola, Ana Dias Lourenço, aims to drastically reduce the rate of new HIV infections among babies in her country. Under the slogan 'Born free to shine,' HIV-positive mothers are educated via voice messages on how to prevent the transmission of their HIV infection to their newborn. CreaLog has already implemented the corresponding messenger service on behalf of UNITEL in December 2021.

Download the Unitel Case Study





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