News26 July 2023

Three decades of innovation in voice technology and telecommunications (Swisscom)

These highlights capture the success of the long-standing partnership between Swisscom and CreaLog: Swiss TV and radio audiences can take part interactively in TV shows and radio programs by phone – thanks to the CreaLog platform TeleVote 2.0. Emergency calls, however, are a more serious matter.

2010: Swisscom and CreaLog set the standard in Europe

Switzerland's largest multichannel voting platform

The successful collaboration between CreaLog and Swisscom dates back to 2010, when Swisscom AG commissioned CreaLog to provide a particularly powerful voice recognition platform. With TeleVote 2.0, CreaLog developed Switzerland's largest multichannel voting platform. Since 2013, it has allowed viewers and listeners to take part in interactive call-in formats by voice, SMS and web. Thanks to technology networked across all cantons, TV votes involving several hundred thousand calls and text messages, among other things, are possible within the short time windows of the broadcasts.

With Europe's most advanced emergency call system, no call goes unanswered

Switzerland is also a genuine pioneer in emergency communications. Since 2015, anyone dialing the emergency number for police or fire services here has been connected to the nearest responsible dispatch center, regardless of whether they call from a landline or a mobile phone. If a Public Safety Answering Point (PSAP) is temporarily overloaded during a serious accident or fire, CreaLog's ‘Dynamic Routing’ ensures that no emergency call goes unanswered. In that case, the call is forwarded to a PSAP in another canton.

Europe's first network-based service for Mobile Voice Recording

What launched in Switzerland in 2015 soon won over telcos across Europe: CreaLog's Mobile Voice Recording. Thanks to this solution, developed together with Swisscom, all internal and external phone calls between companies and their customers can be securely encrypted, recorded and archived – across both fixed-line and mobile networks as well as electronic correspondence (SMS). The service initially satisfied the recording and archiving requirements of the Swiss Financial Market Supervisory Authority (FINMA), and later the corresponding statutory requirements of the EU.

One platform – many solutions

CreaLog's solutions at Switzerland's largest telco (with a market share of more than 50 percent) are easy to use and offer clear benefits to both end customers and businesses alike:

Mass Voting for Televote and call-in campaigns on Swiss TV and radio stations
Emergency Call Routing: intelligent emergency system in German, Italian and French
Enterprise IVR: VoiceBots for alerting systems, network-based call queuing and other voice services
Mobile Call Recording: legally compliant recording of phone conversations between banks and their customers across fixed-line and mobile networks
Messaging Server: secure gateway for third-party bulk SMS/MMS distribution
Media Resource Function (MRF): audio is delivered directly within Swisscom's intelligent network via a content management system (CMS) for service numbers, tariff announcements or jingles.

You can find the complete Swisscom case study at:

Download the Swisscom case study