Case Studies

Customer Care Voice Portal / Televote

• Information of card account status
• Enquiries of credit balance (prepaid) and credit expiry dates plus top-up procedures
• Prepaid and postpaid tariff information
• Blocking of SIM cards and/or telephones (automated or via call center)
• Service activation – text messaging, MMS, mobile TV and push mail
• Request configuration SMS for the automatic setting of phones for SMS and MMS
• Connection to the agent in the call center

The technology behind the Unitel solution

Redundantly designed and networked, the CreaLog Voice Portal for the Unitel customer service initially provided 2,400 channels. It is connected via SS7 to an Ericsson Mobile Switching Center (MSC) and has a multilingual speech recognition component as well as Text-To-Speech (TTS).

The redundantly setup system architecture is distributed over two locations. Network management is based on SNMP. To help Unitel create new speech dialogs, test and development systems have also been made locally available.

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