Case Studies

Unitymedia Logo


Peter Baumhöfner
Manager Unified Communications & Network Technologies

"The dynamic and flexible cooperation in the project was the key to the jointly developed success. The easily understandable offers and clean specifications also contributed significantly to meeting the high internal requirements for the new solution. CreaLog has done an extremely precise preliminary work here."

Innovative VoiceBot increases customer satisfaction

Evolution in customer service - from Voice Portal to VoiceBot

Unitymedia has already been using a comprehensive CreaLog voice portal since 2012. Within a clearly defined menu structure, a multitude of customer requests were identified by speech recognition and finally processed in self service. As part of Unitymedia's initiative "Digital as a Service" (DaaS), the voice portal was to be used to handle a much larger number of requests in order to further increase user numbers and customer satisfaction.

The boundaries of fixed menu structures

When callers have to listen to and remember the various menu items in a voice portal, the short-term memory is put to the test. Too many levels and options can quickly lead to frustration and, in the worst case, to the termination of the call.

More than four menu items per level are generally regarded as no longer user-friendly, so they should be avoided at all costs. However, companies like Unitymedia offer a wide range of products and services for TV, Internet, telephone and mobile telephony with a variety of combination packages for business and private customers, right up to network connections for property developers and local authorities.

Accordingly, customers have many reasons to call. And this multitude of concerns can no longer be handled in a customer-friendly manner via a rigid, menu-driven voice portal.

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