Case Study: UNITEL S.A. achieves more efficient, bilingual customer care with Dialogic and CreaLog

CreaLog Voice Portal Serves Over 7 Million UNITEL Customers in Angola

UNITEL S.A., Angola’s leading mobile operator with more than seven million subscribers, needed a better way to handle huge volumes of routine customer calls. Its call center lacked an automated voice response system, useful reporting, and efficient call routing, while many agents were tied up answering simple questions instead of supporting more complex needs. Dialogic was part of the solution foundation, with Dialogic® CG Series Media Boards and TX Series SS7 Boards used in the voice portal infrastructure.

CreaLog implemented a bilingual Voice Portal for UNITEL using Dialogic hardware to automate self-service queries, provide 24/7 access in English and Portuguese, and enable smarter call routing and management statistics. As a result, UNITEL improved call center efficiency without adding agents, increased agent productivity and customer satisfaction, and gained valuable reporting for the first time on call volume and service usage.

UNITEL S.A.