International Infobusiness Case Study: How UniTalk Became a Unified Communication Management Center
International infobusiness grows rapidly, but with scale comes a challenge: managing customer communications becomes increasingly difficult. Calls, messages on Instagram and Telegram, follow-ups after webinars — usually, these exist in parallel, creating chaos for managers and leading to lost revenue.
This was exactly the challenge faced by an international educational project operating across multiple countries.
The Problem: High Lead Volume — Zero Control
The client had steady lead generation, but the lack of a centralized system hindered effective processing:
- Channel Chaos. Inquiries came via phone and messengers simultaneously. Interaction history was fragmented, and dialogues were often lost.
- International Calling Hurdles. Due to technical limitations of previous solutions, numbers often ended up in spam, and poor audio quality interfered with consultations.
- Lost Leads Post-Webinars. During peak loads, managers physically couldn’t call everyone back in time, causing “hot” leads to lose interest.
- Lack of Analytics. The manager couldn’t objectively assess the efficiency of the team or understand where the sales funnel was breaking down.
UniTalk as a Communication Management Center
The client sought a way to build a system where every contact is recorded and processed in a single environment. At this stage, the company decided to unify all scattered tools on the UniTalk platform to gain full control over their business processes.
“We were looking for a solution that would allow us to scale without being tied to physical offices. UniTalk provided us with stable communication with customers worldwide and combined all chats in one window. This allowed managers to see the entire customer history in one place and close deals faster,”
— noted the project owner during an interview.
We implemented the solution step-by-step:
- Establishing International Connectivity. Connected local numbers for various countries and stable SIP traffic. This increased the Answer Rate, as customers are more likely to trust local numbers.
- Unifying Chats in UniTalk Chat. All conversations in Telegram, Instagram Direct, and Viber are now available in one window. This significantly simplified business process automation, as the entire chat history automatically flows into the CRM.
- Auto Dialing and Voice robot. We set up automated calling scenarios to instantly confirm registrations after webinars and relieve the sales department.
- AI Speech Analytics for Quality Control. Speech analytics automatically checks conversations for script compliance. This provided the manager with real data to evaluate each employee’s KPI.
Results: From Chaos to a Managed System
After implementing UniTalk tools, the business gained a transparent and scalable communication model. This positively impacted marketing and the company’s overall performance:
- Transparency: the entire interaction history with b2b and b2c customers is stored in one place.
- Productivity: the team processes 40% more leads during a single launch without increasing headcount.
- Scalability: rapid entry into new markets thanks to the instant connection of international numbers.
Conclusion
For success in the international market, individual tools are not enough. You need a holistic ecosystem that allows you to see the full picture of communication. Today, for this project, UniTalk is the unified solution for managing communication with customers.
