The Problem
Manual management of notifications
The need to communicate daily shipments to major wholesalers in Tuscany required a system capable of handling a high volume of information without burdening staff with manual work.
Lack of communication between systems
The absence of a direct link between the PBX and the AS400 management system made it difficult to automate data flows related to shipments and delivery outcomes.
Difficulty tracking outcomes
Without a feedback system, it was difficult to monitor in real time whether the customer had received the notification or whether communication needed to be rescheduled due to busy or unreachable numbers.
Low communication flexibility
The lack of dynamic voice synthesis technology prevented personalized notification messages based on shipment‑specific data, limiting the effectiveness of the information service.
The Solution
AS400 and Wildix integration
Direct connection between the PBX and the management system for automatic extraction of shipping data and upload of call outcomes.
Dynamic voice notifications
Use of Text‑to‑Speech (TTS) technology to generate personalized voice messages communicating shipment‑specific details in real time.
Interactive IVR for confirmations
A voice menu allowing customers to confirm receipt of the message or request a callback to reschedule delivery with a single keypress.
Automated retry management
Intelligent callback system that automatically handles busy or unreachable numbers, retrying calls at preset intervals.
The Benefits
Elimination of manual workload
The entire shipping notification process is automated, freeing staff from hundreds of repetitive calls each day.
Accuracy of information flows
Thanks to direct communication with AS400, the risk of human error in delivery data communication is eliminated.
Full outcome traceability
The outcome of each call (such as customer confirmation or busy number) is automatically recorded in AS400, allowing constant visibility into who received the notification.
Improved logistics efficiency
Allowing customers to confirm or request a callback reduces issues and delays in delivery phases.
Smart Logistics
Automatic retries: In case of a busy line, the system automatically retries at preset intervals, ensuring maximum message delivery success.
Error reporting: Automatic generation of a list of incorrect or invalid numbers, helping the company keep its customer database clean.
TTS personalization: Text‑to‑Speech technology allows message content (dates, quantities, references) to be varied in real time without recording new audio files.
Closed‑loop workflow: The bidirectional integration ensures every PBX action is recorded in the management system, eliminating manual cross‑checks.
Our collaboration with Trade srl
In collaboration with Telecom Srl, we supported Trade Srl, a leading company in large‑scale distribution in Tuscany, in automating its logistics processes. Together we implemented an advanced Wildix integration that enables the company’s information system to communicate directly with the distribution network, monitoring deliveries in real time. This cutting‑edge architecture ensures a constant flow of information across all connections, optimizing daily coordination between the company and major wholesalers in the region.
Complete management of inbound calls