Industries / Logistics
Uniden Voice for Logistics
Drivers, depots and customers are all ringing the same person.
A logistics operation runs on three separate conversations happening at once: drivers who need decisions, depots that need coordination, and customers who want to know where their freight is. All on one line.
24/7 by definitionGenuine Australian voicesKeep your numberOne depot or a network
Every morning run
Your allocations deskMon 7:15am
Allocator on a driver callOne allocator, one call, a run to dispatch.Engaged
Customer chasing a deliveryThird call this morning, escalating.13s28s44s60sMissed
Driver stuck at a closed dockSitting idle, costing money.06s14s22s31sMissed
One run allocated. One customer escalating, one truck idle.
The bit nobody counts
An idle truck and an angry customer usually start as the same unanswered call
Logistics margins are thin and time based. Every unanswered call is either a vehicle not moving or a customer losing confidence, and both compound quickly.
1Idle vehicles cost by the minute. A driver waiting on a decision at a closed dock is burning money and a delivery window at the same time.
2Where is my freight is most of your volume. The single most repeated question in the industry, fully answerable from your own tracking data.
3Escalations consume your best people. One frustrated customer can occupy an allocator for half an hour, while the rest of the run goes unmanaged.
UNIDEN VOICE · IDLE TIME LEDGER
Illustrative only. Put your own numbers in.
Inbound calls per week900
Answered by the desk560
Rang out or abandoned340
Share of those who were
driver or operationalx 0.30
Operational calls that did not connect102
Cost per incident of delay$85
COST PER WEEK$8,670
COST PER YEAR$450,840
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
That excludes the customers lost to repeated escalations.
The arithmetic is the point, not our example.
That excludes the customers lost to repeated escalations.
Six things every operator says out loud
You have said at least four of these this month
These are not phone problems. They are fleet utilisation and customer retention problems that arrive down a phone line.
01
Three conversations, one line
Drivers, depots and customers all ring the allocations desk, and the desk can only be in one conversation.
Separate queues, so drivers never queue behind a customer tracking enquiry.
02
Where is my freight is your top call
It is the most repeated contact you receive, it needs no human, and it currently occupies your operational staff.
Answered instantly from your tracking data, or pushed out proactively.
03
Drivers need decisions in seconds
A driver at a closed dock or a failed delivery needs an answer now, not a place in a queue.
Driver calls prioritised absolutely, above everything else.
04
Overnight and weekend runs have thin cover
Freight moves 24 hours. Your office does not.
The agent covers every hour, and escalates what genuinely needs a person.
05
Delivery instructions get garbled
Site access, dock times and contact names taken verbally on a bad line cause failed deliveries.
Every detail captured, read back and recorded.
06
Nobody can prove what was promised
Delivery windows agreed by phone and then disputed on an invoice.
Recording, transcript and summary against the consignment.
Watch one of them get handled
6:40am. The desk is flat out. The driver gets an answer.
This is the call that used to sit in a queue. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your operation.
It sounds like it is from here. Genuine Australian voices, which matters to drivers and customers alike.
It knows your network. Depots, runs, dock times, customer sites and who allocates what.
It prioritises drivers. Because a driver on the phone is usually a vehicle not moving.
It answers tracking without a human. Which removes the largest single call type in the industry.
Uniden Voice AI Agent Live on line 100:41
AgentMorning, you have reached allocations. Which run are you on?
DriverIt is Dave on the western run. I am at the Altona site and the dock is closed. Nobody is here.
AgentThanks Dave. Altona has a booked dock window at 7am, so you are twenty minutes early. Do you want to wait or shall I get the allocator to resequence you?
DriverI would rather resequence. I have got two more in that area.
AgentUnderstood. I am putting you straight through to the allocator now, and I have already logged that Altona is unattended before its window and that you have two nearby drops available.
DriverPerfect.
AgentConnecting you now, and it is on the consignment record either way.
What happened at twenty to seven
- Driver answered immediately rather than sitting idle in a queue
- Dock window checked and the actual situation identified in one question
- Routed to the allocator with the resequencing options already gathered
- Logged against the consignment so the delay is documented
One number, three different jobs
A driver should never queue behind a tracking enquiry
Publish one number. Behind it, drivers get absolute priority, customer tracking is answered without a human, and depots have their own stream.
Live call being routedOverflow and after hours to the AI agent
Operational peaks
Peak freight season breaks the allocations desk
Freight volume spikes hard from October into December, and with it every category of call. Drivers, customers and depots all multiply at once, against an allocations desk you cannot easily scale.
An AI agent answers unlimited simultaneous calls, removes tracking enquiries entirely, and keeps drivers at the front of the queue, so peak season stops meaning idle vehicles.
Inbound calls across a freight yearshape, not scale
What your desk can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian freight peaks. Your own curve depends on your customer base.
It plugs into what you already run
Your phone should know which consignment is calling
Uniden Voice connects to more than a thousand apps and offers open APIs, so a call arrives with the customer, the consignment and its current status attached rather than just a number.
SalesforceHubSpotXeroZohoMondaySlackGoogle Business ProfileGoogle DriveMicrosoft OneDriveOpen APIs for the rest
01 · ON THE RING
Screen pops before you say hello
The caller's name, their history and their open consignment appear on the handset or in the app as it rings, so the first thing out of your mouth is their name and not "who am I speaking with".
02 · DURING THE CALL
Click to call from anywhere
Ring a customer straight from the record in your transport management system, without ever typing a number. Fewer wrong numbers, and every call logged against the right file automatically.
03 · AFTER THE CALL
Notes that write themselves
Recording, transcript, AI summary and the next action land in your CRM or your shared drive. Nobody has to remember what was promised on a Friday afternoon.
Why Uniden, and not the other twelve
An Australian platform for an operation that runs around the clock
Plenty of platforms will sell you AI. Very few are Australian owned, hosted and supported, and almost none come from a brand that has been making the communications gear in Australian trucks since 1966.
Onshore, end to end
Designed and built in Australia, hosted in Australian datacentres, and supported by Australians you can actually get on the phone. Your customer conversations do not leave the country.
An accent that lands
The AI answers in a genuine Australian voice. It matters, because a caller who thinks they have reached an offshore call centre hangs up before you get the chance to help them.
Desk, pocket and back office
The EVOC2 desk handset where you want something solid to grab, plus real Uniden apps for Windows, Mac, Linux, iOS and Android. Same number, whether you are at a desk or in the cab.
One provider, one bill
Keep your numbers including 1300 and 1800, and take the NBN connection from us too. Fewer vendors to chase when something goes wrong at the worst possible moment.
Straight answers
The questions logistics operators ask us first
Can it answer where is my freight?
Where your transport management system can be reached through an integration or an API, yes, and it removes your largest single call type. The agent can confirm where a consignment is, when it is scheduled and whether it has been delivered.
Even without a live connection, the agent captures the consignment number precisely and gets a definite answer back quickly, which still beats an escalation.
Can drivers always jump the queue?
Yes, and it should be configured that way, because a driver on the phone usually means a vehicle not moving. Driver calls can bypass every other queue and attempt several destinations until somebody answers.
Drivers can also be recognised by their number, so they do not have to identify themselves before being prioritised.
Does it work overnight?
It covers every hour, which matters because freight moves when offices are closed. Overnight, the agent handles tracking and routine driver questions and escalates only what genuinely needs an allocator.
That usually means your on call person gets woken for real problems rather than for dock times.
What happens when the AI cannot help?
It hands over, and you decide where. Damage claims, service failures and anything contractual can go straight through to a person, to a specific queue, or to a manager's mobile.
The caller is not asked to repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours the agent takes the details, sends an SMS confirmation and queues the callback.
We run more than one depot. Does it handle that?
That is where it earns its keep. You advertise one number and we route behind it: by depot, by time of day, by queue, with overflow so a call at a flat out depot rings somewhere quieter instead of ringing out.
Each depot can keep its own greeting and its own direct number as well. Reporting rolls up across all of them, so you can finally compare how each one handles its phone.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on your consignment notes, your invoices and your customer records and on years of Google results stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app keeps working over 4G and 5G, so your people can answer on their handsets while a site connection is down, and call flows can be set to divert to mobiles automatically.
You can also take your NBN service from Uniden Voice, so the connection and the phone system are one provider with one support number, instead of two companies each suggesting the problem belongs to the other.
How long does it take to get running?
A single site can be live quickly, because the apps need no hardware and the handsets arrive ready to plug in. The part worth doing properly is the call flow and the AI agent's knowledge of your business, and we build that with you rather than handing you a manual.
Number porting is the one step with an external timeline, so we usually run your new setup alongside the old line until the port completes. Your fleet is never without a working phone path.
Now You're Talking
Keep the fleet moving and the customers informed
Book fifteen minutes. Show us how driver and customer calls reach you today, and we will show you the version where neither blocks the other.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com