Industries / Travel agencies
Uniden Voice for Travel agencies
Your client is stranded in an airport. It is 2am here.
Travel is the only retail business where your customers are awake in other timezones, in trouble, and absolutely cannot wait until you open. That is the moment your entire value proposition is tested.
Answers 24/7Genuine Australian voicesKeep your numberLeisure or corporate travel
Every disruption
Your agencySun 2:00am
Office closed, consultants asleepNobody rostered, nobody available.Closed
Client stranded, flight cancelledNeeds rebooking now, not Monday.18s40s62s85sMissed
New booking enquiry, big itineraryComparing agents online tonight.06s14s22s31sMissed
Nobody answered. One client stranded, one booking lost.
The bit nobody counts
You are paid for the moment it goes wrong, and that is when you are closed
Clients do not use a travel agent for the booking. They use one for the disruption. If the phone is not answered during a disruption, you have failed at the only thing you were hired for.
1Disruptions happen in other timezones. Cancellations, missed connections and medical problems occur while Australia is asleep.
2The whole value proposition is availability. A client can book online themselves. What they cannot do online is get a person at 2am.
3Referrals live or die on one bad night. How you handled one stranded client determines whether their whole network uses you.
UNIDEN VOICE · DISRUPTION LEDGER
Illustrative only. Put your own numbers in.
Calls per week140
Answered by consultants88
Rang out or abandoned52
Share of those who were
urgent or in tripx 0.30
Urgent traveller calls that did not reach anyone16
Lifetime value of a client relationship$6,400
AT RISK PER WEEK$102,400
PLUS bookings never answeredConsiderable
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
One badly handled disruption can cost an entire referral network.
The arithmetic is the point, not our example.
One badly handled disruption can cost an entire referral network.
Six things every travel agent says out loud
You have said at least four of these this month
These are not phone problems. They are the problem of selling availability from a single timezone.
01
Your clients travel while you sleep
Half your client base is in a timezone where your office is closed for their entire working day.
The agent answers every hour, and escalates genuine emergencies immediately.
02
An after hours service is not a solution
A generic answering service takes a name and a number, which is useless to somebody at a rebooking desk.
A complete capture of the disruption, with escalation to your on call consultant.
03
Consultants are on calls all day
Building an itinerary takes an hour on the phone with suppliers. Meanwhile new enquiries ring out.
New enquiries answered and qualified without interrupting a booking in progress.
04
Enquiry calls are long and mostly unqualified
You spend forty minutes on an enquiry that was never going to book, while a serious one goes unanswered.
The agent qualifies destination, dates, budget and party size first.
05
Group and corporate travel gets lost
Your highest value enquiries queue behind somebody pricing a weekend away.
Separate queues, so groups and corporate reach a specialist.
06
Nothing about a booking is written down
Complex itineraries agreed verbally and then reconstructed is where expensive mistakes come from.
Every call recorded, transcribed and summarised against the booking.
Watch one of them get handled
2:10am. The office is closed. The stranded client is looked after.
This is the call that used to reach an after hours answering service. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your agency.
It sounds like it is from here. Genuine Australian voices, calm and reassuring, not a call centre accent.
It knows your process and your on call roster. Who to escalate to, when, and what constitutes an emergency.
It captures a complete disruption record. Booking reference, location, what has happened and what the client needs.
It escalates properly. A stranded or unwell client reaches your on call consultant immediately, with the detail already gathered.
Uniden Voice AI Agent Live on line 100:53
AgentYou have called Meridian Travel. How can I help you?
ClientMy connecting flight in Singapore has been cancelled and I am stuck. I do not know what to do.
AgentI am sorry, that is stressful. I will get one of our consultants onto this straight away. Can I take your booking reference or your full name?
ClientIt is Alan Reddy. I think the reference is MTQ four four nine.
AgentThank you Alan. Are you safe and inside the terminal at the moment, and has the airline offered you anything at all?
ClientYes I am in the terminal. They said to come back in the morning.
AgentUnderstood. I am escalating this to our on call consultant now with your reference and the situation. She will call you on this number within fifteen minutes. I have also texted you her direct number.
What happened at ten past two in the morning
- Answered immediately instead of reaching an answering machine
- Booking reference and location captured before escalating
- Client's safety and the airline's response established
- On call consultant paged with the full picture, and a callback committed
One number, every timezone
An in trip emergency should never queue behind a quote request
Publish one number. Behind it, in trip emergencies escalate immediately, new enquiries get qualified, and corporate and group travel reaches a specialist.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Booking season and disruption season are both summer
Travel call volume peaks over the Australian summer, when leisure booking enquiries and in trip disruptions arrive at the same time, and half of them arrive overnight.
An AI agent covers every hour of it. New enquiries qualified during the day, disruptions escalated properly overnight, and the availability you actually sell finally delivered.
Inbound calls across a travel yearshape, not scale
What your consultants can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian leisure travel. Corporate agencies follow a different curve.
It plugs into what you already run
Your phone should know which itinerary is calling
Uniden Voice connects to more than a thousand apps and offers open APIs, so a call arrives with the client, their booking and their current itinerary 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 booking 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 client straight from the record in your booking or CRM 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 voice at 2am, which is the entire product
Travellers pay an agent for availability. Very few platforms let you deliver it around the clock, and almost none come from a brand Australians have known 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 away from the office.
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 travel agencies ask us first
Can it handle a genuine in trip emergency?
It handles the first ninety seconds correctly, which is what matters. It answers immediately, establishes whether the client is safe, captures the booking reference and the situation, and escalates to your on call consultant with the full picture.
It does not attempt to rebook flights or make judgement calls. It makes sure a human with authority is on the phone fast, and that they are not starting from nothing.
How is this different from an after hours answering service?
An answering service takes a name and a number. Your consultant then rings back and starts the conversation from scratch, which wastes the most critical minutes.
The agent captures a complete structured record, checks safety first, texts the client a direct number, and pages the right person. It also handles the calls that are not emergencies, so your on call consultant is not woken for a question about baggage allowance.
Can it qualify new enquiries so we stop wasting consultant time?
Yes, and agencies often value this as much as the after hours cover. The agent establishes destination, dates, party size and budget range before a consultant is involved.
Your consultants then spend their time on enquiries that are genuinely likely to book, rather than forty minute conversations that were never going anywhere.
What happens when the AI cannot help?
It hands over, and you decide where. Any rebooking, any refund, and anything involving a client's safety 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.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on your itineraries, your website and your directory listings 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 clients are never left without a number that answers.
Now You're Talking
Be reachable at 2am, because that is what they are paying for
Book fifteen minutes. Show us how after hours calls reach you today, and we will show you the version that looks after a stranded client properly.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com