Cisco UCCX IVR Automation for TPL Trakker

TPL Trakker is Pakistan’s leading GPS vehicle tracking and fleet telematics provider, running a large base of vehicles that need to stay in continuous contact with its monitoring system. We’ve delivered two connected Cisco UCCX engagements for TPL Trakker: an outbound IVR system that automates non-reporting vehicle follow-up at scale, and an inbound IVR upgrade that ties caller verification directly into TPL’s CRM.

Chapter 1 — Outbound IVR for Non-Reporting Vehicle Monitoring

The Challenge

When a tracked vehicle stops reporting its GPS location or shows an inconsistent position, TPL Trakker needs to reach the vehicle’s owner quickly to find out why — parked and unused, mid-repair at a workshop, battery terminals disconnected, or sold to someone else entirely. Doing that by manual agent calling doesn’t scale across a large vehicle base, and it doesn’t leave a clean, structured record of why each case closed the way it did.

What We Built

We designed and scripted a bilingual (Urdu/English) outbound IVR flow on Cisco UCCX that calls affected customers automatically and walks them through a short branching conversation:

• Reason capture — the IVR asks the customer to confirm why the vehicle isn’t reporting, with dedicated paths for parked/unused, in active use, at a workshop, battery terminals removed, or sold
• Customer-type-aware disclaimers — the liability language read to the customer changes automatically depending on whether they’re a retail customer, a corporate account, or covered under a partner bank or insurance agreement
• Escalation to a technician visit — if the customer isn’t confident the location will resolve on its own, the IVR offers to log a technician dispatch request, flagging visit charges for retail customers where applicable
• Fresh vs. Reminder logic — first-contact (“Fresh”) cases and previously-contacted (“Reminder”) cases run different scripts and different retry cadences: fresh cases are re-attempted daily for three consecutive days, reminder cases fortnightly for up to three months
• No-contact disposition — cases where the customer can’t be reached are automatically dispositioned and queued for the correct retry schedule rather than falling through the cracks

The whole flow is driven off a live case-status feed — each customer record carries a classification (Fresh, Redo, OTA, Disputed, and others), an aging counter, and an attempt count, so the same underlying grid that reports on case health is what tells the IVR who to call and what to ask.

The Result

Before this system, every alert meant work for an agent. Whenever a vehicle stopped reporting or a condition like a disconnected battery terminal was detected, someone had to be assigned to phone the customer, explain the issue, and talk them through fixing it — one manual call per case, across a large vehicle base. That entire step is now gone. The system detects the trigger, pulls the customer’s number from CRM, and the outbound IVR places the call and resolves the case end to end on its own — the customer gets contacted and walked through the fix without an agent touching it at all. Agents only enter the picture when a case genuinely needs a technician dispatched, instead of being the default first responder to every alert.

Chapter 2 — Inbound IVR Upgrade & CRM Integration

The Challenge

TPL Trakker needed an inbound self-service flow that could verify a caller against their CRM record without an agent doing it manually every time, then act on that verification directly — reading back vehicle details, and updating the customer’s record to enable mobility outside the city once identity was confirmed. On top of that, complaints needed to be logged straight into the system with confirmation going back to the customer automatically, and agents needed a fast way to re-verify a caller mid-transfer without making them repeat their whole story.

What We Built

We upgraded TPL Trakker’s Cisco UCCX IVR and integrated it directly with their in-house CRM:

• Tiered caller verification — the IVR checks the calling number against the CRM first; if that doesn’t match, it falls back to CNIC verification, and then to a password check, before granting access to any account action
• Vehicle detail readback — once verified, the caller hears their vehicle’s details read back to them through pre-recorded IVR prompts
• CRM write-back — a verified caller can enable mobility outside the city for their vehicle directly through the IVR, with the change written straight into TPL’s CRM
• Complaint logging tied to SMS confirmation — complaints raised through the IVR log directly into TPL’s complaint system, with confirmation sent to the customer through TPL’s own SMS platform
• Agent-assisted re-verification — a separate IVR prompt lets agents transfer a caller for a fast re-verification (calling number, CNIC, or password) without the caller repeating information they’ve already given

The Result

The same shift happened on the inbound side. Requests that used to occupy an agent for the whole call — verifying the caller’s identity, pulling up their vehicle, and updating their account by hand — now complete without an agent involved at all. The IVR verifies the caller, reads back their details, and makes the account change itself, so a customer enabling mobility outside the city or logging a complaint is served entirely by the system, with SMS confirmation sent automatically. What used to be routine agent workload became self-service, freeing agents to spend their time only on the cases that actually need a person.

Need Cisco UCCX scripting that talks directly to your CRM, not just a standalone call tree? Talk to our team.

Contact Us