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Дом.ru Business: Cloud automatic telephone exchange

Product
The name of the base system (platform): Satel of VoIP RTU Platform
Developers: ER-Telecom Holding (Дом.ru)
Last Release Date: 2019/11/29
Branches: Pharmaceutics, medicine, health care
Technology: IP telephony,  SaaS - Software as service,  Video surveillance systems

Content

2019

Integration with Medesk of MIS

On November 29, 2019 the federal telecom operator "Дом.ru Business" reported that in partnership with the medical Medesk platform will help to integrate any private clinic and all her partners in a digital ecosystem, to give to patients higher quality of medical care and service. "to Дом.ru Business" integration with the medical information system Medesk became available to corporate clients of cloud telephony.

The joint solution will allow to process incoming calls and to display all necessary information on the patient on the screen, to address calling by name and to write it on acceptance, without quitting the system. Using integration it is possible to watch statistics of the entering and outgoing calls, a call recording with patients, detailing of all addresses: who called how many the conversation lasted. Medesk places incoming calls in queue, writes number which is instantly displayed in the list of tasks for processing. The registrar does not need to work in several tabs, to copy or specify data of the patient – all information already is in a personal card from which it is possible to make an outgoing call or to send the SMS, having just clicked the phone number.

Integration is performed at connection of the option "Integration with CRM Systems" in the Personal account of the client of cloud telephony "by Дом.ru Business".

In addition to ensuring uninterrupted communication, OATS solves a set of business challenges. The call recording of operators allows the companies to obtain quality data of service and needs of the client which can be applied in marketing, to increase employee performance and a customer loyalty. Uniform multichannel number with short internal numbering, the voice greeting and the menu of distribution of calls to employees or on departments, detailed statistics of the accepted and passed calls, readdressing on the mobile phone help to achieve the same goals.

Integration with Remonlayn

On August 5, 2019 the company "Дом.ru Business" announced integration of service "to Дом.ru Business" in cloud telephony for corporate clients of Remonlayn – programs for accounting and automation of work of repair shops, order managements, accounting of goods and control of finance of the companies of the service industry. The joint solution will help users to optimize business processes, to reduce time for information processing, to increase efficiency of work with base of clients.

Integration with Remonlayn

The joint services give additional opportunities for the companies in interaction with consumers of services, for example, at receipt of an incoming call the manager knows client name and the status of its last order. A system allows to collect statistics of the entering, proceeding and missed calls, to listen to records of telephone conversations and to call clients directly from Remonlayn, without dialing the phone number manually.

Integration with Remonlayn does not require reconfiguration of phones and other changes of cloud telephony "Дом.ru Business", is available in the Personal account of the client at connection of the option "Integration with CRM Systems".

Integration with CRM "Avtodiler"

On April 16, 2019 the company "Дом.ru Business" reported that "Дом.ru Business" implemented an opportunity for corporate clients of cloud telephony, having added integration with CRM for motor shows, car dealers and others the company from a car business.

CRM "Avtodiler" is available in cloud telephony "to Дом.ru Business"

According to the company, the management system for dealer network and customer relations Car dealer are used for April, 2019 by more than 600 dealer centers. Necessary modules of management and control provide pro-active customer interaction, growth of income from the customer base, optimize the cost of contact and return.

Automation of basic processes of sales considerably increases productivity of staff of the company. Special modules allow to manage in real time key business processes throughout all cycle of customer interaction, to estimate dynamics of sales, to quickly trace key parameters of sale of a car showroom or dealer network. Integration of CRM with cloud telephony "Дом.ru Business" will help to control telephone sales, increasing efficiency of the specialists interacting with clients by phone. Incoming calls get to CRM which, having recognized familiar number, automatically displays the client's card, allowing the manager to be prepared instantly for a conversation or to make a call to one click directly from CRM.

All calls and the history of relationship are fixed in the client's card. Each call it is possible to listen, download all files of record of calls, to filter calls (for any period, on clients, employees, types), to print detailing of calls or to unload history in Excel for creation of individual reports.

For April, 2019 integration is performed free of charge and Дом.ru Business" is available in the Personal account of the client "at connection of the option "Integration with CRM Systems".

2017

Double growth of number of connections of service

The federal telecom operator "Дом.ru Business" at the end of 2017 recorded the double growth of number of connections of service "Cloud telephony" (OATC 3.0) among corporate clients. By own estimates of the company the operator enters in top-10 service providers of cloud telephony in Russia.

The share of cloud automatic telephone exchange "Дом.ru Business" from the total number of connections on all products of corporate telephony exceeded 60%. Every second user of the cloud products "Дом.ru Business" selects OATC 3.0. As of February 1, 2018, cloud telephony "Дом.ru Business" is used by the companies in 36 cities of Russia. The highest level of demand for service is observed in the cities: Yekaterinburg, Nizhny Novgorod, Perm, St. Petersburg, Chelyabinsk.

In general the cloud service of OATS enjoys popularity at representatives as medium and small business, and at public institutions, the medical and transport organizations, trade enterprises and the service industry, the companies with a large number of remote workers, noted in "Дом.ru Business".

The software solution of OATC 3.0 is located in "cloud" on the servers "Дом.ru Business" and does not require the capital investments in office automatic telephone exchanges, costs for technical support of the equipment. The applied technologies of data protection and reservation of the equipment guarantee uninterrupted operation of work, reliability of service and a priority of voice traffic.

"Дом.ru Business" will continue to expand functionality of cloud telephony. In the near future the free demo period of use of Cloud automatic telephone exchange which will allow to use within 7 days everything (including, and additional) functionality of automatic telephone exchange without the mezzanine board will be available to all potential clients.

Integration into the solution "1C: Our Enterprise Management"

The federal telecom operator "Дом.ru Business" gave on October 25, 2017 to corporate clients an opportunity to connect cloud telephony to the solution for automation of operational management on small businesses — "1C: Our Enterprise Management" (small business management). As result, it became simpler to use OATC 3.0 together with the Russian IT system. Integration allows to bind own number for outgoing calls or to rent the virtual phone number (city or federal) for the entering and outgoing calls.

\"The house of ru Business\" added cloud telephony to \"1C: Our Enterprise Management\"
"The house of ru Business" added cloud telephony to "1C: Our Enterprise Management"

Thanks to OATS "Дом.ru Business" users of 1C: Small Business Management can make calls to partners and fix the programs entering directly from a window one click, work with agreements, commercial offers and customer orders during a call, to translate calls and to write a talk without leaving the client of 1C. At an incoming call the panel will display customer information. If there is no information in base yet, then it automates its input. It is possible to call the client from his card and any list where there is contact information. The link to conversation recording with the client will be saved in a card, and in CRM history of all calls including which are passed is always available, told in the company.

The schedule and distribution of calls in cloud automatic telephone exchange "Дом.ru Business" can be created depending on a day of the week, time of day, holidays of managers or their departure on personal meetings, other business challenges. For automation of sales of OATC 3.0 it is integrated with the popular CRM systems. The packet "Effective sales" is in addition available (a call back from queue, the SMS — apology, the SMS business card, the notification on the passed calls).

Setup, connection of options and control of service is exercised in a personal account via the web interface from every spot on the globe where there is an Internet access. Inclusion and switching off of additional options does not require the appeal to contact center of the operator, is made by the client independently for couple of clicks.

Integration of Simple Calls service

On October 4, 2017 ER-Telecom Holding announced expansion of opportunities of cloud telephony using the partner — Vedisoft company. The Simple Calls service became available to clients of the operator.

"Simple calls" solve a problem of integration of cloud automatic telephone exchange "Дом.ru Business" and any of 30+ of compatible office programs and online services: standard configurations 1C on the 1C Platforms 7.7, 8.1, 8.2, 8.3; programs Excel Outlook, Access from structure of the office suite Microsoft Office; cloud CRM- systems Megaplan MyWayhouse Klass365 1C-Bitrix: Corporate portal RetailCRM; industry applications and online services of FrontPad, U-ON Travel, Moidokumenty-Tourism, Real Estate CRM, Universe-Krasota, Sycret, A&A Club, Moiturista, BeautyExpert Ramex; HelpDesk and Servicedesk of a system Okdesk, ITSM 365; platform of Simpla CMS online stores.

The card of the client appears in the CRM system right after the first call, prompting what client calls, still before the employee took the call. Besides, service allows to listen and download a call recording from the client's card, to make calls one click directly from CRM. It is enough to click the phone number in the CRM system — "Simple calls" will dial number.

Integration with "Simple calls" does not require reconfiguration of phones and other changes in OATC 3.0 from "Дом.ru Business". After connection of "Simple calls" users of telephony receive and make calls also, as before: using the SIP telephones, softphones and analog phones connected via special gateways.

Integration with YClients

The federal telecom operator "Дом.ru" announced on September 7, 2017 Business implementation of integration of cloud telephony into the YClients system, having expanded, thus, possibilities of the corporate clients. Connection of cloud telephony "Дом.ru Business" in the Yclients system will already allow to see at an incoming call client name and phone and also to write quickly the client to the specialist.

Integration with YClients is performed free of charge and Дом.ru Business" is available in a personal account of the client "at connection of the option "Integration with CRM Systems". Read more here.

For automation of sales telephony is integrated also with other CRM systems: amoCRM, Bitriks24, Retail CRM, Roistat and Praymgate. It is possible to make, reject or listen to a call directly from CRM, to trace all history of communications with the client. Integration into other software of the client happens through the open code rest API.

Release of OATS of version 3.0

On August 2, 2017 the telecom operator "" announced Business to Дом.ru upgrade of technology of cloud telephony and release of OATC 3.0.

According to the statement of developers, this version of Cloud automatic telephone exchange became simpler in management. A main goal – sales increase of the client and quality improvement of call processing.

In cloud telephony "Business" are available to Дом.ru:

  • uniform multichannel number with short internal numbering,
  • voice greeting
  • the menu of distribution of calls to employees or on departments,
  • detailed statistics of the accepted and passed calls,
  • interception of calls,
  • black list,
  • voice mail,
  • readdressing on the mobile phone,
  • call recording
  • other.

The schedule for processing and distribution of calls can be created depending on a day of the week, time of day, holidays of managers or their departure on personal meetings, other business challenges. Thanks to distribution algorithms – "In turn", "On accruing", "All at once" and "Evenly" – the call can come to phone of the free employee or get in line. If all employees talk, and the client does not want to wait on the line, the automatic telephone exchange will suggest it to order a call back, and then itself will connect the first free operator to the client. Dialing to all employees will reduce at once waiting time of the client by lines, and connection with the most experienced managers will increase quality of sales and service.

For automation of sales of OATC 3.0 it is integrated with CRM systems:

It is possible to make, reject or listen to a call from CRM, to trace all history of communications with the client.

Integration into other software of the client - through the open code REST API.

The packet "Effective sales" is in addition available (a call back from queue, the SMS – apology, the SMS business card, the notification on the passed calls). If the automatic telephone exchange records the passed call, the client will receive the SMS with apology, and the head – the notification on the missed call. The SMS business card – the message with a contact information of the manager – the convenient tool for sales managers will not allow contacts to be lost.

Setup, connection of options and control of service is exercised in the Personal account via the simple and convenient web interface from every spot on the globe where there is an Internet access. In LK all call recording, statistics on quantity of calls of each employee, the direction of calls and their durations are available to the user. Inclusion and switching off of additional options does not require the appeal to contact center of the operator, is made by the client independently for couple of clicks.

The solution "Дом.ru Business" allows to connect in corporate network of employees, departments, offices and to conduct free negotiations of internal subscribers, to communicate out of office, to make calls by the city, Russia and the world.

OATC 3.0 – the software solution in "cloud" on the servers "Дом.ru Business" also does not require the capital investments in office automatic telephone exchanges and costs for technical support of the equipment. The applied technologies of data protection and reservation of the equipment guarantee uninterrupted operation of work and reliability of service.

«
OATC 3.0 – intellectual telephony and a versatile tool of sales which will allow to increase customer service quality, to control, motivate, train employees and to earn more. This economic and simple solution in use for complex installation of telephones to the company of any scale.

Elena Ventslavovich, director of B2B of JSC ER-Telecom Holding
»

2016

"Дом.ru Business" expands possibilities of Cloud telephony

The federal telecom operator "Дом.ru Business" announced in May, 2016 for the clients a possibility of use [1] instead of stationary telephone sets and voice gateways during the work with Cloud telephony. It will allow to expand geography of providing service and to reduce costs for connection and cost of a talk of corporate clients to 80%.

Thanks to lack of a binding of the softphone to a certain physical address, the operator has an opportunity to provide service of Cloud telephony beyond a border of the territory of a covering of network. At the same time to users of softphones all advantages of Cloud telephony "are available to Дом.ru Business" – the web portal to management of service, a possibility of free communication with other staff of the company by korotkimvnutrenny numbers, a call recording, the voice menu, etc. Also all directions of calls are available to the clients of the operator using Cloud telephony with the softphone (local, zone, long-distance and international), and tariffing of a talk happens on rates of the "home" region.

Besides, use of softphones will allow corporate clients to lower House.rubusiness of costs for the organization of telephone communication. The lack of requirement to install a stationary telephone and the additional hardware reduces install payment, and economy on telephone conversations in comparison with classical telephony and mobile communication can make up to 80%.

2015

The cloud automatic telephone exchange is complemented with functionality

On May 15, 2015 the Дом.ru company announced expansion of opportunities of Cloud automatic telephone exchange.

In upgraded version of service connection of numbers of operators from different regions of Russia is available, intellectual queue management of telephone calls is implemented, the management portal is completely updated by service.

  • The updated portal helped to improve and expand functionality of Cloud automatic telephone exchange.
  • Setup of different scenarios of calls depending on structure, the working schedule and business challenges of customer company - by means of new features of creation of algorithms of call-down, "black" and "white" lists of numbers and to prohibition of MG / MN-vyzovov is possible.
  • Sections of statistics and management of service are finished.
  • The cloud automatic telephone exchange provides a possibility of calls using the softphones installed on desktop computers of employees and mobile devices.

"By our estimates the main drivers of transition of the enterprises to Cloud automatic telephone exchange are cost reduction on communication and cutting of costs for operation of network. At the same time the client gets access to the most modern and advanced control functions by telephony, – Tatyana Shchelchkova, the head of product development " noted Дом.ru Business". – Recently we see that demand for similar solutions from business increased several times. Being guided by requirements of corporate clients, we offer the effective tool for control of personnel and remote control business processes according to the most modern standards of communication".

Growth of connections of Cloud automatic telephone exchange

On October 28, 2015 the company "" announced Business to Дом.ru growth the number of connections of Cloud automatic telephone exchange during the period from May 1 to October 1, 2015 for 64%.

The company connects growth of indicators with start of the version of Cloud Automatic Telephone Exchange 2.0 service in May, 2015. At the same time, according to data of the company, the number of connections of new subscribers of Cloud Automatic Telephone Exchange 2.0 from May 1 to October 1 this year reached 60% of the total number of connections for all 2014 on all products of a corporate IP telephony.

Among corporate clients "Business" the service is demanded by Дом.ru where scalable telephony is necessary:

  • enterprises of the service industry,
  • retail,
  • hotel and restaurant business,
  • corporate call centers
  • the companies with a large number of remote workers.

The most fast-growing segment where Cloud automatic telephone exchange - small and medium business is used.

For October 28, 2015 Cloud automatic telephone exchange "Дом.ru Business" is used by the companies in 34 cities of Russia. The most high demand on service in the cities:

In June, 2015 "Дом.ru Business" Cloud automatic telephone exchange, with an expanded set of services as a part of industry packaged solutions announced service.

Functions are added:

  • connection of numbers of other operators from different regions of Russia,
  • intellectual queue management of telephone calls,
  • the management portal is upgraded by service
  • cloud volume for data storage is increased.

The service is delivered on the platform of network of the operator in a complex with Internet access that allows to guarantee uninterrupted operation, reliability of service and to provide high quality of communication by means of arrangement of priorities for voice traffic.

"After start "Cloud automatic telephone exchange 2.0" we note not only growth of total number of the subscribers connected to this service but also significant increase in a share of this service in structure of a product portfolio — Elena Ventslavovich, the director " noted Дом.ru Business". — The service is most demanded in a segment of SMB for which an opportunity independent is important to create Cloud automatic telephone exchange in a necessary configuration, changing a service package depending on business needs. We will continue to expand a share on cloud telephony, and we expect that in the long-term horizon we will enter in top-5 the largest suppliers of service in Russia".

2013

VoIP- the platform TO MOUTH became the platform for creation and start of Cloud Automatic Telephone Exchange service for corporate clients of the operator of telecommunication services ER-Telecom, the press service of the company reported on July 4, 2013.

Appointment

Service helps the companies to replace office automatic telephone exchange with the IP PBX, to create virtual office for several days without purchase costs and infrastructure maintenance.

With connection of Cloud Automatic Telephone Exchange service there is no need to spend funds for purchase of the additional hardware and its service. All equipment necessary for the organization of telephony is placed on servers of ER-Telecom company. The subscriber independently manages all settings of service in a personal account.


Main advantages of OATS before the PBX:

  • preserving of phone numbers when moving,
  • use of outwork with preserving of full control over workmanship,
  • creation of uniform communication space of the geographically distributed organization.

Functionality

Cloud automatic telephone exchange and possibilities of the IP telephony:

  • multichannel number,
  • voice menu,
  • voice mail,
  • call transfer,
  • conference call,
  • call recording,
  • virtual fax, etc.


Management of internal communications

Cloud automatic telephone exchange on a basis VoIP- platforms TO MOUTH helps corporate clients to manage flexibly internal communications and external calls, to analyze quality of work of personnel, to increase efficiency of business planning, to optimize work of sales departments, technical supports.

Services Cloud automatic telephone exchange and Video surveillance

Services the Cloud automatic telephone exchange and Video surveillance united in single packaged solution help to increase quality of customer service, efficiency of personnel and also to simplify vendor interaction and partners. Cloud services are organically supplemented by the high-speed Internet for employees and Wi-Fi for clients. All corporate services are provided based on modern networks of the operator and are followed by the round-the-clock technical support ensuring smooth operation.

The cloud automatic telephone exchange – an important component of each industry packet – is a hi-tech alternative of traditional office automatic telephone exchange. The service provides to the client access to broad functionality of modern telephony: to multichannel number, the organization of a conference call, a call recording, etc. without creation of special infrastructure and additional operating costs. Service collects statistics of the entering and outgoing calls that together with a call recording allows to carry out permanent monitoring of intensity and quality of work of employees with clients.

Video surveillance within package approach will give the chance to look in a new way at business processes in the company and to approach objectively assessment of customer service. In a packet from "Business" service is provided to Дом.ru "turnkey": the operator provides installation of video cameras, smooth functioning of a system, safe data storage in a videoarchive.

Wire and wireless the high-speed internet which is the cornerstone of each packaged solution will provide permanent information exchange between office and geographically distributed divisions, for example, by outlets or payment terminals. Wi - Fi - access can serve both as the additional tool for customer acquisition, and a technology basis for the organization of wireless Internet access within office.

You look also (Virtual PBX)

Notes

  1. softfonovsoftfon - it is the software for commission of voice calls which is established on the computer or the mobile device, replacing stationary phone and the voice gateway. At installation the softphone can replace the usual mobile phone with the tablet or the smartphone, and the client of Cloud telephony has an opportunity to stay in touch worldwide in the presence of Internet access with the static IP address.