Дом.ру Business: Cloud PBX

Main article: SaaS - History. Philosophy. Development drivers

2022: PBX 4.0 with update of internal architecture, design and navigation of the service

The operator telecom of services and digital services "Дом.ру Business" has launched an updated version, cloudy AUTOMATIC TELEPHONE EXCHANGE a service for corporate clients. This was announced Дом.ru by the company on December 8, 2022.

The updates affected the internal architecture, design and navigation of the service. Cloud telephony is based on the current platform, kernel and shell. Performance is more than 200 calls per second or 750 thousand calls per hour, respectively.

OATS 4.0 from Дом.ру Business is implemented on the basis of a domestic solution registered in the Unified Register of Russian Computer Programs and Databases of the Ministry of Telecom and Mass Communications of Russia (Certificate No. 2017615667 of 19.05.2017), which is important for owners of critical infrastructure and other companies interested in using Russian solutions for stable operation of key processes in a secure environment.

Load tests showed that it works much faster than the previous version. For example, statistics are uploaded three times faster and pages of the updated platform are loaded. At the same time, a mobile application and such popular business functions for sales growth and service as SMS business cards, a callback button from the site are still available to corporate clients of Дом.ру Business cloud telephony.

Enhanced cloud telephony allows you to configure queue number notification. Notifications about missed calls can be received via sms, on mail or in. Telegram In addition, you can choose to whom and from which number notifications will be received. It is also possible to select employees whose conversations do not need to be recorded, excluding their numbers from the "record" function. An additional feature of the PBX is its high degree of integration with a large number of CRMs and with collectoring systems.

The updated version of cloud telephony has significant potential for further development. Дом.ру Business plans to integrate voice analytics into the service, assess the quality of service, create conference rooms and configure roles. For example, who can listen to which records, as well as autocall from the list of previously configured scripts.

In the updated version, the developers have balanced functionality, design and navigation. The development of the Дом.ру Business cloud PBX platform is an important part of the strategy. The company's mission is to help customers grow their business. Therefore, the team constantly investigates the challenges and challenges facing customers and improves the company's products and services by building on these studies, commented Denis Tatarskikh, Director of Products b2b and Innovations, Дом.ру Business.

2021: Ability to download a recording of a conversation and share it with colleagues

On July 21, 2021, the federal operator Дом.ru Business (JSC) ER-Telecom Holding announced the update of mobile application Cloudy the PBX. Now users can download the recording of the conversation and share it with colleagues, change the speed of its playback and call back customers and partners from the "Call History."

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Playing a recording of conversations is one of the key and most popular features of cloud telephony. Recording and subsequent listening will eliminate the need to call back and clarify, help objectively solve controversial issues, control the use of scripts by the manager and quickly train beginners using real examples.

By updating the mobile application, the user of the OATS "Дом.ru Business" will be able to choose one of four speeds in the player - standard or X1,25, X1,5 and X2. Faster playback will allow you to listen to more recordings and quickly find the right moment of the conversation, fixing important details of communication. You can download the recording and share it through instant messengers, promptly discussing the situation with the call in order to make the right decision or show your colleagues an example, as necessary or, conversely, you should not communicate with the client.

A "Call Back" button appeared in "Call History." By clicking on it, you can quickly, literally in a couple of clicks, contact the client from your mobile phone.

In addition, Дом.ru Business has finalized the Employee Rating report, which displays the number and duration of incoming and outgoing calls made by each employee over time. Previously, when generating data, only specific periods were available for building the report - yesterday, today, last week, current week, etc. In the updated version of the mobile application, you can select any arbitrary time interval.

The realities are such that business activity is increasingly taking place in a smartphone. There will be no other way. Therefore, we did not stop at the fact that in November 2020 we launched the Cloud PBX mobile application. We studied the wishes of users to improve the functionality of the application and implemented popular requests in the next update. Now the Cloud PBX in the smartphone has become even more convenient and closes even more needs of our customers, - comments Alexander Zhukov, head of the development and implementation of b2b products at ER-Telecom Holding JSC (TM Дом.ru Business).

2020: Mobile app launch

On December 9, 2020, ER-Telecom Holding JSC (TM Дом.ru and Дом.ru Business) announced the development of a Cloud PBX mobile application for corporate clients. Now entrepreneurs can control the company's calls and configure the PBX not only through the usual web interface, but also on the smartphone screen. The mobile application is free for all users of the Cloud PBX Дом.ru Business service and is available for download on the App Store and Google Play. Setting, connecting options and managing the service does not require contacting the operator's contact center, it is done by the client independently in a couple of clicks.

This application will become an indispensable assistant to managers who are out of the office for a significant part of the time, do not always have access to a computer and are used to solving work issues using a mobile phone.

By downloading the program to the device, you can control all the functions of cloud telephony. It has become easier for the manager to control the work of employees, at any time he can see what is happening with the company's calls, listen to the recording of any conversation right on the smartphone. The application will not only show a summary of calls for the current day, statistics for an arbitrary period and the entire history of received and missed calls, but will also allow you to configure forwarding and call routes, add a new employee or reconfigure the department.

In a pandemic and crisis, it has become even more difficult for entrepreneurs to conduct business, "says Alexander Zhukov, head of the product management service for corporate clients at Дом.ru Business. - And every missed call or dissatisfied client costs the company more and more. The situation is complicated by the fact that companies are forced to transfer employees to remote work, which is why the quality of customer service often suffers. To support our business customers, we have created a tool - the Cloud PBX mobile application. It is free for our customers and makes it possible to control the company's calls right in the smartphone.

2019

Integration with Medesk MIS

On November 29, 2019, the federal telecom operator Дом.ru Business"" announced that in partnership medical with the platform Medesk they will help unite any private clinic and all its partners into a digital ecosystem, give patients a higher quality of medical care and service. cloudy Дом.ru Business became available to corporate telephony clients with. integration Medesk Medical Information System

The joint solution will allow you to process incoming calls and display on the screen all the necessary information about the patient, contact the caller by name and make an appointment without leaving the system. With the help of integration, you can see statistics of incoming and outgoing calls, recording conversations with patients, detailing all calls: who called, how long the conversation lasted. Medesk puts incoming calls in the queue, records the number that is instantly displayed in the list of tasks for processing. The registrar does not need to work in several tabs, copy or clarify the patient's data - all the information is already in the personal card from which you can make an outgoing call or send an SMS simply by clicking on the phone number.

Integration is carried out when connecting the "Integration with CRM systems" option in the Personal account of the cloud telephony client "Дом.ru Business."

In addition to providing uninterrupted communication, the PBX solves many business problems. Recording operator conversations allows companies to obtain data on the quality of service and customer needs that can be applied in marketing, improve employee performance and customer loyalty. A single multi-channel number with short internal numbering, voice greeting and a menu for distributing calls to employees or departments, detailed statistics of received and missed calls, forwarding to a mobile phone help to achieve the same goals.

Integration with RemOnline

On August 5, 2019, the company Дом.ru Business"" announced the integration service "Дом.ru Business" cloudy in telephony for corporate clients "" RemOnline- programs for accounting and automation of repair shops, order management, goods accounting and financial control of service companies. The joint solution will help users optimize, business processes reduce information processing time, and increase the efficiency of working with the customer base.

Combined services provide additional opportunities for companies when interacting with service consumers, for example, when an incoming call arrives, the manager knows the name of the customer and the status of his last order. The system allows you to collect statistics of incoming, outgoing and missed calls, listen to phone records and call customers directly from RemOnline without manually dialing the phone number.

Integration with RemOnline does not require reconfiguring phones and other changes to the Дом.ru Business cloud telephony, it is available in the Client's Personal Account when the "Integration with CRM Systems" option is connected.

Integration with CRM Avtodiler

On April 16, 2019, the company "Дом.ru Business" announced that Дом.ru Business implemented the opportunity for corporate clients, cloudy telephony adding integration with for CRM car dealerships, car dealers and other companies from. car business

According to the company, the Avtodiler dealer network and customer relationship management system is used by more than 600 dealerships as of April 2019. The necessary management and control modules ensure proactive interaction with customers, increase revenue from the client base, optimize the cost of contact and return.

Automation of the main sales processes significantly increases the productivity of the company's employees. Special modules allow you to manage key business processes in real time throughout the customer interaction cycle, assess sales dynamics, and quickly track the main sales parameters of a car dealership or dealer network. Integration of CRM with Дом.ru Business cloud telephony will help control telephone sales, increasing the efficiency of specialists interacting with customers by phone. Incoming calls end up in CRM, which, recognizing a familiar number, automatically displays the client's card, allowing the manager to instantly prepare for a conversation or make a one-click call directly from CRM.

All calls and relationship history are recorded in the customer's card. You can listen to each call, download all call record files, filter calls (for any period, by customer, employee, type), print call details, or upload a history to Excel to generate individual reports.

As of April 2019, integration is carried out free of charge and is available in the Personal account of the Дом.ru Business client when the "Integration with CRM systems" option is connected.

2017

Twofold increase in the number of service connections

According to the results of 2017, the federal telecom operator Дом.ru Business recorded a twofold increase in the number of Cloud Telephony service connections (OATS 3.0) among corporate clients. According to the company's own estimates, the operator is among the top 10 cloud telephony service providers in Russia.

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

In general, the OATS cloud service is popular with representatives of both medium and small businesses, as well as government agencies, medical and transport organizations, trade and service enterprises, companies with a large number of remote employees, noted in Дом.ru Business.

The PBX 3.0 software solution is located in the cloud on Дом.ru Business servers and does not require capital investments in PBXs, equipment support costs. The data protection and equipment redundancy technologies used ensure uninterrupted operation, service reliability and priority of voice traffic.

Дом.ru Business will continue to expand the functionality of cloud telephony. In the near future, all potential customers will have access to a free demo period for using the Cloud PBX, which will allow them to use all (including additional) PBX functionality for 7 days at no additional cost.

Integration with " solution

On October 25, 2017, the federal telecom operator Дом.ru Business provided corporate clients with the opportunity to connect cloud telephony to a solution for automating operational management at small businesses - 1C: Our Enterprise Management (UNF). As a result, using OATS 3.0 in conjunction with the Russian IT system has become easier. Integration allows you to link your own number for outgoing calls or rent a virtual phone number (city or federal) for incoming and outgoing calls.

"Dom ru Business" added cloud telephony to "1C: Our Enterprise Management"

Thanks to the Дом.ru Business PBX, 1S:UNF users can make calls to counterparties and record programs that come directly from the window with one click, work with contracts, commercial offers and customer orders during a call, transfer calls and record conversations without leaving client 1C. When an incoming call occurs, the panel will display information about the client. If there is no information in the database yet, then it automates its input. You can call the client from his card and any list where there is contact information. The link to the recording of the conversation with the client will be saved in the card, and in CRM the history of all calls is always available, including missed ones, the company said.

The schedule and distribution of calls in the cloud PBX "Дом.ru Business" can be created depending on the day of the week, the time of day, the holidays of managers or their departure to personal meetings, other business tasks. To automate sales, PBX 3.0 integrates with popular CRM systems. Additionally, the "Effective Sales" package is available (return call from the queue, SMS - apology, SMS-business card, notification of missed calls).

Setting, connecting options and managing the service is carried out in your personal account through a web interface from anywhere in the world where there is access to. Internet Turning on and off additional options does not require contacting contact center the operator, it is done by the client independently in a couple of clicks.

Integration of the Simple Calls service

On October 4, 2017, ER-Telecom Holding announced the expansion of cloud telephony capabilities with the help of a partner, Vedisoft. The Simple Calls service has become available to the operator's customers.

"Simple calls" solve the problem of integrating the cloud PBX "Дом.ru Business" and any of the 30 + compatible office programs and online services: typical 1C configurations on 1C 7.7, 8.1, 8.2, 8.3 platforms; Excel, Outlook, Access programs from the Microsoft Office office suite; cloud CRM systems Megaplan, MyWayhouse, Class 365, 1C-Bitrix: Corporate portal, RetailCRM; industry applications and online services FrontPad, U-ON Travel, MyDocuments-Tourism, Real Estate CRM, Universe-Beauty, Sycret, A&A Club, MyTourists, BeautyExpert, Ramex; HelpDesk and Servicedesk systems Okdesk, ITSM 365; Simpla CMS online store platform.

The customer card appears in the CRM system immediately after the first call, prompting which customer is calling before the employee has picked up the phone. In addition, the service allows you to listen to and download recordings of conversations from the client's card, make calls with one click directly from CRM. It is enough to click on the phone number in the CRM system - "Simple calls" will dial the number themselves.

Integration with Simple Calls does not require reconfiguring phones and other changes to PBX 3.0 from Дом.ru Business. After connecting "Simple Calls," telephony users receive and make calls as before: using SIP phones, softphones and analog phones connected through special gateways.

Integration with YClients

On September 7, 2017, the federal telecom operator Дом.ru Business announced the implementation of cloud telephony integration with the YClients system, thus expanding the capabilities of its corporate clients. Connecting cloud telephony "Дом.ru Business" to the Clients system will allow you to see the client's name and phone number already with an incoming call, as well as quickly record the client with a specialist.

Integration with YClients is carried out free of charge and is available in the personal account of the Дом.ru Business client when the "Integration with CRM systems" option is connected. Read more here.

To automate sales, telephony is also integrated with other CRM systems: amoCRM, Bitrix24, Retail CRM, Roistat and PrimeGate. You can make, reject or listen to a call directly from CRM, track the entire history of communications with the client. Integration with other client software takes place through the open source rest API.

PBX Release 3.0

On August 2, 2017, the telecom operator Дом.ru Business announced the modernization of cloud telephony technology and the release of OATS 3.0.

According to the developers, this version of the Cloud PBX has become easier to manage. The main goal is to increase customer sales and improve the quality of call processing.

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

• a single multichannel number with short internal numbering,
• voice greeting
• Employee or Department Call Distribution Menu
• detailed statistics of received and missed calls,
• interception of calls,
• blacklist,
• voicemail,
• forwarding to, mobile phone
• recording of conversations
• other.

You can create a schedule for processing and distributing calls depending on the day of the week, the time of day, the holidays of managers or their departure to personal meetings, and other business tasks. Thanks to distribution algorithms - "In turn," "Growing," "All at once" and "Evenly" - a call can come to the phone of a free employee or stand in line. If all employees are talking, and the client does not want to wait on the line, the PBX will invite him to order a call back, and then connect the first free operator with the client herself. Dialing immediately to all employees will reduce the client's waiting time on the line, and connecting with the most experienced managers will improve the quality of sales and service.

To automate sales, PBX 3.0 integrates with CRM systems:

• amoCRM,
• Bitrix24,
• Retail CRM,
• Roistat
• PrimeGate.

You can make, reject or listen to a call from CRM, track the entire history of communications with the client.

Integration with other client software - through the open source REST API.

Additionally, the "Effective Sales" package is available (return call from the queue, SMS - apology, SMS-business card, notification of missed calls). If the PBX records a missed call, the client will receive an apology SMS and the manager will receive a missed call notification. SMS business card - a message with manager contact details - a convenient tool for sales managers will not allow contacts to get lost.

Configuration, connection of options and control of the service are carried out in the Personal Account through a simple and convenient web interface from anywhere in the world where there is access to. In Internet the LC, the user has access to all call records, statistics on the number of calls of each employee, the direction of calls and their duration. Turning on and off additional options does not require contacting contact center the operator, it is done by the client independently in a couple of clicks.

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

PBX 3.0 is a software solution in the cloud on Дом.ru Business servers and does not require capital investments in PBXs and equipment support costs. Data protection and equipment redundancy technologies ensure uninterrupted operation and service reliability.

PBX 3.0 is an intelligent telephony and universal sales tool that will improve the quality of customer service, control, motivate, train employees and earn more. This is a cost-effective and easy-to-use solution for comprehensive telephony for companies of all sizes. Elena Ventslavovich, B2B Director, ER-Telecom Holding JSC

2016: "Дом.ru Business" Expands Cloud Telephony Capabilities

Federal telecom operator Дом.ru Business announced in May 2016 for its customers the possibility of using ^[1] instead of fixed telephones and voice gateways when working with Cloud Telephony. This will expand the geography of service delivery and reduce the cost of connecting and the cost of conversations of corporate clients by up to 80%.

Due to the lack of binding of the softphone to a certain physical address, the operator is able to provide Cloud Telephony service outside the coverage area of ​ ​ the network. At the same time, softphone users have access to all the advantages of Cloud telephony "Дом.ru Business" - a web portal for managing the service, the ability to communicate for free with other employees of the company by short numbers, recording conversations, voice menu, etc. Also, all call directions (local, zone, long-distance and international) are available to the operator's clients using Cloud telephony with softphone, and the conversations are charged at the tariffs of the "home" region.

In addition, the use of softphones will allow Dom.ruBusiness corporate clients to reduce the cost of organizing telephone communications. The lack of the need to install a landline phone and additional equipment reduces the installation fee, and the savings on telephone calls compared to classic telephony and mobile communications can be up to 80%.

2015

Cloud PBX supplemented with functionality

On May 15, 2015, Дом.ru announced the expansion of the capabilities of the Cloud PBX.

In the updated version of the service, the connection of operator numbers from different regions of Russia is available, intelligent management of the queue of telephone calls is implemented, the service management portal has been completely updated.

• The updated portal helped to improve and expand the functionality of the Cloud PBX.
• It is possible to set up various call scenarios depending on the structure, schedule of work and business tasks of the customer company - through new functions for creating call algorithms, "black" and "white" lists of numbers and prohibiting MH/MH calls.
• The sections of statistics and service management have been finalized.
• The cloud PBX provides the ability to call using softphones installed on stationary computers of employees and mobile devices.

"According to our estimates, the main drivers for the transition of enterprises to the Cloud PBX are to reduce communication costs and reduce network operating costs. At the same time, the client gets access to the most modern and advanced telephony management functions, - said Tatyana Klybkova, head of product development at Дом.ru Business. - Recently we see that the demand for such solutions on the part of business has increased several times. Focusing on the needs of corporate customers, we offer an effective tool for controlling personnel and remote management of business processes in accordance with the most modern communication standards. "

Growth of Cloud PBX connections

October 28, 2015 the company "Дом.ru Business" reported growth The number of cloud PBX connections from May 1 to October 1, 2015 by 64%.

The company associates the growth in indicators with the launch of the Cloud PBX 2.0 service in May 2015. At the same time, according to the company, the number of connections of new subscribers of Cloud PBX 2.0 from May 1 to October 1 of this year reached 60% of the total number of connections for the entire 2014 for all corporate IP telephony products.

Among corporate clients of Дом.ru Business, the service is in demand where scalable telephony is needed:

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

The fastest growing segment where Cloud PBX is used is small and medium-sized businesses.

As of October 28, 2015, "Cloud PBX" "Дом.ru Business" is used by companies in 34 cities of Russia. The highest demand for the service in cities:

• Perm,
• Yekaterinburg,
• Nizhny Novgorod,
• Chelyabinsk,
• Voronezh.

In June 2015, Дом.ru Business announced the Cloud PBX service, with an expanded set of services as part of industry packaged solutions.

Added features:

• connecting numbers of other operators from different regions of Russia,
• Intelligent call queue management
• Service Management Portal Upgraded
• Increased cloud storage capacity.

The service is delivered on the operator's network platform in conjunction with Internet access, which ensures uninterrupted, reliable service and high quality communication by prioritizing voice traffic.

"After the launch of Cloud PBX 2.0, we note not only an increase in the total number of subscribers connected to this service, but also a significant increase in the share of this service in the structure of the product portfolio," said Elena Ventslavovich, director of Дом.ru Business. - The service is most in demand in the SMB segment, for which the ability to independently form a "Cloud PBX" in the required configuration is important, changing the package of services depending on the needs of the business. We will continue to expand our share of cloud telephony, and we expect that in the long term we will enter the top 5 largest service providers in Russia. "

2013

The VoIP platform RTU has become a platform for creating and launching the Cloud PBX service for corporate clients of the telecom services operator ER-Telecom, the company's press service said on July 4, 2013.

Appointment

The service helps companies replace an office PBX with an IP PBX, create a virtual office in a few days without the cost of purchasing and maintaining infrastructure.

With the connection of the Cloud PBX service, there is no need to spend money on the purchase of additional equipment and its maintenance. All equipment necessary for the organization of telephony is located on the servers of ER-Telecom. The subscriber independently controls all service settings in his personal account.

The main advantages of the PBX over the PBX are:

• saving phone numbers during movements,
• the use of home work with the preservation of full control over the quality of execution,
• creation of a single communication space of a geographically distributed organization.

Functionality

"Cloud PBX" and IP telephony capabilities:

• multiline number,
• voice menu,
• voicemail,
• call transfer,
• telephone conference,
• recording of conversations,
• virtual fax, etc.

Internal Communications Management

The "cloud PBX" based on the VoIP platform of RTU helps corporate clients to flexibly manage internal communications and external calls, analyze the quality of staff work, increase the efficiency of business planning, optimize the work of sales departments, technical support services.

Services Cloud PBX and Video Surveillance

Cloud PBX and Video Surveillance services, combined into a single package solution, help improve the quality of client service, staff efficiency, and simplify interaction with suppliers and partners. Cloud services organically complement high-speed Internet for employees and Wi-Fi for customers. All corporate services are provided on the basis of modern operator networks and are accompanied by round-the-clock technical support that ensures uninterrupted operation.

The cloud PBX - an important component of each industry package - is a high-tech alternative to the traditional office PBX. The service provides the client with access to the wide functionality of modern telephony: a multi-channel number, organization of a conference call, recording of conversations, etc., without creating a special infrastructure and additional operating costs. The service collects statistics of incoming and outgoing calls, which, together with the recording of conversations, allows you to constantly monitor the intensity and quality of work of employees with customers.

Video surveillance within the framework of the batch approach will provide an opportunity to take a fresh look at the business processes in the company and objectively approach the assessment of the client service. In the package from "Дом.ru Business" the service is provided "turnkey": the operator ensures the installation of video cameras, uninterrupted operation of the system, safe storage of data in the video archive.

Wired and wireless high-speed Internet, which underlies each batch solution, will ensure constant information exchange between the office and geographically distributed departments, for example, retail outlets or payment terminals. Wi-Fi access can serve as an additional tool for attracting customers, as well as the technological basis for organizing wireless Internet access within the office.

Notes