MegaFon: Virtual PBX

Main articles:

• PBX - Office PBXs (Global Market)
• PBX - Office PBXs (Russian market)
• SaaS - History. Philosophy. Development Drivers
• Call Center - Purpose, Types and Tasks

Virtual PBX MegaFon is a cloud-based telephone system for entrepreneurs, small and medium-sized businesses, combining fixed and mobile communications.

2021: Launch of the service for analysis of emotional coloring of conversations

On August 4, 2021, MegaFon announced to TAdviser the launch of a service to analyze the emotional color of conversations. With it, you can automatically identify potentially conflicting conversations with customers and improve the quality of service.

Megafon launched a service for analyzing the emotional color of conversations

Companies that want to optimize their customer experience spend a lot of time analyzing sales and service calls. This MegaFon service eliminates the need to listen to hours of calls, highlighting in the record the moments in which a conversation could lead to conflict situations.

Emotional aspects of the conversation are evaluated by machine-based training. They conduct spectral analysis of sound files, evaluate the oscillations of the sound wave and are able to find emotional replicas. At the same time, the system does not respond to the volume of speech, which is far from always a sign of conflict, but to a change in voice against a background of stress. The system was trained in 30 thousand conversations with a total duration of 750 hours and will be trained during operation.

The service will be integrated into the Virtual PBX solution, which allows you to configure a single multi-channel number to receive an unlimited number of calls from customers, distribute calls to mobile and landlines, and analyze call statistics.

The need for digital solutions to interact with customers is constantly growing, and recently it has been growing not only in the large business segment, but also in small and medium-sized enterprises. In the first six months of 2021 alone, revenue from the implementation of the Virtual PBX solution increased by 20%.

The speech technology market in Russia, according to analysts, will grow 2.5 times over five years. Increasingly, companies not only need to organize a channel of communication with the client, but also automate work to improve user experience. Our Elevated Conversations solution offers small and medium-sized businesses the opportunity to improve their handling of customer communications, accelerate this process, and save employee time for more complex tasks. said Tatyana Plotnikova, head of intelligent products and development of MegaFon's online ecosystem.

Virtual MegaFon PBX users can connect an option to analyze the emotional color of conversations in their personal account and test for free during the first six months. The service does not require complex settings. Call records are available throughout the year. In the solution interface, you can determine its sensitivity and choose to monitor only the level of emotionality of communication that is considered unacceptable. You can also set up notifications of each emotional conversation to specific customers and employees.

2019: Release of mobile application for virtual PBX management

On November 7, 2019, MegaFon announced that it had released a mobile application for managing the Virtual Exchange service. The program is available in the Play Market and App Store. Now from the smartphone screen you can watch call statistics from customers, change call distribution settings, analyze the effectiveness of the call center.

The Virtual PBX service is designed specifically for small and medium-sized businesses, based on the tasks that are often faced by company leaders: automate call processing to customers, be always in touch, increase the level of loyalty by providing high-quality feedback.

The service allows you to record conversations, track statistics of received and rejected calls, configure notifications of missed calls through SMS, Email or Telegram, set a personal voice greeting and much more.

Working effectively with customers is one of the key factors in business development. "Virtual PBX" from MegaFon allows us to solve this problem by optimizing incoming calls so that none of the client calls remains unanswered. With the application for Android and iOS it has become even more convenient to work with corporate telephony - now the Virtual PBX console is always with you, commented on the launch of the application Pavel Zakharov, Marketing Director of MegaFon's Corporate Business

2018: Integration with the program "1C: Management of our company "

On October 26, 2018, the company MegaFon"" provided the opportunity to integrate a "smart" office telephony with the program "" 1C: Management of our company(: 1C UNF). According to the company, the virtual PBX from MegaFon will provide control over the flow of incoming calls, and CRM the system, which is part of a comprehensive solution: 1C UNF, will help manage relations with customers. The offer will be relevant for companies in the production or service sectors, as well as for those engaged in wholesale, retail or -. Internettrade

The sharing of MegaFon VATS with 1C: UNF allows the company manager to see the necessary information about the client or create a contact of the client who first contacted. All calls are recorded in a special customer card, after the conversation is over, they can be listened to. As of November 2018, you can call the client one click, and the call from the user can be immediately transferred to the personal manager.

The virtual telephone exchange from MegaFon will allow you to set up the distribution of calls to employees on mobile and landline phones. After the first call, the client will receive the contacts of his personal manager using the special function "SMS card" and will be able to call the company simply by clicking on the number in the message. The "Call Back Order" alert will allow the manager not to skip the customer's request and respond to it in time. If the call is still missed, the client will automatically receive SMS with an apology. MegaFon offers access to detailed analytics for the best quality work of managers with clients . It will help to evaluate the effectiveness of their work, control the number of requests received from customers, see trends and seasonality charts throughout the year.

One of the benefits of combining virtual telephony and CRM is improving customer experience. As of November 2018, every third customer of MegaFon VATS integrates its client base with CRM systems. Pavel Zakharov, Marketing Director of MegaFon Corporate Business

Integration with the Virtual PBX MegaFon took place as part of that strategy - to provide the user with really necessary tools that are convenient in practice. To integrate solutions, you need to perform several simple actions in 1C interfaces: UNF and Virtual PBX. Both solutions complement each other from the functional point of view and do not require the participation of technical specialists or a detailed study of the documentation. Alexey Kharitonov, Head of the Economic Programs Promotion Department of 1C

2017: FMC Partner

In February 2017, MegaFon introduced the FMC Partner program, which will allow telecom operators to combine fixed and mobile services as part of their virtual PBX. One of the first partners of the program was the federal provider NetByNet (brand Wifire).

The FMC Partner program provides operators with the opportunity to combine their own fixed-line resources (virtual PBXs) with a mobile network based on MegaFon's intelligent platform. Participation in the program does not require additional licenses and costs for networking or upgrading your own service infrastructure. The functionality of virtual PBX (VATS) is significantly expanded: services that were previously available to the provider's customers only in the framework of fixed communications can now be connected to mobile phones with MegaFon sim-cards.

The operator can use the combination of fixed and mobile communications on one VATS platform to develop services such as short numbering, customer relationship management (CRM) system, analytics of frequency, duration and geography of calls, etc. At the same time, the operator retains control of the PBX services, which allows it to remain a "single entry point" for the client.

The partnership also offers financial advantages. MegaFon pays a fee to the operator, the size of which grows on a progressive scale depending on the volume of sales of mobile services to the operator's customers.

than 1200 operators have become our customers. We aim to offer our customers and partners modern and comprehensive solutions for the development and efficiency of their business. The FMC Partner program is to expand the capabilities and increase the attractiveness of services and services of fixed-line operators based on the technological and intellectual capabilities of MegaFon, "comments Taldykina Natalya, Director of Corporate Business Development at MegaFon.

The market potential of the FMC-Partner program is related to the trends in the development of the VATS service, which is now in the growth phase. According to iKS-Consulting, by the end of 2016, the volume of the virtual telephony market will grow by 30% and amount to about 4.66 billion rubles, which is lower than the level of 2014 - 71% - and 2015 - 44%, respectively. At the same time, the growth rate of the VATS subscriber base does not decline: in 2016, the number of customers reached 149.9 thousand - this is 26% more than in 2015 (118.9 thousand). This is due to the entry into the market of new players - Yandex (April, 2016) and MegaFon (September, 2015), which attracted a significant number of customers. The FMC Partner program can become an additional driver for the growth of the VATS market.

2016: Features of VATS

Thanks to VATS, you can minimize the cost of buying equipment for building a PBX, its maintenance and support, paying for long-distance and international calls, as well as avoid additional costs for telephoning when moving or opening a new office. Another feature of Virtual PBX is speed: with a service from MegaFon, the office can be provided with telephone and Internet communication as soon as possible.

As of November 2016, more than 50% of VATS customers use additional capabilities - call recording and integration with CRM, which allows you to take work with customers to a new level. For example, the platform allows you to program automatic calls on the client base through the operator's IP platform, which helps significantly reduce costs.

Another important function of the PBX is notification of missed calls. In addition to the traditional email notification and, SMS the operator offers a convenient option to receive notifications through the Telegram application. MegaFon was the first in the world to provide customers with the opportunity to receive notifications through -. Internetmessengers

2015: Virtual PBX functionality

As of March 2015, Virtual PBX is the most cost-effective solution for comprehensive telephony of all offices and employees of the company, since it does not require the purchase of special equipment and laying wires. The subscription fee depends on the number of employees in the company and starts at only 1000 rubles per month.

Virtual PBX functionality:

• Web interface for PBX configuration
• Employees, departments, short numbers (additional)
• Corporate SIM Card Connection (FMC)
• Ability to work with calls on a desktop phone, computer and mobile phone
• Record all incoming calls
• Record outgoing calls from your desktop phone and computer
• Set up the distribution of calls between employees: according to the schedule, all at once or in turn
• Voice Menu, IVR
• AON management
• Blacklist
• A Single Story
• Graphical analytics
• Missed Call Notifications
• Answering Machine (Corporate Voice Mail)
• Call forwarding, transfers and interception
• CRM Integration/Open API
• Secretary Console (BLF)

MegaFon offers to test the service 14 days free of charge.