Rostelecom: Virtual PBX

The main articles are:

• PBX - Office PBXs (Russian Market)
• PBX - Office PBXs (Global Market)
• Call Center: Purpose, Types, and Tasks

Virtual PBXs allow Rostelecom corporate customers to equip their offices with modern telephony on the principle of outsourcing - to use the ready-made service for a subscription fee, while the cost of equipment, its operation, modernization, as well as additional personnel is borne by the operator.

2023

Message voicing function

The company Rostelecom"" on November 30, 2023 announced the expansion of the capabilities of the digital communications platform for business. Virtual AUTOMATIC TELEPHONE EXCHANGE"" The added module, based on Text-to-Speech (TTS) technology, automatically converts text data to voice messages. The use of such a tool automates surveys and telemarketing, allowing to increase the efficiency of interaction with customers and partners, the company noted.

The module is already available for all users of the Rostelecom VATS platform in your personal account. To translate text into voice, you need to make only a couple of clicks: the user enters his text into a special window or downloads a text file and receives a ready-made record. This functionality significantly reduces the time for preparing marketing campaigns, telephone surveys, helps to quickly inform participants in loyalty programs and conduct other communications with customers. You can also use voice messages to create an IVR menu on the telephone numbers of Virtual PBX clients.

"We are committed to ensuring our customers get the most out of the technology that underpins our products and services. Starting the TTS module is another step in this direction. We are confident that the tool will be useful for many companies, help them save time and resources, "said Elena Nechay, director of the product office of Telephony, PJSC Rostelecom.

Personalized analytics, improved recording quality in stereo format

On August 29, 2023, the company Rostelecom"" announced that it continues to improve services on the digital communications platform for the ATS business Virtual. Now platform users have access to personalization, analysts improved recording quality in stereo format for the maximum speech recognition and updated personal account interface. Using speech analytics tools, companies can improve the quality of service and increase. sales

To the existing functionality of pre-configured analytics, Rostelecom developers have added the ability to flexibly configure personal settings. So, after automatically saving statistics for the selected period in the workspace (dashboard), all analytics can be detailed and unloaded for further use in the form of understandable graphs. The updated personal account interface has expanded the set of parameters for analysis, so customers can independently create reports according to the needs of their business. It has become more convenient to work with dialog entries: the user can control key parameters, including speed, audiogram display scale and volume. The audiogram is decomposed into the sound track of the operator and the subscriber, and the transcript of the dialogue displays the transitions between the replicas and the metrics, words, trigger phrases selected for analysis. The client can also configure in which format to download the transcript of the dialogue for further work - text or tabular.

The stereo format of dialog recording allows you to improve the quality of dialog recognition after processing by speech analytics tools up to 100%. For more accurate results, over 20 dictionaries and reports have been uploaded to the system, selected taking into account Rostelecom's own knowledge base and the wishes of user companies. This makes it possible to take into account almost any industry specifics.

We are pleased to provide virtual PBX customers with extensive speech analytics capabilities. With built-in basic functionality, companies can independently test their hypotheses, and flexible user settings allow them to create their own analytical projects to make their business even more efficient both in terms of sales performance and service. said Mikhail Rodimov, head of the Telephony office of Rostelecom.

The Speech Analytics service works in conjunction with the Call Recording service and automatically analyzes all recorded dialogs. It allows you to create and customize any number of your own analytical slices for loaded calls, helping customers solve various business problems. For example, using speech analytics, you can capture references to competitors in dialogs or identify trigger words to adjust sales scripts and improve telemarketing efficiency. In addition, such analytics help evaluate the level of NPS (Net Promoter Score, consumer loyalty index) and make decisions that will help increase it.

Rostelecom virtual PBX users can connect Speech Analytics on their own in their personal account. Additionally, you can select the circle of users to whom this functionality will be available.

Add Voice Call Authorization Service

The call authorization service voice was launched on the digital communications platform of the "company," Virtual PBXRostelecom which announced this on July 6, 2023. The solution is designed for companies that need to verify their customers or program participants. loyalty The service makes the process authentications convenient and safe, protects users from frauds and helps businesses reduce costs.

Customer authorization is in demand primarily in business areas where a high level of customer service is important, in particular in retail and FMCG, the financial sector and e-commerce. For example, it is used to deduct points from bonus cards, loyalty program cards, to enter your personal account or confirm transactions in it.

You can connect the authorization service of the virtual PBX user company yourself in your personal account. When end-user verification is required, their mobile phone will receive a call. The user accepts it and hears a digital code that needs to be entered on the site to confirm the transaction or inform, for example, the cashier in the store to receive a discount.

Rostelecom is constantly expanding the functionality of its own solutions based on the digital communications platform, complementing them with a set of convenient tools for solving business problems of customers. The focus is on data protection and business process security. This voice authorization service will ensure effective and safe interaction between customers and their customers, said Elena Nechay, director of the Telephony product office of Rostelecom.

2022

"Colltracking" service connectivity

Customers Rostelecom"" will be able to manage the effectiveness of their advertizing campaigns by connecting the "Collacking" service in their personal account cloud service "" Virtual AUTOMATIC TELEPHONE EXCHANGE(VATS). Rostelecom announced this on November 9, 2022. "Colltracking" is a digital- tool marketing that helps businesses identify the most successful promotion channels and optimally allocate the advertising budget.

Previously, a separate contract was required to use the Colltracking service. For the convenience of customers, Rostelecom has integrated the service into the cloud platform on which telephony operates, and now any virtual PBX user can independently connect this service.

All additional collectoring features are also available to VATS users, including the Lead and Chat options. Lead allows you to increase conversion by posting forms of interaction with visitors on the site, such as an application, a callback order or a personal offer. Chat offers an additional channel of communication with customers who do not want or cannot call. The online consultant widget will accompany visitors on the pages of the site and answer all questions.

Rostelecom is constantly developing an ecosystem of communication services for corporate clients. Now the Colltracking service is available for connection to all users of a virtual PBX so that they can minimize advertising costs and determine the most promising channels for promoting goods and services, "says Alexander Shlyakhtov, project director of the corporate and state segments of Rostelecom.

Special conditions apply to the connection of collectoring rooms. All calls forwarded to the VATS numbers remain free.

The cloud service "Virtual PBX" for November 2022 is available in 645 settlements of Rostelecom's presence.

The ability to remotely issue an agreement for entrepreneurs of the Urals

Rostelecom""extends the self-service channel capabilities for cloudy Virtual the PBX service. The company announced this on June 15, 2022. Now new client companies can independently, without the participation of a manager, draw up an agreement and connect one of the most popular digital services online on the site rt.ru. The first access to the remote conclusion of an agreement on the connection of VATS was given to new customers of Rostelecom in the federal Ural district and, but in the Perm Territory near future, entrepreneurs in all regions of the company's presence will be able to do this.

It is no more difficult to issue an agreement and connect cloud telephony yourself than to make a purchase in an online store. To buy a VATS on the Rostelecom website, the client needs to fill out the authorization data through the ESIA, choose a tariff plan and number, and then sign an agreement online in his personal account and pay for the service. The whole process takes no more than 10 minutes, and you can start using the service immediately after payment is received.

We have long been accustomed to online purchases of goods and services, because it is fast and convenient. In an effort to create the best customer experience, Rostelecom is introducing this method of connecting services for corporate customers, primarily in the small and medium-sized business segment. The ability to remotely conclude an agreement and independently connect a virtual PBX is the first step in the development of self-service channels for B2B clients. I am sure that entrepreneurs will appreciate the convenience and reliability of online shopping technologies and will be able to pay more attention to their business and the development of relations with customers in the saved time, "said Timofey Abramenko, director of small and medium-sized businesses at Rostelecom.

The Virtual PBX service for June 2022 operates in 575 cities of Rostelecom's presence. The large functionality of the operator class solution provides the needs of customers of different business sizes. The ability to independently connect VATS in territories not included in the Ural Federal District and Perm Territory will gradually appear until the end of 2022.

The ability to connect the numbers of any operators

Rostelecom on May 25, 2022 announced the expansion of opportunities for customer companies of the Virtual PBX service - now you can connect the numbers of any operators to the service. Customers will be able to expand communications with their customers and retain important contacts using familiar numbers. All useful additional features of the virtual PBX, such as recording conversations, voice mail or speech analytics, on previously connected numbers will be available immediately after connecting to the service. Incoming calls will be processed by the Virtual PBX tools.

Entrepreneurs want to improve the reliability of the service and the quality of service to their customers by analyzing conversations or evenly distributing calls. The transition to a multi-channel virtual PBX with the usual number solves all the difficulties that arise, "said Elena Nechay, director of the Telephony product office at Rostelecom.

The ability to connect mobile numbers to the VATS

PBX customer companies virtual "" Rostelecom can now connect mobile numbers to the VATS. Rostelecom announced this on April 1, 2022. Using this option, virtual telephony users will be able to call from mobile numbers and also receive calls to them. For calls from mobile numbers, all the functionality of this cloudy solution will be available, including recording conversations,, with speech analytics, integration CRM statistics and. dashboards

From April 4, you can connect mobile numbers in the virtual PBX of Rostelecom in nine Russian regions: Volgograd, Irkutsk, Kaluga, Lipetsk, Novosibirsk and Chelyabinsk regions, in the Krasnoyarsk Territory, as well as in Moscow and the Moscow region. By the end of 2022, Rostelecom plans to expand the geography of this option to 50 regions.

A virtual PBX with connected mobile numbers allows company leaders to control the work of employees who work outside offices, for example, are engaged in the delivery of goods. Calls of these employees will now be recorded in a single system, which, along with other data that VATS aggregates, will become the main one for improving business processes in the company, "said Maria Belova, director of the Rostelecom technical infrastructure unit.

This functionality will also be appreciated by customers of the "Virtual PBX" service, who work with individuals. By connecting mobile numbers to the VATS, such companies receive a convenient centralized channel of interaction with their client base. This service will increase the effectiveness of their communications and allow them to always be in touch with their clients and partners both in city and mobile numbers, - said Elena Nechay, director of the Telephony product office of Rostelecom.

The Virtual PBX service eliminates the need to buy and maintain telecommunication equipment - it is located on server provider and connects subscribers through. cloud Rostelecom provides the customer with the opportunity to fully organize telephony for businesses of any scale - from to startup a large national company with a large selection of additional functions, such as call monitoring or recording telephone conversations. Owners of virtual PBXs through their personal account can independently manage their telephone network and configure it to the needs of their business.

The virtual PBX of Rostelecom for April 2022 is available to companies operating in more than 500 cities of Russia.

2021

Speech Analytics Service Launch

On June 8, 2021, the Rostelecom company announced the launch of the Speech Analytics service, a service for automatically analyzing all recorded conversations between customers and customer operators. The product is based on speech recognition and artificial intelligence technologies.

Speech Analytics is a tool for Rostelecom's virtual PBX, with which you can control the quality of operators. Thanks to artificial intelligence technology, the human factor and subjective assessment are excluded. Read more here.

Ability for customers to flexibly manage call record retention

Svetets On April 7, 2021, the company announced that it had provided customers with the Virtual PBX () services VATS of the company "" the Rostelecom ability to more flexibly manage the retention of call records. If earlier the call log was designed for storage for 30 days, now corporate VATS users can configure the depth of storages records for the period dictated by them - business processes up to a year.

VATS Rostelecom, implemented on the basis of the Svetets TMS Service Platform, allows users not only to flexibly configure the depth of storage of conversation records, but also to upload records in a single archive - taking into account the installed filters and the required time interval.

As a result of the increased capabilities, corporate users can both store recordings of conversations between employees and customers "in the cloud" for a longer time, and, on the contrary, download recordings of conversations and analyze the history of communication with the client at their own facilities.

2020: Presentation of a set of solutions for uninterrupted operation in the context of coronavirus

On April 24, 2020, Rostelecom presented a set of solutions for uninterrupted operation in the context of coronavirus. A distinctive feature of work in the context of the coronavirus pandemic was the transition to a remote mode of operation, which requires a special vision and approach from the business. Read more here.

2019

Availability for business in Pyatigorsk and Mineralnye Vody

Rostelecom on August 13, 2019 announced the expansion of geography of the provision of the Virtual PBX service in the Stavropol Territory. Corporate clients of Pyatigorsk and Mineralnye Vody can now take advantage of the full package of this service from the national digital provider.

Earlier, the ability to customize telephony for business became available to enterprises in the cities of Izobilny, Novoaleksandrovsk, Budennovsk and Nevinnomyssk. "Virtual PBX" allows the use of internal short numbering, city and federal numbers 8-800.

More than 2.5 thousand companies use intellectual telephony in the Stavropol Territory. Most often, our subscribers take "Virtual PBX" with the "Free call 8-800" service or for further integration with the CRM system, which helps to increase the speed of processing incoming telephone calls, increase the efficiency of employees, and achieve high performance in telephone sales. The basic functionality includes the organization of a virtual contact center with the formation of call sequence, recording of conversations, statistics, therefore this service is in demand by management companies and medical institutions. Virtual PBX agricultural enterprises allow the organization's disparate structure to be combined into a single corporate network, which significantly reduces the cost of communication services, "said Murad Aidemirov, director of corporate and state segments of the Stavropol branch of PJSC Rostelecom.

Integration into the CRM system of Megaplan

On August 6, 2019, Rostelecom announced that, together with the developer of cloud services, Megaplan had signed an agreement on cooperation in the field of solutions for corporate clients. The document was signed by Emil Khairullov, Director for Work with Corporate and State Segments of the Branch in the Republic of Tatarstan, PJSC Rostelecom, and Sergei Kozlov, General Director of Megaplan LLC.

The companies intend to integrate the "Virtual PBX" "Rostelecom" into the CRM system (Customer Relationship Management) of Megaplan.

The integration of cloud services will allow customers to combine communication channels and simplify work with the client base. Users will be able to make calls directly from the CRM interface. When an incoming call occurs, the client information is automatically displayed on the monitor screen. The manager will see the entire history of the interaction: from the first call to the conclusion of the deal.

"Virtual PBX" is a universal service that is compatible with various applications, which allows you to adapt this solution to specific customer tasks. Integration of application products will help companies make the process of interaction with customers as fast and convenient as possible.

Customers of services in their personal account will be able to monitor calls and assess the effectiveness of employees.

Sharing cloud services will open up ample opportunities for Rostelecom and Megaplan customers to optimize business processes and help find growth points for business development,

Expansion of the geography of the provision of the Virtual PBX service in the Volgograd region

Rostelecom in the Volgograd region has expanded the geography of providing the Virtual PBX service for business. Now the service is available to state organizations and commercial companies in the cities of Volzhsky and Kamyshin, the operator said on July 17, 2019.

As of July, about 1000 enterprises of the Volgograd region use the "Virtual PBX" from Rostelecom. As part of the service, Rostelecom offers for small and medium-sized businesses an updated version of the package offer "Be in Plus": now customers, when connected Internet , additionally receive the router opportunity to use mobile communications for free and a 50% discount on the organization of digital services, "" SMS Advertisement TV for business, "" for Wi-Fi business, "". "Video surveillance

Rostelecom, offering customers an updated package of services "Be in Plus," provides all the basic needs of medium, small and micro-businesses: with the help of digital services, service enterprises can increase the loyalty of their customers, increase the average check and the number of repeated sales. At the same time, companies do not need to spend funds on the development of their own IT infrastructure, and the saved funds can be spent on business development, - said Oksana Sachkova, director of work with corporate and state segments of the Volgograd branch of PJSC Rostelecom.

2018

Integration with amoCRM

On August 8, 2018, Rostelecom announced the integration of the Virtual PBX service for corporate clients with the amoCRM customer accounting and transaction system. The solution will make the service more functional, and will also allow customers to comprehensively receive services from both Virtual PBX and amoCRM, the solution developer noted.

Virtual PBX is a Rostelecom cloud service with an open API. This allows customers to combine the service with various applications and create turnkey solutions for their business. For the convenience of customers, Rostelecom plans to launch the integration of Virtual PBX with the most popular and reliable CRM systems. Creating integration with amoCRM has become one of the key projects.

The "Virtual PBX" widget is located in the amoCRM system and customers can connect it directly from CRM "in one click." Combined services provide additional opportunities for companies when interacting with service consumers: when an incoming call arrives, the client name from amoCRM is displayed on the IP phone screen, a customer card appears in CRM, where you can record any tasks. The service also allows you to call customers directly from the CRM contact card without manually dialing the phone number.

The use of a joint solution "Virtual PBX" and amoCRM will allow customers to optimize business processes, reduce information processing time, and make working with the customer base transparent and manageable, according to Rostelecom.

Features, Capabilities, and Features of Virtual PBX Service

As of June 2018, the basic Virtual PBX service package includes a complete set of services required to equip customer offices with telephone communications, including a single external telephone number, abbreviated internal numbering, as well as functions such as a pre-recorded voice greeting, a melody while waiting or holding a call, forwarding, number determination and much more.

Features and Capabilities

• Call distribution
  • Quickly configure different call processing scenarios depending on the workload of the managers.

• Readdressing
  • You can transfer calls to an employee's mobile or home phone.

• Short numbering
  • Internal short numbering between employees.

• Voice Menu (IVR)
  • You can independently create and configure a voice menu through an understandable interface.

• Service management
  • Convenient and functional web-based service management interface.

• Call transfer
  • Employees can transfer calls, the client does not need to call back, the potential client will not "break."

• Statistics and Monitoring
  • Full statistics on all calls made, accepted and missed by employees.

• Recording conversations
  • To improve the quality of customer service, a recording of conversations is provided.

• Additional features
  • Voice Mail, Music on Hold, Call Hold, Music Instead of Beeps, Black/White List and other features will improve the quality of service.

Features

• Connect anywhere you have the Internet
• Fast scalability
• Simple and easy-to-use Internet service management interface
• Affordable cost of long-distance calls

Integration

Integration allows you to make calls from the CRM system and automatically record incoming and outgoing calls in CRM. Integration of the "Virtual PBX" with such systems as:

• AmoCRM
• ClickClient CRM
• WireCRM
• Planfix
• 'Simple calls'
• "1C-Bitrix24"