MTS Exolve has implemented a voice analytics service for AtomEnergo

2025: Speech Analytics Implementation

MTS Exolve has introduced a voice analytics service based on its virtual PBX for AtomEnergo, an operator (a subsidiary of the Rosenergoatom concern, the electric power division of Rosatom state corporation) to create and manage a network of electric charging stations (EZS). This service allows you to analyze calls to customers, identify problem areas, respond quickly to them, improving the quality of service and optimizing the work of the service department.

The call center "AtomEnergo" receives more than 100 calls every day, while the customer base is growing quite intensively. Manual selective analysis of conversations no longer allows you to get a complete picture of technical problems, quality of service and provide a quick response to requests. The introduction of the voice analytics system from MTS Exolve helped the employees of the AtomEnergo customer support department more quickly identify requests and respond to them as quickly as possible. All conversations are analyzed using a neural network, and integration with the CRM system provides a convenient tool for generating reports and visualizing data.

Now we can not only collect dialogue statistics, but also clearly and quickly recognize what interests the client and react immediately, without temporary delays, - commented Yulia Olofinskaya, head of the client support department at AtomEnergo. - The system allows you to conduct deeper analytics and quickly respond to customer wishes, improving the user experience.

Speech analytics is especially relevant for business, where the responsiveness and quality of interaction with support directly affect customer satisfaction, "said Kostas Dubosas, Director of Sales and Services. - We are confident that the technology of speech recognition and analysis using machine learning will help AtomEnergo employees not only increase the level of process automation, but also improve customer communication scenarios using feedback to develop their services.