Telfin: Contact Center

Main article: Call center: purpose, types and tasks

==2026:

2026: Checklist Option

Telfin expands the ability to analyze phone calls using the option - checklists. Call assessment is now available to Contact Center users through an AI assistant or supervisor. The company announced this on January 20, 2026.

Within the framework of the Contact Center solution, you can use checklists to monitor the work of employees and recheck customer ratings. This feature allows you to identify the real causes of low scores, reduces the number of errors and eliminates the possibility of distortion of information, for example, in the event of a misunderstanding by the client.

The controller or AI assistant gives independent points based on the results of calls based on a whole set of criteria: the presence of greetings and clarifying questions, clarity of communications, empathy, emotion management, etc. (the number of parameters is not limited). In addition, you can specify mandatory conditions and weight for each criterion to highlight the key characteristics for the contact center in the call.

Users of the "Contact Center" can choose the evaluation mode by checklists themselves: automatic or manual. AI technologies certainly simplify the work of contact center operators not only in matters of reception, but also in analyzing customer phone calls. AI simultaneously processes a larger amount of data than the operator; at the same time, he evaluates calls according to predetermined parameters, excluding the influence of emotions, bias or fatigue, which can affect human behavior, - said Ivan Pavlov, head of key customer service at Telfin.

Based on the results of evaluating calls using checklists, the company receives detailed statistics, including the number of assessments by the controller and AI assistant, the average score of customers for a specific department and a specific operator, the rating of checklists, etc. Accurate data on the quality of service is needed to make the right decisions to optimize processes, allocate resources and develop a support center.

2025

Data-Driven Performance Management

In early July 2025, Telfin, a Russian provider of communication services, launched a new product on the market - Contact Center. It is a comprehensive communication solution that includes a large number of cloud services and is designed for call centers, hotlines, client services, support, as well as sales, marketing and personnel. Our article provides an overview of the product capabilities and business tasks that can be solved using the Telfin service. Read more here.

Contact Center View

Provider communication services Telfin"" launched Contact center"" - a comprehensive solution communications for organizing work, call centers hotlines, support services, client service and sales departments. The developer announced this on July 14, 2025.

"Contact Center" allows companies to simultaneously solve a large number of business problems: processing 100% of requests; Effectively and quickly inform customers, including using automatic and robotic calling tools Optimal load distribution for operators call quality assessment; analysis of communications using neural networks, etc.

This service helps to control the work of operators: shows advanced statistics on the efficiency and employment of employees in real time, records call estimates and forms a customer satisfaction index. This allows you to focus not only on the number of cases processed, but also analyze the quality of service, set and control KPIs, and quickly respond to feedback.

Telfin's Contact Center includes Telfin. Office PBX, 250,000-minute storage, virtual meeting rooms, Monitoring, Call Assessment and Missed Control modules. The basic service package is designed for 5 users, and the tariff also includes a call queue. In addition, you can choose from the city, mobile or telephone number 8800.

A comprehensive solution allows you not to lose contact and stay in touch with customers around the clock. Users of the service have access to all the basic features of the Telfin. Office PBX, including intelligent IVR and smart call routing. If the call is missed, the system automatically calls the client back, offering a transfer to an on-duty specialist or the ability to leave a voice message.

Depending on the tariff plan, the functionality of the Contact Center service may include additional modules: "Call Planner" - for conducting mass outgoing calls to customer databases, "Employee Rating" - for a visual assessment of the team's work and demonstrating personal achievements of employees, "Message following the call" - so that customers do not lose company contacts and agreements reached.

In addition, Contact Center users can connect integration with Bitrix24, amoCRM, retailCRM, Megaplan or YCLIENTS systems and maintain a single communication history, recording all touches in CRM. This helps you explore customer requests, personalize offers, and improve customer experience. The Voice Analytics and Call Tagging modules are also available. They allow you to automatically classify customer requests and analyze them according to different parameters.

Our solution is designed to quickly and easily launch a full-fledged contact center from scratch with the ability to use the current staff for this. Contact Center is indispensable in sales and support: for stable execution, KPI high response rates, download monitoring and team effectiveness. At the same time, more and more often Ivan Pavlov the Contact Center uses personnel services: for mass selection and urgent hiring for seasonal work, - said the head of Telfin projects.